{"title":"Customer service and communications","slug":"customer-service-communications","url":"https://support.storeconnect.com/articles/customer-service-communications","url_markdown":"https://support.storeconnect.com/articles/customer-service-communications.md","subtitle":null,"summary":"StoreConnect\u0026#39;s customer service and communications capabilities, including Salesforce Service Cloud case management, Agentforce AI agents, transactional email, SMS, chat integration, and telephony support.","type":"Help_Documentation","video_url":"","keywords":"customer service, case management, transactional email, SMS, chat, telephony, Service Cloud, Agentforce, AI agent, virtual agent, self-service","last_modified":"2026-08-21T07:12:35+0000","body_markdown":"StoreConnect connects your storefront to Salesforce Service Cloud, so customer service teams have full context when a support request comes in. Order history, subscription status, loyalty balance, and account details are all available in the same Salesforce record the service agent is already looking at.\n\n## Case management\n\nCustomer service cases are raised and managed as Salesforce Cases, directly linked to the customer's Contact and Order records.\n\n- **Cross-store case management** — cases from any store appear in a single Salesforce queue; agents don't need separate tools per store\n- **Order context on cases** — agents see the full order, payment, and shipment detail without leaving Salesforce\n- **Case escalation and routing** — use Salesforce case assignment rules, queues, and Omni-Channel routing to direct cases to the right team\n- **Telephony integration** — StoreConnect is compatible with Salesforce-supported telephony providers (Natterbox, Service Cloud Voice) for blended voice and digital support\n\nFor full details, see [ Customer service features](customer-service-features).\n\n## Agentforce\n\nBecause StoreConnect data lives natively in Salesforce — orders, subscriptions, bookings, loyalty balances, account details — Agentforce AI agents can access that full context to resolve common customer service queries without human intervention.\n\n- **Automated query resolution** — Agentforce agents can answer order status, tracking, subscription, and account balance questions by reading directly from Salesforce records; no integration or data sync required\n- **Returns and self-service actions** — agents can guide customers through return initiation, subscription changes, and booking cancellations within the bounds you define\n- **Escalation to human agents** — when a query exceeds the agent's defined scope, the conversation is handed off to a Service Cloud agent with full context intact\n- **Reduced case volume** — routine queries that would previously generate a support case are resolved automatically, freeing service agents for complex issues\n- **Consistent experience across channels** — Agentforce works across chat, email, and Experience Cloud portals; StoreConnect's Salesforce data model means the same agent logic applies regardless of channel\n\nSee [Extensible with Salesforce](extensible-with-salesforce) for the full Agentforce and Data Cloud integration picture.\n\n## Transactional email\n\nStoreConnect sends automated transactional emails at key points in the customer journey — order confirmation, shipping notification, subscription renewal, password reset, and more. Templates are fully configurable.\n\n- **Liquid-powered templates** — customize email content and layout with Liquid; access order data, customer data, and product information in your templates\n- **Per-store templates** — each store can have its own set of email templates with its own branding\n- **Event-triggered sending** — emails fire automatically on store events (order placed, subscription renewed, booking confirmed)\n- **Salesforce Email Studio integration** — route transactional emails through Salesforce Marketing Cloud Email Studio for advanced tracking and deliverability management\n\nSee [Customer communications features](customer-communications-features).\n\n## SMS\n\nSend SMS notifications to customers using Salesforce Marketing Cloud SMS capabilities. Common use cases include order dispatch notifications, booking reminders, and subscription renewal alerts.\n\n## Chat\n\nEmbed a chat widget on your storefront to give customers real-time support during their buying journey.\n\n- **Salesforce Chat (Einstein Bots)** — native Salesforce live chat and bot support\n- **Third-party chat providers** — embed any chat widget (Intercom, Zendesk Chat, LiveChat, and others) via the analytics and scripts configuration in StoreConnect\n\n## Set this up\n\n- [Configure transactional email templates](transactional-emails)\n- [Set up web-to-case integration](web-to-lead-and-web-to-case-integration)\n- [Embed chat on your storefront](add-your-live-chat-code)\n- [Configure Agentforce with StoreConnect](configure-your-store-for-the-ai-agent)"}