# Customer service and communications Source: https://support.storeconnect.com/articles/customer-service-communications · Last modified 21 August 2026 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. ## Case management Customer service cases are raised and managed as Salesforce Cases, directly linked to the customer's Contact and Order records. - **Cross-store case management** — cases from any store appear in a single Salesforce queue; agents don't need separate tools per store - **Order context on cases** — agents see the full order, payment, and shipment detail without leaving Salesforce - **Case escalation and routing** — use Salesforce case assignment rules, queues, and Omni-Channel routing to direct cases to the right team - **Telephony integration** — StoreConnect is compatible with Salesforce-supported telephony providers (Natterbox, Service Cloud Voice) for blended voice and digital support For full details, see [ Customer service features](customer-service-features). ## Agentforce Because 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. - **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 - **Returns and self-service actions** — agents can guide customers through return initiation, subscription changes, and booking cancellations within the bounds you define - **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 - **Reduced case volume** — routine queries that would previously generate a support case are resolved automatically, freeing service agents for complex issues - **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 See [Extensible with Salesforce](extensible-with-salesforce) for the full Agentforce and Data Cloud integration picture. ## Transactional email StoreConnect 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. - **Liquid-powered templates** — customize email content and layout with Liquid; access order data, customer data, and product information in your templates - **Per-store templates** — each store can have its own set of email templates with its own branding - **Event-triggered sending** — emails fire automatically on store events (order placed, subscription renewed, booking confirmed) - **Salesforce Email Studio integration** — route transactional emails through Salesforce Marketing Cloud Email Studio for advanced tracking and deliverability management See [Customer communications features](customer-communications-features). ## SMS Send SMS notifications to customers using Salesforce Marketing Cloud SMS capabilities. Common use cases include order dispatch notifications, booking reminders, and subscription renewal alerts. ## Chat Embed a chat widget on your storefront to give customers real-time support during their buying journey. - **Salesforce Chat (Einstein Bots)** — native Salesforce live chat and bot support - **Third-party chat providers** — embed any chat widget (Intercom, Zendesk Chat, LiveChat, and others) via the analytics and scripts configuration in StoreConnect ## Set this up - [Configure transactional email templates](transactional-emails) - [Set up web-to-case integration](web-to-lead-and-web-to-case-integration) - [Embed chat on your storefront](add-your-live-chat-code) - [Configure Agentforce with StoreConnect](configure-your-store-for-the-ai-agent) --- ## Follow StoreConnect - [Email Newsletter](https://getstoreconnect.com/c/lp-newsletter) - [LinkedIn Newsletter](https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7444956928444862464) - [YouTube](https://www.youtube.com/channel/UCngKdP2x8l1wcbAKW3tvU8g) - [LinkedIn](https://www.linkedin.com/company/storeconnect) - [X / Twitter](https://x.com/storeconnecthq) ## Popular Links - [Partners](https://getstoreconnect.com/partners) - [News](https://getstoreconnect.com/articles/news) - [Events](https://getstoreconnect.com/articles/events) - [Feature Comparison](https://getstoreconnect.com/how-we-compare) - [Download a free trial](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000FMkeKUAT) - [Book a Demo](https://getstoreconnect.com/contact) ## Documentation - [Help documentation](https://support.storeconnect.com/help-documentation) - [AI agents](https://support.storeconnect.com/ai) - [Videos & tutorials](https://support.storeconnect.com/videos-tutorials) - [Developer reference](https://support.storeconnect.com/developer-reference) - [Release notes](https://support.storeconnect.com/release-notes) - [Troubleshooting](https://support.storeconnect.com/troubleshooting) - [Trust Center](https://trust.getstoreconnect.com/) - [Status Page](https://status.storeconnect.com/) ## Contact - info@getstoreconnect.com - US +1 415 745 3230 - AUS +61 2 8365 2308 100 S Ashley Dr, Suite 600-2461 Tampa FL 33602-600 USA Level 22, Sydney Place 180 George Street Sydney, NSW, 2000, AUS --- StoreConnect Support — https://support.storeconnect.com/articles/customer-service-communications