DIGITAL ENGAGEMENT PLATFORM · SALESFORCE
DIGITAL CHANNELS
by Salesforce · Authorized via Stackingo
GARTNER LEADER 2026
150k+ companies
AI RESOLVES IT BEFORE YOUR AGENTS SEE IT. SAVE UP TO 35%.
Unify WhatsApp, SMS, social messaging, and web chat inside Service Cloud — with AI agents resolving cases before humans are needed. Salesforce list pricing is the starting point.
Stackingo gets you further.
Omni-channel agent routing
Marketing-to-service conversation bridge
WhatsApp · SMS · social messaging
Unified 360° agent console
Agentforce AI autonomous agents
Native Service Cloud integration
FOUR REASONS WHY BUYERS CHOOSE STACKINGO
MORE THAN A DISCOUNT — A SMARTER
WAY TO BUY SOFTWARE.
35%
Average Cost Savings
Below OEM list price, structured within authorized programmes.
+
Advisory Included
Module fit, sizing & tier optimisation reviewed before quote.
1doc
One Commercial
Multi-region, multi-vendor stack on a single agreement.
25%
Renewal defence
Every cycle re-priced — never auto-renewed at list.
BUYER INTELLIGENCE
WHAT YOU SHOULD KNOW BEFORE
BUYING.
Six things experienced IT buyers wish they'd known earlier — plus the analyst evidence behind the OEM's market position.
01
Digital Engagement is a per-user add-on
Digital Engagement licenses on top of Service Cloud. Sizing purely on agent headcount underestimates total cost by 30–40%.
04
Agentforce AI quality depends on Knowledge Base
Autonomous AI agents derive resolutions from existing Knowledge articles—sparse or poorly set bases get low deflection regardless tier.
02
Message volume caps: per user, not per channel
ECI doesn't record calls itself. Audio ingestion needs a connected telephony/video provider — unsupported dialers block transcription.
05
Live Chat and Messaging for Web are separate
Migrating from Classic Live Chat to Messaging for Web needs rebuilding routing rules, bot flows, and embedded code - a dedicated workstream.
03
WhatsApp templates need Meta pre-approval
WhatsApp message templates need independent Meta approval, often delayed 3-10 days. Plan go-live for this — Salesforce can't help.
06
Omni-Channel routing needs Supervisor config
Intelligent routing isn't automatic at activation. Skill routing, capacity models, queue logic need config; defaults to round-robin if not.
GARTNER MAGIC QUADRANT
Customer Data Platforms · 2026
Recognised Leader — Trusted Consistently
LEADER
FORRESTER'S WAVE
Customer Relationship Management · Q1 26
Strong Performer — high growth trajectory
LEADER
ABOUT SALESFORCE DIGITAL CHANNELS
DIGITAL CONVERSATIONS AT ENTERPRISE SCALE — INSIDE THE CRM YOU ALREADY OWN.
Salesforce Digital Channels unifies every inbound messaging surface — WhatsApp, SMS, social, web chat — into one workspace inside Service Cloud, with Agentforce AI resolving cases before human escalation.
Digital Channels transforms one-way marketing messages into two-way service and sales conversations — routing each interaction to the right agent or AI model based on skill, capacity, and customer context from the full CRM record.
The Omni-Channel engine matches message volume to agent capacity in real time. Agentforce deploys autonomous AI agents across every channel simultaneously. The unified console surfaces full case history, CRM data, and suggested responses in a single tab — no channel switching required.
BEST FOR
Enterprise CX Ops
500+ seat centres; multi-channel journeys in Salesforce
STRONG FIT
Service Cloud Orgs
Deepen CRM, not replace; channels on existing data
REPLACES
Messaging Apps
Consolidate Twilio, Zendesk, Intercom into core CRM
Key Capabilities
INCLUDED IN ALL PLANS
Omni-Channel Routing Engine
Routes each message to most available skilled agent or AI; no manual queue mgmt.
Agentforce Autonomous AI
AI agents resolve common cases across channels without handoff or extra headcount.
Unified Digital Agent Console
Shows CRM record, history, AI replies in one tab for WhatsApp, SMS, web chat.
Marketing-to-Service Conversation Bridge
Turns outbound SMS and WhatsApp promos into two-way service threads, no duplication.
Native Channel Connectors
Prebuilt WhatsApp, Apple Msgs, Messenger, LINE, SMS; set in Service Cloud, no dev.
Messaging for Web & In-App
Persistent chat replaces Live Chat, surviving reloads, restarts; key for audits.
MORE FROM SALESFORCE
THE SALESFORCE ECOSYSTEM.
Digital Channels sits within the broader Service Cloud, Marketing Cloud, and Einstein platform. Bundle multiple Salesforce products on one Stackingo agreement and unlock cross-cloud partner pricing across the full CRM suite.
CROSS OEM COMPARISON
FIND THE BEST FIT — NOT JUST ONE
PRODUCT
Not the right fit? We’ve got other options. One RFQ unlocks multiple solutions, compared side by side—with zero vendor bias.
FREQUENTLY ASKED QUESTIONS
GOT QUESTIONS?
WE'VE GOT ANSWERS.
The questions every buyer asks before purchasing through Stackingo—pricing, licensing, what's included, and what to expect.
01
How low does Salesforce Digital Channels pricing start with Stackingo?
Through Stackingo, Salesforce Digital Channels starts at a guaranteed 10% below Salesforce's published list price, set inside Salesforce's authorized reseller programme.
💡
One detail that shapes the number: Base entitlements package SMS and WhatsApp outbound messages per licensed user, and high-volume campaigns burn through those allocations quickly.
02
How much comes off Salesforce Digital Channels list price?
Realistic savings on Salesforce Digital Channels run up to 35% below Salesforce direct, all within authorized programme limits.
⚠️
Structured WhatsApp messages must be approved by Meta independently. Delays of 3–10 business days are common. Go-live timelines must account for this dependency, which Salesforce cannot accelerate.
03
Why buy Salesforce Digital Channels through Stackingo?
Beyond the 10%-to-35% discount, Stackingo's value on Salesforce Digital Channels is commercial clarity — flagging the traps that inflate Salesforce bills:
Digital Engagement is a per-user add-on, not a base entitlement
Message volume caps are bundled per user — not per channel
WhatsApp templates require Meta pre-approval outside Salesforce control
Agentforce AI resolution quality depends on Knowledge Base maturity
Legacy Live Chat and Messaging for Web are architecturally separate
Omni-Channel routing requires Omni Supervisor and queue configuration
✓
That comes with a single structured quote across your evaluation and active renewal tracking, so nothing rolls over at full price.
04
Can Stackingo also implement Salesforce Digital Channels?
Licensing and delivery both. The Salesforce Digital Channels licence comes first, but the rollout is handled too — from Omni-Channel Routing Engine, Agentforce Autonomous AI, Unified Digital Agent Console, Marketing-to-Service Conversation Bridge, Native Channel Connectors, and Messaging for Web & In-App.
🛠️
Whether Stackingo implements it, manages a certified partner, or simply helps you compare third-party quotes, services and licence stay on a single comparable proposal.
05
What does Salesforce Digital Channels do, and who is it for?
Salesforce Digital Channels unifies every inbound messaging surface — WhatsApp, SMS, social, web chat — into a single agent workspace inside Service Cloud
Best fit · Enterprise CX Operations
Best fit · Service Cloud-Native Organisations
Typically replaces · Standalone Messaging Platforms
🎯
Enterprise CX Operations — 500+ seat contact centers managing high-volume
Service Cloud-Native Organisations — Existing CRM investment deepened — not replaced.
Typically replaces Standalone Messaging Platforms for teams consolidating point solutions
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GET A QUOTE IN 1 DAY.
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Up to 35% below list pricing
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