Salesforce Live Agent Overview

Salesforce Live Agent helps scale support by automating routine requests and deflecting cases. AI chatbots enable faster issue resolution across channels.

Use Cases

Customers recommend Engagement Management, Advertisement, Contact List Management, as the business use cases that they have been most satisfied with while using Salesforce Live Agent.

Other use cases:

  • Lead Engagement
  • Helpdesk Management
  • Generation Of New Leads
  • Workflow Management
  • Lead Management
  • Market Research
  • Forecasting
See all use cases See less use cases

Business Priorities

Acquire Customers and Enhance Customer Relationships are the most popular business priorities that customers and associates have achieved using Salesforce Live Agent.

Other priorities:

  • Increase Sales & Revenue
See all business priorities See less business priorities

Salesforce Live Agent Use-Cases and Business Priorities: Customer Satisfaction Data

Salesforce Live Agent works with different mediums / channels such as Chat. Website. Offline etc.

Salesforce Live Agent's features include Personalization. and Salesforce Live Agent support capabilities include Chat Support, Phone Support, Email Support, etc. also Salesforce Live Agent analytics capabilities include Custom Reports, and Analytics.

Reviews

"...Engaging leads at the right moment...." Peer review by Consultant

Peer review evidence (same sources as the product rating summary)

"...Salesforce Live Agent offers the best way to support and engage your customers while browsing your website so that you don t lose them. ..." 13 Best Live Chat Customer Service Software
"...We use three kinds of cookies on our websites: required, functional, and advertising...." Live Agent Customer Service Software: Service Cloud
"...create a channel for customers to contact us through online chat...." Peer review by User

Salesforce Live Agent, belong to a category of solutions that help Live Chat. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Salesforce Live Agent

Top Industries

  • Computer Software
  • Medical Devices
  • Marketing and Advertising

Popular in

  • Enterprise
  • Large Enterprise
  • Mid Market

Salesforce Live Agent is popular in Computer Software, Medical Devices, and Marketing And Advertising and is widely used by Enterprise, Large Enterprise, and Mid Market.

Salesforce Live Agent Customer wins, Customer success stories, Case studies

How can Salesforce Live Agent enhance your Engagement Management process?

How efficiently Does Salesforce Live Agent manage your Contact List Management?

How can Salesforce Live Agent enhance your Lead Engagement process?

22 buyers and buying teams have used Cuspera to assess how well Salesforce Live Agent solved their Live Chat needs. Cuspera uses 178 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Live Chat needs.

 

Curative - Healthcare - Medium

Salesforce (CRM) Lost A $600, 000 Contract To An In House AI CRM

USA

Curative has replaced its Salesforce CRM system with an in-house AI-powered CRM platform, terminating a $600,000 annual contract. This move highlights a shift towards custom AI solutions as a cost-ef...fective alternative to traditional SaaS CRM offerings. Salesforce cites security and compliance challenges for in-house systems in regulated sectors as potential hurdles.

Read on →
 

Curative - Healthcare - Medium

Curative Ditches $600, 000 Salesforce Contract Says 'AI Changes the Economics of Building ...

Austin, USA

Curative has terminated its $600,000 contract with Salesforce, opting to develop an AI-powered CRM system internally. This move underscores the potential of AI tools to enable faster, cost-effective ...software development tailored to specific business needs. Salesforce warns of the security and compliance challenges associated with internally developed systems, especially in regulated industries like healthcare.

Read on →
 

Siemens - Manufacturing - Very Large

Businesses nearly triple AI agent deployments — Salesforce

Munich, Germany

Salesforce reports a significant increase in AI agent deployments, with businesses nearly tripling their use over the past year. Siemens, a key customer, uses Salesforce's Agentforce platform to auto...mate lead qualification and routing, enhancing efficiency and sales growth. AI agents are increasingly handling complex tasks across industries, driving execution efficiency and improving customer interactions.

Read on →
 

Thames Valley Police and Hampshire & Isle of Wight Constabulary - Government Administration - Large

UK

Salesforce helped Thames Valley Police and Hampshire & Isle of Wight Constabulary launch a self-service portal for victims. Citizens can check case status and message officers directly. The portal le...d to a 15% improvement in CSAT score and £1.4M in cost avoidance. Contact center call volumes dropped by 10%. The solution was built and deployed in just 15 weeks.

Read more →
 

MIMIT Health - Hospital & Health Care - Small

Chicago, USA

MIMIT Health used Salesforce’s Agentic Enterprise Architecture to unify patient data and automate workflows. They replaced fragmented EHR systems with Agentforce Health, giving care teams a real-time..., complete view of each patient. This led to $1.5 million in annual operational savings, a 15% reduction in inventory costs, and $500,000 less in system maintenance. Providers now spend less time on paperwork and see 40% more patients. Physician burnout dropped to low single digits, and employees save three hours daily.

Read more →
 

Rare - Non Profit Organization Management - Medium

Arlington, USA

Rare used Salesforce’s unified platform to connect farmer data, fundraising, and grant workflows. The nonprofit replaced manual, disconnected tools with a single CRM, improving data access and automa...ting routine tasks. Teams now anticipate 40% more time for high-impact field work. Centralized data helps Rare expand regenerative farming from 17,500 to 300,000 hectares. Salesforce’s automation and AI features support Rare’s global mission and growth.

Read more →
lightning

Peers used Salesforce Live Agent for engagement management and advertisement

Salesforce Live Agent Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
Custom Reports

4.38/5 ★

Read Reviews (8)
Analytics

3.20/5 ★

Read Reviews (1)
CAPABILITIES RATINGS AND REVIEWS
Custom Reports

4.38/5 ★

Read Reviews (8)
Analytics

3.20/5 ★

Read Reviews (1)

Salesforce Live Agent Integrations

Salesforce Live Agent integrates with a wide range of software applications through its robust data import and export capabilities.

Data Import

4.51/5 ★

Read Reviews (9)
Data Export

3.80/5 ★

Read Reviews (4)

Few API Integrations for Salesforce Live Agent

Tubular

4.84 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Poplar

4.0 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Lucidchart

4.52 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

FireText

4.0 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Copper

4.5 5
 ★ ★ ★ ★ ★  ☆ ☆ ☆ ☆ ☆

Software Failure Risk Guidance

?

for Salesforce Live Agent

Top Failure Risks for Salesforce Live Agent

Salesforce, Inc. News

Product

Salesforce aims to be your enterprise AI harness, touts AIforce

Salesforce introduces AIforce, an enterprise AI harness designed to integrate data and workflows with AI agents without additional integrations. AIforce aims to unify Salesforce's platform layers, including data, applications, and semantics, enhancing enterprise transformation. The platform features zero data retention and packaged agents for industry-specific tasks.

Read more →
Partnership

Salesforce and Anthropic Announce Claudeforce: The #1 AI Meets the #1 AI CRM

Salesforce and Anthropic have launched Claudeforce, a strategic partnership that integrates Claude's AI reasoning with Salesforce's enterprise platform. This collaboration introduces Salesforce in Claude, a plugin with 37 prebuilt sales skills, enhancing sales automation and enterprise data integration. The partnership also embeds Claude into Salesforce and Slack, aiming to transform enterprise AI applications and productivity.

Read more →
Product

Salesforce Quarterly Highlights: FY27 Q2 Product Releases and Corporate Announcements

Salesforce announced several product releases and enhancements in its FY27 Q2 update. Key updates include the launch of Agentic Advisor, Agentforce Commerce, and Agentforce Help Agent, which leverage AI to enhance customer service and commerce capabilities. Additionally, Salesforce introduced new MCP servers for better integration with Slackbot, enhancing CRM functionalities within Slack. These innovations aim to improve customer engagement and operational efficiency across various platforms.

Read more →
Awards

Salesforce Named a Leader in IDC MarketScape: Worldwide Software Platforms for National Civilian Government AI-Enabled Case Management

Salesforce has been named a Leader in the 2026 IDC MarketScape for Worldwide Software Platforms for National Civilian Government AI-Enabled Case Management. The recognition highlights Salesforce's strengths in mission-specific case management templates, AI investments, and global compliance. This accolade underscores Salesforce's role in enhancing government agencies' efficiency and responsiveness through AI-driven solutions.

Read more →

Salesforce, Inc. Profile

Company Name

Salesforce, Inc.

Company Website

https://www.salesforce.com/in/

Year Founded

1999

HQ Location

415 Mission Street, 3rd Floor, San Francisco, CA 94105, United States

Employees

10001+

Social

Facebook Linkedin Twitter

Financials

IPO