At Eigen X, we don’t just implement technology, we transform how organizations connect with their clients. A recent success story involves helping a legal services client move from very custom Salesforce legacy live chat system built using Visual force pages, which is slated for retirement in coming years from Salesforce to Salesforce Messaging for Web, delivering a modern, scalable, and compliance-aware solution.
Why Messaging for Web?
Legacy live chat systems often fall short in today’s digital landscape. They lack persistence, scalability, and the intelligence modern customers expect. Salesforce Messaging for Web, part of the Digital Engagement suite, offers a more powerful alternative—blending human support with Agent force Agents for responsive 24/7.
Guest-Based Messaging for Web: A Strategic Fit
For this implementation, Eigen X implemented Guest-Based Messaging for Web. Why guest-based? Many legal clients prefer or require low-friction entry points for their end-users without the need to log in. This approach allowed our client to provide seamless messaging while staying aligned with legal data handling standards.
We also integrated Agentforce, an AI-powered chatbot trained in Knowledge Articles. This bot became the front line for handling FAQs and common case issues—freeing up live agents for more complex matters using Salesforce, Clients Internal IT team support.
Smart Human Routing for Legal Compliance
Working with legal firms means navigating unique client preferences—particularly around security, client data, AI. Some opted out of Agentforce Agent’s interactions entirely, requiring human agents for all support.
Here’s how we solved that:
We built a custom pre-chat Lightning Web Component (LWC) that dynamically checks:
Contact-level opt-out preferences
Account-level opt-out preferences
Based on these preferences, the system routes conversations via Omni-Channel Flows:
If opted out and within business hours → Direct to human agent.
If opted out but outside support hours → A case is automatically created.
If not opted out → The Agentforce bot engages.
This ensures that every conversation honors the client's support expectations and regulatory preferences.
Embedded Seamlessly into a Client facing Website’s and Salesforce based experience site
One of the key technical challenges was embedding Messaging for Web into the client’s custom-built legal platform. Our team worked closely with the client’s web developers to deliver pixel-perfect, responsive implementation—blending Salesforce’s power with the client’s unique brand and experience.
Tangible Results
Since launching this upgraded solution, the client has seen a measurable impact:
Case Volume Reduction: By deflecting common inquiries to Agentforce, overall case volume dropped drastically, freeing up human agents to handle more complex cases.
Faster Response Times: Clients now get answers in seconds via the bot or routing to available agents.
Improved Compliance & Client Trust: The opt-out routing mechanism reassured firms concerned with AI, ensuring human touch where required.
The Eigen X Advantage
This project highlights what makes Eigen X different:
Deep Salesforce technical expertise
Practical experience working with regulated industries
Ability to combine AI-driven automation with compliance-sensitive human support
Seamless integration with custom digital platforms
Ready to Modernize Your Client Engagement?
Whether you're in legal services, financial services, or any industry where trust and responsiveness matters, Eigen X can help you modernize your Salesforce environment with intelligent, compliant solutions like Messaging for Web, Agentforce Agents.