Salesforce Live Agent has long been a staple for businesses leveraging customer support through real-time chat. Now, Salesforce live agent is retiring in early 2026, many companies are seeking alternatives that can provide the same or better functionality. In this blog post, we’ll explore some suitable replacement tools that can fulfill the needs of customer support teams, ensuring that customer communication remains seamless and efficient.
Why the Change?
The retirement of Salesforce Live Agent presents challenges and opportunities. Companies rely on live chat for real-time support, and adapting to new tools is crucial for maintaining customer satisfaction. Whether you’re seeking better integration, improved user experience, or advanced features, there are several tools worth considering.
Top Alternate Tools
- Salesforce Service Cloud Digital Engagement (Recommended)
- Zendesk Messaging
- Intercom
- Freshchat
- LivePerson
- Genesys DX
- Key Considerations
- Conclusion
1. Salesforce Service Cloud Digital Engagement (Recommended)
Overview:
Salesforce Service Cloud Digital Engagement is a comprehensive, AI-powered solution that unifies customer conversations across chat, messaging apps, social media, and more-all within the Salesforce platform. Agents can manage every digital interaction from a single interface, streamlining workflows and boosting productivity.
Key Features:
- Seamless integration with Salesforce CRM for a unified customer view.
- Intelligent routing and automation with Einstein Bots and AI.
- Real-time dashboards and analytics for performance and customer insights.
- Omnichannel support: chat, SMS, WhatsApp, Facebook Messenger, and more.
- Personalized, consistent customer experiences across all digital touchpoints.
- Easy integration with existing systems and “bring your own channel” flexibility.
Best For:
Organizations seeking a future-proof, scalable, and deeply integrated digital engagement platform-especially those already using Salesforce or aiming for seamless omnichannel service and advanced automation.
2. Zendesk Messaging
Overview:
Zendesk Messaging offers real-time and asynchronous messaging across web, mobile, and social channels. It’s designed for businesses that want to enhance customer conversations with automation and easy integration into the Zendesk ecosystem.
Key Features:
- Bots and automated workflows for faster resolutions.
- Unified messaging across web, mobile, and social channels.
- Deep integration with Zendesk’s ticketing and support tools.
- Analytics for tracking customer engagement and agent performance.
Best For:
Businesses seeking a flexible, scalable chat solution that integrates tightly with Zendesk’s support suite.
3. Intercom
Overview:
Intercom is a customer messaging platform that combines live chat, bots, and targeted messaging to drive engagement and support. It’s ideal for companies focused on proactive communication and personalized experiences.
Key Features:
- Targeted, behavior-based messaging and product tours.
- AI chatbots for 24/7 support and lead qualification.
- Unified inbox for managing all conversations.
- Customer data and engagement analytics.
Best For:
Organizations prioritizing user engagement, onboarding, and proactive support.
4. Freshchat
Overview:
Freshchat delivers modern messaging experiences across web, mobile, and social platforms, with built-in bots and automation. It’s designed for continuous, contextual customer conversations.
Key Features:
- Live chat and AI-powered bots for instant responses.
- Integration with Freshworks CRM and productivity tools.
- Rich media support for images, videos, and files.
- Omnichannel messaging from a single dashboard.
Best For:
Small to mid-sized businesses needing an affordable, feature-rich chat solution with easy integrations.
5. LivePerson
Overview:
LivePerson specializes in AI-powered messaging and conversational commerce, enabling brands to connect with customers on their preferred channels.
Key Features:
- Conversational AI for automating routine queries.
- Messaging across web, SMS, WhatsApp, and social platforms.
- Analytics and intent recognition for deeper insights.
- Integration with CRM and commerce platforms.
Best For:
Enterprises aiming to scale digital conversations and automate customer engagement at volume.
6. Genesys DX
Overview:
Genesys DX (formerly Bold360) is a digital customer engagement platform that combines AI chatbots and live agent support for seamless customer journeys.
Key Features:
- AI-powered bots for self-service and automation.
- Unified agent workspace for chat, messaging, and email.
- Advanced analytics and reporting.
- Integration with CRM and knowledge bases.
Best For:
Organizations needing robust automation and omnichannel engagement, especially in regulated or large-scale environments.
Key Considerations When Choosing a Replacement Tool
- Integration: How well the tool integrates with your existing systems is crucial. Choose a tool that syncs seamlessly with your CRM, email, and other business applications.
- Scalability: As your business grows, your customer support needs may expand. Opt for a tool that can easily scale with your operations.
- Ease of Use: A user-friendly interface will decrease training time for your staff and promote efficiency in customer interactions.
- Analytics and Reporting: Tools that offer in-depth analytics can help you monitor performance and refine your customer service strategy.
- Customer Support: Reliable customer support for the tool itself is essential. Ensure that the vendor offers timely assistance and resources.
Conclusion
Transitioning from Salesforce Live Agent to a new tool may seem daunting, but with the right replacement, For organizations seeking a unified, intelligent, and future-ready digital engagement solution, Salesforce Service Cloud Digital Engagement stands out as the top choice. Its deep CRM integration, AI capabilities, omnichannel reach, and scalability position it as the best investment for transforming customer service and driving business growth
