Don’t pin the feature on the donkey.

So many freakin’ features…

AI Refinement

Translation

Quick Text

Emojis

File Picker

Voice Transcription

Flag Raise

Transfer

Transfer

Structured Content

Formatting

AI Refinement Translation Quick Text Emojis File Picker Voice Transcription Flag Raise Transfer Transfer Structured Content Formatting

…And more to come.

With a UI as vital as this composer, sneezing buttons all over the place wasn’t going to cut it. Service Agents are busy enough that they shouldn’t have to scan for what to click among a mass of options.

How can we add agent capabilities, without adding noise?

The a-ha moment came when I realized that users are only typically doing one thing at a time. They’d never format while initiating AI refinement, never add a file and translate text at the same time, and never add emojis while selecting quick text. With that, revealing what’s useful when it’s useful made it much easier to add focus and not sneeze buttons all over the composer UI.

A rough animation of a cleaner composer. Clicking each parent-level option hides others and reveals only the relevant subordinate functions.

Each month human agents send more than:

• 110 Million Messages

• 9 Million Pre-Composed Responses

• 1 Million Attachments

• 600 Thousand Voice Recordings

And this design is providing clarity so they can be even more effective.

The overhaul of the Agent Composer is a natural place to bring in the latest in the Salesforce Lightning Design Language without moving anyone’s cheese too far, and bonus for everyone, it’s also extensible to any other composer need.