sf-service-voice-digital

name	sf-service-voice-digital
description	Voice and digital engagement architecture for Service Cloud. Use when designing support workflows for voice, chat, SMS, messaging, and asynchronous digital channels with unified agent operations.
disable-model-invocation	true

Voice and Digital Engagement

Use This Skill When

• Planning channel rollout for voice, chat, SMS, and messaging.
• Designing blended agent operations across synchronous and asynchronous channels.
• Standardizing handoff and transcript context between channels.

Channel Design Framework

1. Define channel intent, response targets, and escalation thresholds.
2. Establish identity and context continuity across channels.
3. Map bot-to-agent and channel-to-channel handoff with transcript carryover.
4. Configure routing and concurrency policies by channel risk profile.
5. Set quality controls: QA sampling, sentiment/risk flags, compliance logging.

Required Outputs

• Channel capability matrix (hours, skill needs, SLA targets).
• Handoff pattern for bot/human and digital/voice escalation.
• Data retention and compliance notes by channel.