Integration · Sales and Marketing

Make Agentforce aware of a customer's cross-channel lifecycle in Braze

Braze runs lifecycle engagement across the channels a customer actually uses — push, in-app messages, and email — orchestrated through Canvas journeys and driven by behavioral events and segments. Emerge Digital connects that engagement fabric to Agentforce so an agent knows which Canvas a customer is in, which channels have reached them, and what behaviour put them there. Instead of a support or sales exchange happening in isolation, the agent reasons over the full cross-channel picture of how the customer has already been engaged.

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What this unlocks

Agents see which Braze Canvas journey a customer is in and which channels — push, in-app, or email — have recently reached them.
Behavioral events and custom attributes flowing through Braze give an agent a live read on what a customer has done, not just who they are.
Segment membership informs how an agent engages, so its response matches the lifecycle stage the customer sits in.
An agent can recognise cross-channel fatigue or a stalled journey and adjust its approach so the conversation complements the messaging in flight.

In the customer journey

Support that sees every channel

A customer who received a push notification and an in-app prompt reaches out confused, and the agent reads that cross-channel history from Braze to untangle what they saw and where.

Lifecycle-aware re-engagement

When a customer in a win-back Canvas replies, the agent recognises the lifecycle stage and the events that triggered it, responding in a way that moves the journey forward rather than restarting it.

Braze spans the Engage and Optimize stages, where ongoing lifecycle messaging keeps customers active across channels. Grounding agents in its Canvas, event, and segment data lets a conversation fit into the broader lifecycle rather than cut across it. What an agent observes in that exchange can, in turn, refine the segments and behavioral triggers shaping the next round of messaging.

How Emerge integrates Braze

Emerge Digital connects Braze with Agentforce as a consulting engagement — not a downloadable connector. We map the behavioral events, custom attributes, segments, and Canvas context your agents need, define the permissions that govern which of that data each agent may read, and build the actions an agent uses to reference or respond to a customer's lifecycle state. We keep a person in the loop where altering someone's cross-channel journey calls for judgement, and we build the connection around your Braze workspace rather than a stock configuration.

How we structure an engagement

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FAQ

Can an agent send a Braze message or move a customer through a Canvas?

Only where you have granted that action. Emerge decides whether an agent may read lifecycle data, reference it, or trigger messaging, and keeps a person in the loop where changing a customer's journey warrants it.

Is this a pre-built Braze integration we can install ourselves?

No. It is a services engagement — Emerge maps your event and segment data, configures retrieval and actions, and governs access. There is no plugin for your team to install.

Will agents have access to all of our Braze customer data?

No. An agent reads only the events, attributes, and segments the permissions Emerge configures allow, so access stays limited to the lifecycle data you have chosen to expose.

Ground your agents in Braze.

Tell us what your agents need to read and write in Braze, and we'll design the integration and the governance around it.

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