2026 Gartner® Magic Quadrant™

Emplifi named a Leader in the 2026 Gartner® Magic Quadrant™ for Social Media Management and Listening

Emplifi named a Leader in the 2026 Gartner® Magic Quadrant™ for Social Media Management and Listening Get the Report

Emplifi Care

AI-powered social customer service platform for enterprise teams

Emplifi Care gives enterprise brands one workspace for every customer conversation across social and messaging channels. Route and prioritize cases automatically, so the right agent responds — with full customer history already in view. Generate response suggestions in multiple languages, helping teams reply faster and more consistently at scale.

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Manage social customer service more efficiently with AI-powered workflows

53%

Faster handle time with Emplifi Care and Service Orchestrator, leveraging Fuel AI for smart routing and case summaries.

Enterprise governance, no complexity

Flow Automations, skills-based routing, SLA policies & CRM integration (Salesforce, Microsoft Dynamics)

176%

More resolutions without adding headcount. AI-powered triage frees up agents for complex interactions.

Manage social and messaging support from one workspace

Aggregate DMs, comments, chats, mentions and messaging into one thread, so agents have context.

Manage social customer support from one connected workspace

Emplifi Care helps enterprise brands manage social customer service across every channel with AI-powered triage, omnichannel case management, multilingual support, CRM integrations, and workflow automation built into one customer care workspace.

Summarize every case before agents respond

AI Case Summary reads incoming customer conversations and generates structured summaries that surface customer context, intent, sentiment, and priority before an agent opens the interaction. Agents can move directly into issue resolution without manually reviewing the entire conversation history.

Manage social and messaging support from one workspace

DMs, comments, chats, mentions, and reviews flow into one unified workspace with centralized routing rules, SLAs, and escalation workflows. Teams can manage social customer service operations consistently across channels without switching between disconnected tools.

Never miss an SLA, or a breach

Set response and resolution targets by priority — or let Fuel AI configure them for you. Live countdown timers show agents which cases need attention now, auto-pause on hold, and respect your team’s business hours. Breach notifications alert supervisors before a missed SLA becomes a missed customer.

Access customer context before responding

Bi-directional CRM (Salesforce/Microsoft Dynamics) integration surfaces customer history, account details, and past interactions directly inside the case view Every interaction syncs back automatically, so your CRM stays current without manual updates.

Protect customer data with automated compliance controls

Fuel AI automatically redacts personally identifiable information before interactions reach the queue. Compliance and data protection workflows run continuously across customer support operations without relying on manual review processes.

Unlock new possibilities for social customer service with Emplifi Care

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Enterprise teams managing social customer service with Emplifi

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Emplifi has made life a lot easier. The whole process has been smooth, from working with our wonderful customer success manager, to implementing and managing the tool, the Emplifi team was available, responsive, and knowledgable.

Alex Bresette Director of Guest Relations

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"For Bath & Body Works, embracing digital transformation was essential. It’s more than just using technology as a tool. It’s about speaking the language of our times to connect deeply with our customers. It’s the blend of technology and personal touch that defines our customer success experience."

Mahmoud Zammar Marketing Executive, Bath & Body Works

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"Every customer engagement is an opportunity to enhance our relationship and create a great experience for our community. That's why (Emplifi) is an integral part of our community management strategy. With Emplifi's easy-to-use interface, we can close the gap in cross-team communication so we can give our customers the attention they deserve."

Osmat Awar Director of Corporate Communication and Social Responsibility, McDonald's RICC

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Questions about Emplifi Care, answered

What is Emplifi Care?

Emplifi Care is an AI-powered social customer service workspace built on Service Orchestrator within Emplifi Fuel. It helps enterprise brands manage DMs, comments, chats, mentions, and reviews from one connected workspace using AI-powered triage, routing, case summaries, translation, and CRM integrations.

What channels does Emplifi Care support?

Emplifi Care supports social and messaging channels including DMs, comments, chats, mentions, and reviews across major digital platforms. Routing rules, SLA management, and escalation workflows apply consistently across every connected channel.

How does Fuel AI improve customer care operations?

Fuel AI helps automate triage, case summaries, routing, translation, and prioritization across incoming customer interactions. AI-assisted workflows help customer care teams reduce handle time, improve response speed, and manage higher conversation volumes more efficiently.

Does Emplifi Care integrate with Salesforce and HubSpot?

Yes. Emplifi Care integrates with Salesforce, HubSpot, and additional CRM systems to surface customer history, account details, and conversation context directly inside the workspace. Resolved interactions write back to the CRM automatically to maintain continuity across support workflows.

How is Emplifi Care different from other customer care platforms?

Emplifi combines social customer service, AI-powered triage, omnichannel case management, chatbot automation, analytics, and social listening in one connected platform designed for enterprise support teams. Brands can manage customer support workflows, reporting, and escalation paths from one unified customer care experience instead of disconnected tools.

Is PII redacted before Fuel AI processes customer data?

Yes. PII redaction runs inside every interaction as a platform-level process. Care agents work without exposure to raw PII in the workspace. Compliance governance is automated and consistent, not dependent on individual agent steps.

What is the difference between Emplifi Care and Emplifi Agent?

Emplifi Care is the AI-powered social customer service workspace where care agents manage DMs, comments, chats, mentions, and reviews with Fuel AI running case summaries, routing, real-time translation, and CRM context. Emplifi Agent is the high-volume case management engine for complex enterprise case workflows at scale. Both run inside Service Orchestrator on Emplifi Fuel.

What integrations does Emplifi Care support?

Emplifi Care connects to Salesforce, HubSpot, and other enterprise systems through Fuel Integrations. Social channel coverage includes all major platforms. API access and enterprise SSO are included. Your Emplifi onboarding team configures integrations for your environment during deployment.

Explore additional social customer care resources

Learn more about social customer care and the power of exceptional digital customer journeys across all touchpoints.

How can I best align my team for social customer care?

What do customers expect from brands for social care?

How does social care fit into the customer experience?

How can social media play a role in customer care?

How can we integrate AI into our social care strategy?

What are best practices around customer self-service?

Ready to fuel your teams with A-CX?

Discover what Emplifi can do for you. We turn small teams into large ones, and large teams into well oiled machines, but either way, we offer the rocket ship, you just need to jump on.

What can you expect?

A live walkthrough of Emplifi Fuel tailored to your specific social marketing, commerce, and care needs
A benchmark of how your brand performs against peers in your industry
A partner who understands your business, and 22,000 others
A concrete action plan to go from disjointed teams to A-CX

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