Explore the latest enhancements that empower reps and supervisors to more efficiently and effectively resolve customer issues over Messaging channels.
- Clean Up Messaging Session List Views without Disrupting Conversation History (Beta)
To manage wait-time SLAs and perform end-of-day queue cleanup, you can now manually end Enhanced messaging sessions from a list view. Previously, you had to end the entire conversation from the Messaging Session list view on a Messaging User’s profile, preventing future messaging sessions for that same messaging user from being stitched together in a conversation history. - Create Dynamic WhatsApp Messaging Content
Go beyond simple data collection. Transform your WhatsApp Flows into dynamic, data-driven experiences to drive higher customer engagement and conversion rates. Based on input data and user responses, adapt the message content and screens. For example, offer personalized interest rates based on the user’s credit history or dynamically render the next screen in a WhatsApp Flow based on a user’s response in the previous screen. - End Conversations from the Messaging Session List View
You asked, we listened. We brought back the End Conversation menu option in the Messaging Session list view of a Messaging User record for Enhanced Messaging. When you select End Conversation, the messaging session is ended, and any future messaging sessions that are initiated by the end user aren’t stitched back to it in a cohesive conversation history. - Prevent Reps from Disconnecting Conversation History
To preserve conversation history in Enhanced Messaging, we removed the End Conversation menu option from the list view for messaging sessions. Selecting this option prevented future messaging sessions for an end user from being stitched to existing messaging conversation history, which worked against the asynchronous promise of Enhanced Messaging. This menu option is still available in messaging sessions for Enhanced Chat. - Manage Messaging Costs with Salesforce Message Credits
Optimize your messaging budget by switching to the new Salesforce Message Credits for WhatsApp and SMS. It tracks your WhatsApp and SMS consumption in real time through a single pool of credits that's applicable across Service and Marketing. You move away from bundled add-ons and pay for exactly what you use, with all messaging data integrated directly into your Salesforce Digital Wallet. - Avoid Surprises with New License Checks in Messaging
During messaging channel setup, we now let you know if you’re missing or running low on brand licenses, campaign licenses, or SMS lease licenses, or SMS or WhatsApp message credits. We also show the number of licenses or requests remaining. These messages are visible on the Regulatory Compliance and Messaging Settings pages in Setup. - Replace your Messaging Permission Set License
We’re replacing the Messaging User permission set license with a new one named Messaging Unlimited. To avoid interrupting feature access, if you upgrade your Messaging licensing model from Digital Engagement to Agentforce Contact Center Digital, assign the new permission set license to your Messaging users. If you’re still using Digital Engagement, no action is needed. - Accept Clearer Terms and Conditions in Enhanced Chat
Read and accept a modernized Terms and Conditions page for Enhanced Chat channels. When you create your first Enhanced Chat channel, you’re prompted to accept terms and conditions only once per Salesforce org. Get the information you need quicker with shorter, simplified text and links. - Let Service Reps Edit Chat and Messaging Responses with AI
With Write with AI for Enhanced Chat and Messaging, service reps can instantly refine, expand, or shorten their messages to match your brand's tone, decreasing response time while improving the quality and consistency of customer interactions. - Save Money by Hiding the Real-Time Translations Preview Bar
Reduce calls to Agentforce Speech Foundation, each of which can consume flex credits if your free limit is reached, by hiding the Real-Time Translations preview bar. When the bar is hidden, a service rep won’t see a translation preview as they type, but their message will be translated when sent to the end user, calling Agentforce Speech Foundation just once. - Protect Service Reps’ Privacy in Business-Initiated Outbound Messaging
Replace your Service reps’ first and last name with your Company Name in the disclaimer that’s sent to a Message End User the very first time that you send them a Business-Initiated Outbound message. Use this in conjunction with Aliases to ensure that reps’ private information is protected. - Educate Service Reps About Chat Exit Behavior
Enable confirmation modals to provide Service reps with more information about what happens when they select Leave Chat or End Chat in various scenarios. - Streamline the Management of WhatsApp Templates
Build and manage Utility and Marketing WhatsApp templates directly in Salesforce. You can now create, edit, submit for approval, publish, and delete these template types in Messaging Component Builder. By managing WhatsApp templates directly in Salesforce, you save time and minimize synchronization issues with your WhatsApp Business account (WABA). Previously, you created the WhatsApp templates and managed them in your WhatsApp Business account, and then import them into Salesforce. - Take Ownership of your Data Residency on Unified WhatsApp
Define the specific country or region where your WhatsApp data is stored at rest on Meta's side. By giving you control over data residency for each individual phone number, we help you meet your internal compliance and regulatory requirements. - Review De-Duplication Activity for Unified WhatsApp
New logic ensures that you contact the most recently added individual in a Unified WhatsApp channel, and new error codes explain why other duplicate individuals weren’t contacted. Previously, there wasn’t logic to choose an Individual, and there weren’t error codes to explain why we made the choice. - Legacy Chat Is Being Retired
Legacy Chat is scheduled for retirement on February 14, 2026. You can continue to use Legacy Chat until that date, but we recommend transitioning to Enhanced Chat for modernized customer communication. Enhanced Chat offers many of the Legacy Chat features that you love, plus asynchronous conversations that can be picked back up at any time. - Bring Your Own Channel
Improve the experience for reps and messaging end users by exploring the latest enhancements and updates for Bring Your Own Channel for Messaging and Bring Your Own Channel for Contact Center as a Service (CCaaS). - Support for Migration of SMS Channel Metadata from Sandbox to Production and Vice Versa
You can now migrate SMS channels metadata from a sandbox org to a production org using metadata APIs and the tools that you're comfortable with. - Manage Activation and Deactivation of Enhanced Messaging Channels in Bulk
You can now activate and deactivate enhanced SMS messaging channels in both sandbox and production environments, either in bulk using a CSV file or individually at the record level. - Convert Approved SMS Codes to SMS Channels in Service Cloud
You can now convert your approved SMS codes to SMS channels in bulk or individually from Setup. - Manage Brands, Campaigns, and SMS Code Requests from Production Only
Your changes to brands, campaigns, and SMS code requests are now restricted to production environments. - Process Payments Seamlessly in WhatsApp Conversations
Process your payments instantly and seamlessly in WhatsApp while having a conversation with your customer. The Payment Messaging component now supports WhatsApp. Sales reps can now send secured direct payment requests to customers.