Salesforce Docs Portal

Set Up Digital Engagement for SMS

SMS Messaging for Sales requires that Salesforce Digital Engagement is turned on.

Required Editions

REQUIRED EDITIONS
View supported editions.
 
User Permissions Needed
To enable Messaging:

View Setup and Configuration

AND

System Administrator
To assign permission sets:

View Setup and Configuration

AND

Assign Permission Sets
To assign permission set licenses: Manage Users
To create permission sets: Manage Profiless and Permission Sets
To edit users: Manage Internal Users

To set up Digital Engagement for SMS messaging, follow these steps.

  1. Turn on Messaging in Service Cloud. For detailed instructions see Turn On Messaging.
  2. To enable users to send SMS messages with Digital Engagement, create a custom permission set for those users with the following steps.
  3. In Setup, enter Permission Sets in the Quick Find box and then click Permission Sets.
  4. On the Permission Sets page, click New.
  5. Enter a name and description for your permission set and then click Save.
  6. On the permission set detail page, click App Permissions and then turn on the Send Initial SMS Message to Individual permission.
  7. Assign the permission set to all users who need to use SMS messaging. For details about assigning permission sets to users, see Manage Permission Set Assignments.
  8. Add remaining required permissions to the permission set. For detailed instructions, see Give Users Access to Messaging.
  9. Assign the permission set to users who will message with customers or supervise sales reps in messaging channels.