SMS Messaging for Sales relies on Salesforce Omni Channel to route incoming messages to
the right sales rep. Set up Omni Channel to route messages directly to and from reps.
Required Editions
| User Permissions Needed |
| to set up Omni-Channel: |
Customize Application |
| To modify Permission sets: |
Manage Profiles and Permission Sets |
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Set up Omni-Channel. For detailed instructions, see Enable and Configure Omni-Channel.
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In Omni-Channel settings, turn on Enhanced Omni Channel and Enable Status Based Capacity.
For detailed instructions, see Set Up a Status-Based Capacity Model.
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Set Omni-Channel to Enhanced mode. For detailed instructions, see Upgrade Standard Omni-Channel to Enhanced.
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Create presence statuses for your sales reps. Presence statuses let reps indicate when they
are online and available for messages. You can name your presence statuses in any way that
makes sense for your team. You can also choose to edit the default presence configuration. When
first configuring presence settings, we recommend setting the Capacity to 100. For detailed
instructions, see Create Presence Statuses.
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Assign Presence Configurations to SMS users with a permission set. For detailed
instructions, see Set Access to Presence Statuses.
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Add the Omni Inbox component to the Sales or Sales Engagement apps. For detailed
instructions, see Add the Omni-Channel Component to a Lightning
App.
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Add a routing configuration for Omni-Channel. We recommend using the same routing
configuration for all users and that you set the Units of Capacity for In-Progress Work Items
to 1. For detailed instructions, see Create Routing Configurations for Your Queues and
Routing Configuration Settings.
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Update Omni Channel presence statuses for your custom permission set. For detailed
instructions, see Set Access to Presence Statuses with Permission
Sets.
