---
schema_version: "1"
id: 12c0d480ae1d98eaa10ea0bcda95fd9f8b36d7f27afa9c8487f60bdfc5980c7d
title: Set Up Automated Notifications in Messaging
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/livemessage_automatic_message_notifications.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.livemessage_automatic_message_notifications.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: dc560f6bb3334c9b93cedc5f920337e569d0eb7c00333c02d1db2b2e3c981495
description: "Send automated messages to customers in supported Messaging channels based on certain events. For example, notify customers about the status of their case: “John, your case #1234 has been resolved.” Automated messaging is also known as triggered outbound messaging."
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Set Up Automated Notifications in Messaging

Send automated messages to customers in supported Messaging channels based on certain events. For example, notify customers about the status of their case: “John, your case #1234 has been resolved.” Automated messaging is also known as triggered outbound messaging.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
      <colgroup>
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          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <a name="livemessage_automatic_message_notifications__d1178e3031"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_automatic_message_notifications__d1178e3031" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
            <strong>This article applies to:</strong>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced WhatsApp, Standard and Enhanced SMS, and Enhanced
            Apple Messages for Business channels</td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span>
            <strong>This article doesn’t apply to:</strong>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Enhanced
            LINE, and Bring Your Own Channel</td>

        </tr>
      </tbody>
    </table>

The way you set up and send an automated notification depends on the channel where it’s sent.

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      <colgroup>
        <col style="width:33.33333333333333%">
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      <thead class="slds-text-title_caps ">
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          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d79982e101">Channel Type</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d79982e104">Setup Method</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d79982e107">Sending Method</th>
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          <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d79982e101 ">Standard SMS and standard Facebook Messenger channels</td>

          <td data-label="Setup Method" class="slds-cell-wrap" style="vertical-align:top;" headers="d79982e104 ">Create a template on the Messaging Templates page in Setup.</td>

          <td data-label="Sending Method" class="slds-cell-wrap" style="vertical-align:top;" headers="d79982e107 ">
            <p>A flow sends the message.</p>
            <p style="margin-bottom:0;">In SMS channels, automated messages are supported
              only within the country of the channel’s phone number. For example, in a channel
              with a US phone number (+1), you can send automatic messages only to US phone
              numbers.&nbsp;</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d79982e101 ">Enhanced WhatsApp channels</td>

          <td data-label="Setup Method" class="slds-cell-wrap" style="vertical-align:top;" headers="d79982e104 ">Create a template in WhatsApp Business Manager. Then, create a notification
            messaging component on the Messaging Components page in Setup, and link it to your
            template. </td>

          <td data-label="Sending Method" class="slds-cell-wrap" style="vertical-align:top;" headers="d79982e107 ">A flow sends the message. Service reps can also send them manually from the
            Service Console.</td>

        </tr>
        <tr class="">
          <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d79982e101 ">Enhanced In-App Chat, enhanced SMS, enhanced LINE, and enhanced Apple Messages
            for Business channels</td>

          <td data-label="Setup Method" class="slds-cell-wrap" style="vertical-align:top;" headers="d79982e104 ">Create a notification messaging component on the Messaging Components page in
            Setup.</td>

          <td data-label="Sending Method" class="slds-cell-wrap" style="vertical-align:top;" headers="d79982e107 ">A flow sends the message. Service reps can also send them manually from the
            Service Console.</td>

        </tr>
      </tbody>
    </table>

In Enhanced In-App Chat, you can also set up push notifications. Push notifications alert customers about new messages sent by service reps or automation. For example, after a flow sends a message to a customer in your iOS app, a push notification informs the customer that they received a message.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note In enhanced Facebook Messenger, enhanced LINE, and Bring Your Own Channel, service reps can send notification messaging components manually from the Service Console by clicking the messaging component action and selecting a component. However, you can’t send them via automation.

- **[Set Push Notifications for Enhanced In-App Chat](https://help.salesforce.com/s/articleView?id=service.miaw_inapp_push.htm&release=264.0.0&type=5)**  
    Set push notifications for your iOS or Android mobile apps in your Enhanced In-App Chat channel. Unlike messages that are automated or sent by service reps, push notifications are temporary and don’t appear in a user’s chat history.
- **[Send Automated Messages in Enhanced Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_automated_enhanced.htm&release=264.0.0&type=5)**  
    Using a flow and a notification messaging component, send customers automated messages to notify them about a product delivery, case update, or something else.
- **[Send Automated Messages in Standard Messaging Channels](https://help.salesforce.com/s/articleView?id=service.livemessage_automatic_message_notifications_create.htm&release=264.0.0&type=5)**  
    Using a flow, send customers automated, template-based messages in standard Messaging channels to notify them about a product delivery, case update, or something else.