---
schema_version: "1"
id: 1bbc86576f353cc2b5e5a6debb103bbb3fccc27bf3a5d82dc8b1c07e8e9786ba
title: Send Automated Messages in Standard Messaging Channels
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_create.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.livemessage_automatic_message_notifications_create.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b01c96542098171bab2cdb72f660ac5aa32403c2dc0450588311a17490694709
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Send Automated Messages in Standard Messaging Channels

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. 

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <tbody>
          <tr class="">
            <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_create__d386e728"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_automatic_message_notifications_create__d386e728" 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;">Standard SMS 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 In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced
              WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for
              Business, Enhanced LINE, and Bring Your Own Channel</td>

          </tr>
        </tbody>
      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d103729e98">User Permissions Needed</th>
          </tr>
        </thead>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d103729e98 ">To create messaging templates and view errors:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d103729e98 ">Configure Messaging</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d103729e98 ">To view channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d103729e98 ">View Setup and Configuration</td>

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

Automated messages appear in a customer’s messaging history. They don’t require a response, but if the customer does respond, their response is routed back to your support team.

Each automated message is based on a messaging template that determines the message content. You can add merge fields to your templates to include personalized data, such as the customer’s name or case status. A template can be used for multiple types of Messaging channels. After you create templates, create a flow to send the template-based messages.

![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 Messaging User fields can’t be inserted as merge fields. You can access fields only from these objects: Account, Asset, Case, Contact, Lead, Location, Opportunity, Organization, Service Contract, User, and any custom object with **Allow Activities** enabled. When Field Service is enabled, you can also access fields from these objects: Assigned Resource, Maintenance Plan, Return Order, Service Appointment, Work Order. When Work.com is installed with Broadcast permissions, the Employee object is available.

Create your messaging template in Setup.

1. From Setup, enter Messaging in the Quick Find box, and select **Messaging Templates**.
2. Click **New**.
3. Enter a name and description for your template.
4. In the Message field, enter your message. Use merge fields to insert variables into the message, such as the customer's name or case status.
    
    ![The merge fields section of the messaging template pop-up](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/message_template_merge_fields_sec.png)
    
    If you’re creating a standard WhatsApp template, copy and paste the approved template while replacing the parameter placeholders with your merge fields. The remaining template content must match your WhatsApp submission exactly, including spaces and line breaks.
5. Select the channels where this template will be available.
    
    ![The channel section of the messaging template pop-up](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/message_template_channel_sec.png)
6. Click **Save**.

After you create a messaging template, [create a flow](https://help.salesforce.com/s/articleView?id=service.livemessage_automatic_notifications_flows.htm&release=264.0.0&type=5 "Set up automation that sends template-based messages in standard Messaging channels when certain conditions are met.") that manages the sending of the message.

- **[Create a Flow to Send Messages in Standard Channels](https://help.salesforce.com/s/articleView?id=service.livemessage_automatic_notifications_flows.htm&release=264.0.0&type=5)**  
    Set up automation that sends template-based messages in standard Messaging channels when certain conditions are met.
- **[Troubleshoot Errors for Automated Messages in Standard Messaging Channels](https://help.salesforce.com/s/articleView?id=service.livemessage_troubleshoot_errors.htm&release=264.0.0&type=5)**  
    If something goes wrong when a flow tries to send a message notification in a standard Messaging channel, review the Standard Messaging Error Log to find out what happened.