---
schema_version: "1"
id: bda782cbffc93b704c9b9c282d01551b70979aa974d43289cdc7aa685e12a867
title: Provide Conversation Support with Messaging
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/livemessage_intro.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.livemessage_intro.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: eefd1e6704f6a7db70aba65375041d7447c15406e65c9af475adc66d12266c7b
description: Message with customers in real time from the Service Console on mobile or desktop. Agentforce Contact Center Messaging supports WhatsApp, Facebook Messenger, Apple Messages for Business, LINE, SMS, and Partner Messaging integrations, as well as website and mobile app messaging. Partner Contact Center Messaging connects Salesforce to your preferred contact center as a service (CCaaS) provider.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Provide Conversation Support with Messaging

Message with customers in real time from the Service Console on mobile or desktop. Agentforce Contact Center Messaging supports WhatsApp, Facebook Messenger, Apple Messages for Business, LINE, SMS, and Partner Messaging integrations, as well as website and mobile app messaging. Partner Contact Center Messaging connects Salesforce to your preferred contact center as a service (CCaaS) provider.

![Messaging banner](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/main-banner_lm_messaging.png)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
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          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="livemessage_intro__image_qy2_fff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_intro__image_qy2_fff_5cc" 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/learning_maps/lm_start.png" alt="Start"></span>
            </p>
            <p><strong>Learn About Messaging</strong>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_introduction.htm&amp;release=264.0.0&amp;type=5" title="Seventy-five percent of adults want to communicate with brands the same way they do friends and family—through messaging. Messaging in Agentforce Service (formerly Service Cloud) provides a rich, efficient conversation experience for customers, service reps, and supervisors.">What’s Messaging?</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_limitations.htm&amp;release=264.0.0&amp;type=5" title="Before you get started with Messaging, review key limits and considerations.">Messaging Limits and
                Considerations</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&amp;release=264.0.0&amp;type=5" title="Explore the capabilities of Messaging channels in Agentforce Service (formerly Service Cloud).">Compare Messaging Channel Capabilities</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_life_cycle.htm&amp;release=264.0.0&amp;type=5" title="Learn how Salesforce tracks messaging sessions in Agentforce Service (formerly Service Cloud), from the first message to the last. Understanding session status transitions helps you route and monitor inquiries effectively.">Lifecycle of a Messaging
                Session</a>
            </p>
            <p><em>Trailhead:</em>
              <a href="https://trailhead.salesforce.com/content/learn/modules/salesforce-messaging" target="_blank">Salesforce Messaging</a>
            </p>
            <p style="margin-bottom:0;"><em>Community:</em>
              <a href="https://trailhead.salesforce.com/trailblazer-community/groups/0F94S000000Gw72SAC?tab=discussion&amp;sort=LAST_MODIFIED_DATE_DESC" target="_blank">Digital Engagement Trailblazer Community</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="livemessage_intro__image_umh_3ff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_intro__image_umh_3ff_5cc" 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/learning_maps/lm_develop_2.png" alt="Gears"></span>
            </p>
            <p><strong>Get Started with Messaging</strong>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_enable.htm&amp;release=264.0.0&amp;type=5" title="Turn on Messaging in Agentforce Service (formerly Service Cloud) so that service reps can communicate with customers in standard and enhanced Messaging channels. This step isn’t needed for Enhanced Chat.">Turn On Messaging</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_permissions_parent.htm&amp;release=264.0.0&amp;type=5" title="Assign permissions to users who will message with customers or supervise service reps in Messaging channels.">Give Users Access
                to Messaging</a>
            </p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_omnichannel_routing.htm&amp;release=264.0.0&amp;type=5" title="Use Omni-Channel to route customer inquiries sent over a Messaging channel to a queue, bot, or qualified service rep. For simple routing scenarios, try queue-based routing. Alternatively, create an Omni-Channel flow to define routing rules and dynamically route messages, or route all messages to a single user or an Agentforce agent.">Set Up Routing for
                Messaging Channels</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="livemessage_intro__image_h14_jff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_intro__image_h14_jff_5cc" 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/learning_maps/lm_build_1.png" alt="Wrench"></span>
            </p>
            <p><strong>Add Messaging Channels</strong>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.miaw_intro_landing.htm&amp;release=264.0.0&amp;type=5" title="Start a conversation with customers on your mobile app or website. Enhanced Chat delivers enhanced pre-chat support to pinpoint customer needs and access records before the service rep connects in the Service Console. Custom branding and mobile push notifications provide a modern experience.">Enhanced Chat
              </a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_set_up_whatsapp.htm&amp;release=264.0.0&amp;type=5" title="Connect your WhatsApp account to Salesforce to equip your support team with the messaging tools needed to resolve customer issues. From the Service Console, service reps can respond to WhatsApp inquiries in formats including text, voice messages, and questions with clickable options.">WhatsApp</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_apple_parent.htm&amp;release=264.0.0&amp;type=5" title="To create more ways to connect with your customers, add an Apple Messages for Business channel to Salesforce Messaging. With dynamic message options, multimedia sharing, and Apple Pay, your customers can resolve issues, make purchases, and get personalized help in a familiar, interactive messaging environment. If you’re new to Apple Messages for Business, we walk you through setting up an account.">Apple Messages for
                Business</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_line_create.htm&amp;release=264.0.0&amp;type=5" title="Create an enhanced Messaging channel in Salesforce that's connected to the LINE messaging app, widely used in Japan. With a LINE channel, your support team can address inquiries sent over LINE directly from the Service Console.">LINE</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_facebook_parent.htm&amp;release=264.0.0&amp;type=5" title="To let your support team help customers over Facebook Messenger, connect your Facebook page to Salesforce. From the Service Console, service reps can respond to Facebook Messenger inquiries in formats such as text, voice messages, and rich links.">Facebook
                Messenger</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_setup_sms_channels.htm&amp;release=264.0.0&amp;type=5" title="Support your customers over text and set up automation to send individual and mass text updates. SMS channels in Messaging are available for long codes, toll-free long codes (US and Canada), and short codes (US and Canada). From the Service Console, service reps can respond to SMS inquiries with text and images or start messaging sessions with customers who opt into messaging.">SMS</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="livemessage_intro__image_t4j_lff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_intro__image_t4j_lff_5cc" 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/learning_maps/lm_integrate_2.png" alt="Connect"></span>
            </p>
            <p><strong>Connect a Messaging or CCaaS Service</strong>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_intro.htm&amp;release=264.0.0&amp;type=5" title="Integrate your preferred messaging service with Salesforce using Partner Messaging (formerly Bring Your Own Channel for Messaging). Use all the features you love from your external messaging service while maintaining a consistent service rep and supervisor experience within Salesforce.">Set Up Partner Messaging</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.byoc_ccaas_setup.htm&amp;release=264.0.0&amp;type=5" title="Connect your preferred contact center vendor to Salesforce with Partner Contact Center Messaging (formerly Bring Your Own Channel for CCaaS). Set up a partner contact center with integrated messaging and voice capabilities, and take advantage of unified partner-owned routing. Add a Messaging channel to an existing partner telephony contact center, or create a messaging-only partner contact center. Use your favorite features from your preferred CCaaS provider while giving service reps and supervisors a consistent experience within Salesforce.">Set Up Partner Contact Center Messaging</a>
            </p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.partner_messaging_consideration_and_limitations.htm&amp;release=264.0.0&amp;type=5" title="Before starting your setup process, review the considerations and limitations for Bring Your Own Channel for Messaging.">Considerations and Limitations</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="livemessage_intro__image_fqt_mff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_intro__image_fqt_mff_5cc" 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/learning_maps/lm_user_1.png" alt="Agent"></span>
            </p>
            <p><strong>Design the Service Rep Experience</strong>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_create_console_app.htm&amp;release=264.0.0&amp;type=5" title="Configure the Service Console to put all messaging tools at your team's fingertips. Add Omni-Channel, customize the Messaging Session page layout, and make the Send Message global action available. Optionally, customize the Enhanced Conversation component and add messaging components to the Service Console.">Add Messaging to the Service Console</a>
            </p>
            <p><em>Video:</em>
              <a href="https://salesforce.vidyard.com/watch/XS7tfQaqAdtDYQkht5y9ty" target="_blank">Help Customers in Enhanced Messaging Channels</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.quick_text_setting_up.htm&amp;language=en_US" target="_blank">Standardize Responses with Quick Text</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.cc_generative_ai_ccu.htm&amp;language=en_US" target="_blank">Show Agents and Supervisors Mid-Conversation
                Summaries</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_agent.htm&amp;release=264.0.0&amp;type=5" title="Learn how to interact with customers in standard and enhanced Messaging channels.">Message with Customers in the Service Console</a>
            </p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=xcloud.salesforce_app_messaging.htm&amp;language=en_US" target="_blank">Message in the Salesforce Mobile App</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="livemessage_intro__image_zh3_4ff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_intro__image_zh3_4ff_5cc" 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/learning_maps/lm_audience_2.png" alt="Users"></span>
            </p>
            <p><strong>Customize Your Channels</strong>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_modify_channel_settings.htm&amp;release=264.0.0&amp;type=5" title="To view and configure the settings of a messaging channel in Agentforce Service (formerly Service Cloud), click the channel name on the Messaging Settings page in Setup.">Update Messaging Channel Settings</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_create_automated_responses.htm&amp;release=264.0.0&amp;type=5" title="Customize auto-responses for common scenarios in messaging sessions. Some auto-response options are available only in Enhanced Messaging channels and Enhanced Chat.">Customize Auto-Responses in Messaging Channels</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_automatic_message_notifications.htm&amp;release=264.0.0&amp;type=5" title="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.">Set Up Automated Notifications in Messaging</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_sandbox_data.htm&amp;release=264.0.0&amp;type=5" title="Learn best practices for moving Messaging channels, data, and configurations such as messaging components between sandbox and production orgs. This article applies to sandbox-to-sandbox, sandbox-to-production, and production-to-production moves.">Moving Messaging Data Between Sandbox and Production</a></p>
            <p style="margin-bottom:0;"><em>Trailhead:</em>
              <a href="https://trailhead.salesforce.com/content/learn/modules/upgrading-to-enhanced-messaging" target="_blank">Upgrading to Enhanced Messaging</a>
            </p>
          </td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="livemessage_intro__image_dbj_pff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_intro__image_dbj_pff_5cc" 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/learning_maps/lm_develop_2.png" alt="Gears"></span>
            </p>
            <p><strong>Extend Messaging with Automation</strong>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_parent.htm&amp;release=264.0.0&amp;type=5" title="Help service reps and customers exchange information faster in enhanced Messaging channels and Enhanced Chat. Share links, questions with predefined options, time slots, post-conversation surveys, and more.">Interactive Messaging Components</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.agent_setup_channels.htm&amp;language=en_US" target="_blank">Connect an Agentforce Service
                Agent</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_considerations_bots.htm&amp;release=264.0.0&amp;type=5" title="To take advantage of Salesforce AI features, add an enhanced bot to your Enhanced Chat channels or enhanced Messaging channels. Standard Messaging channels support standard bots.">Using Enhanced Bots in Messaging Channels</a>
            </p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_object_linking_flow_template.htm&amp;language=en_US" target="_blank">Create a Flow to Link Individuals to Messaging
                Sessions</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="livemessage_intro__image_us5_pff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_intro__image_us5_pff_5cc" 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/learning_maps/lm_integrate_2.png" alt="Connect"></span>
            </p>
            <p><strong>Privacy and Ethics in Messaging</strong>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_privacy.htm&amp;release=264.0.0&amp;type=5" title="Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging.">Protect Customer Data and
                Privacy in Messaging</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_consent_status.htm&amp;release=264.0.0&amp;type=5" title="With the help of consent keywords, your customers tell you when and whether you can message them on a particular Messaging channel in Agentforce Service (formerly Service Cloud).">Customize the Messaging Opt-In and Opt-Out Experience</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_block_sensitive_data.htm&amp;language=en_US" target="_blank">Block Sensitive Data in Messaging Sessions</a>
            </p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.conversation_transcript_access.htm&amp;language=en_US" target="_blank">Accessing Messaging and Voice Conversation
                Data</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="livemessage_intro__image_tm1_sff_5cc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_intro__image_tm1_sff_5cc" 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/learning_maps/lm_code_end_1.png" alt="Code"></span>
            </p>
            <p><strong>Messaging for Developers</strong>
            </p>
            <p dir="ltr"><a href="https://developer.salesforce.com/docs/atlas.en-us.250.0.messaging_developer_guide.meta/messaging_developer_guide/messaging_object_model.htm" target="_blank">Messaging Object Model</a>
            </p>
            <p dir="ltr"><a href="https://developer.salesforce.com/docs/service/messaging-in-app/overview" target="_blank">Enhanced In-App Chat Developer Guide</a>
            </p>
            <p dir="ltr"><a href="https://developer.salesforce.com/docs/service/messaging-api/overview" target="_blank">Enhanced Web Chat Developer Guide</a>
            </p>
            <p dir="ltr"><a href="https://developer.salesforce.com/docs/service/messaging-in-app/overview" target="_blank">Enhanced Chat API Developer
                Guide</a>
            </p>
            <p dir="ltr"><a href="https://developer.salesforce.com/docs/service/messaging-partner/overview" target="_blank">Partner Messaging Developer
                Guide</a>
            </p>
            <p style="margin-bottom:0;" dir="ltr"><a href="https://developer.salesforce.com/docs/service/messaging-byoc-ccaas/overview" target="_blank">Partner Contact Center Messaging Developer
                Guide</a>
            </p>
          </td>

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