Set Up SMS Channels

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.

If a rep can’t help a customer, they can transfer them to another rep, queue, or Omni-Channel routing flow. They can also mark the session inactive if the customer stops responding. Flag raises, supervisor whispers, sensitive data masking, and continuous conversation transcripts help reps work more efficiently in the Service Console. Admins can also create a library of plain text responses for reps to send to customers.

You can create multiple enhanced SMS channels in Salesforce, each linked to a different number that you already own or request from Salesforce. If your number is linked to a standard SMS channel (retired February 14, 2026), we help you upgrade to an enhanced channel to access the full range of Messaging features.

Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See Discover and Set Up Features With Salesforce Go.

Note SMS channels are either part of the services branded as standard Messaging or Enhanced Messaging. Enhanced Messaging features are provided using infrastructure different from standard Messaging. Any service level commitments and any security, privacy, data storage or processing locations or data recovery measures that are specific to standard Messaging may be different for Enhanced Messaging, and such information for Enhanced Messaging is as described in the applicable Trust and Compliance Documentation. Enhanced Messaging features and functionality may also vary from standard Messaging features and functionality. Enhanced Messaging and standard Messaging are subject to the relevant Documentation and all terms on your company’s order form for Digital Engagement.