---
schema_version: "1"
id: 1f41fd2b98e3e56e77c45ae2b73839a0d4969eff66d78666364776d82e0b1bbd
title: Set Up SMS Channels
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/livemessage_setup_sms_channels.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.livemessage_setup_sms_channels.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4ce239b3ba1dcddc48028c987fa8ed3e329703fc78e714cc1fb5d5bd36d9f214
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# 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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png)

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](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US).

![SMS 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/messaging_sms_banner.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_setup_sms_channels__image_bfh_g25_ddc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_setup_sms_channels__image_bfh_g25_ddc" 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_1.png" alt="Start"></span>
            </p>
            <p><strong>Learn About Messaging</strong>
            </p>
            <p><a href="https://trailhead.salesforce.com/content/learn/modules/salesforce-messaging" target="_blank"><em>Trailhead: </em>Salesforce
                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</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 style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_accd_considerations.htm&amp;release=264.0.0&amp;type=5" title="As of February 23, 2026, you can access Messaging via the existing Digital Engagement add-on, or via the new Agentforce Contact Center Digital add-on. Agentforce Contact Center Digital uses a different billing model based on message credits in Digital Wallet.">Considerations for Upgrading to Credits-Based Messaging with Agentforce Contact Center Digital</a></p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="livemessage_setup_sms_channels__image_gwx_bgr_42c"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_setup_sms_channels__image_gwx_bgr_42c" 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_explore_1.png" alt="Automate"></span>
            </p>
            <p><strong>Get to Know SMS</strong></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_setup_sms_terminology.htm&amp;release=264.0.0&amp;type=5" title="To make the right decisions when setting up an SMS channel in Agentforce Service (formerly Service Cloud), get to know terms such as P2P, A2P, short codes, long codes, and segmentation.">SMS
                Terminology</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_setup_sms_number_type.htm&amp;release=264.0.0&amp;type=5" title="Select the ideal type of phone number for providing customer service over text in Agentforce Service (formerly Service Cloud). Whether you choose a short code, long code, toll-free long code, or a combination depends on your business needs.">SMS
                Number Types</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_setup_sms_carrier_filtering.htm&amp;release=264.0.0&amp;type=5" title="Carrier filtering is the practice where carriers block the delivery of some or all of the messaging from a specific number or business. To provide the best messaging solution for your customers, you must understand how and when carrier filtering occurs in Agentforce Service (formerly Service Cloud).">SMS Carrier Filtering</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_sms_regulations.htm&amp;release=264.0.0&amp;type=5" title="Regulations for SMS communication differ by country and carrier. Before you set up an SMS channel in Agentforce Service (formerly Service Cloud), review your country’s messaging regulations to avoid fines or blocked messages.">SMS
                Regulations by Country</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_text_message_considerations.htm&amp;release=264.0.0&amp;type=5" title="Use text messaging to help service reps connect with customers even when they’re on the go. Review these considerations before setting up an SMS channel for a ten-digit long code or toll-free long code number.">Considerations for Long
                Codes</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_short_code_considerations.htm&amp;release=264.0.0&amp;type=5" title="When you use short codes, your business is required to follow carrier compliance requirements, industry standards, and applicable laws. Short codes are only supported in the US and Canada.&nbsp;">Considerations for Short Codes</a></p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="livemessage_setup_sms_channels__image_uc4_zfr_42c"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_setup_sms_channels__image_uc4_zfr_42c" 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_2.png" alt="Build"></span>
            </p>
            <p><strong>Create Your Channel</strong></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_prepare.htm&amp;release=264.0.0&amp;type=5" title="Ready to set up a Messaging channel in Salesforce? First, turn on Messaging in Setup and give service reps and supervisors access. Then, configure your routing preferences and add Messaging to the Service Console.">Get Started
                with Messaging</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_setup_longcodes.htm&amp;release=264.0.0&amp;type=5" title="Let customers communicate with your support team using SMS text messaging. Customers can send text messages to a ten-digit long code or toll-free long code number owned by your company, and service reps reply from the Service Console.">Create a
                Long Code Channel</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_setup_shortcodes.htm&amp;release=264.0.0&amp;type=5" title="Use short code phone numbers to send recurring messages and one-time alerts to your US and Canadian customers. When customers respond, they can have two-way conversations with service reps. Short codes have high throughput, which means you can send high volumes of one-to-one messages.">Create
                a Short Code Channel</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_test_sms.htm&amp;release=264.0.0&amp;type=5" title="Test your new short code or long code Messaging channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea.">Test Your
                Channel</a></p>
          </td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p><a name="livemessage_setup_sms_channels__image_tnb_xfr_42c"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_setup_sms_channels__image_tnb_xfr_42c" 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_explore_1.png" alt="Automate"></span></p>
            <p><strong>Upgrade from Standard to Enhanced</strong></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&amp;release=264.0.0&amp;type=5" title="View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.">Compare Standard and Enhanced
                SMS</a></p>
            <p><em>Trailhead:</em>
              <a href="https://trailhead.salesforce.com/content/learn/modules/upgrading-to-enhanced-messaging" target="_blank">Upgrading to Enhanced Messaging</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&amp;release=264.0.0&amp;type=5" title="When you upgrade your standard SMS channel to an enhanced channel, you gain access to key customer service tools. Learn what to expect in an upgrade.">Upgrading from Standard to
                Enhanced Messaging </a></p>
            <p style="margin-bottom:0;"><a name="livemessage_setup_sms_channels__image_nlj_w13_s2c"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_setup_sms_channels__image_nlj_w13_s2c" 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/video.png" alt="Video"></span><em> Video Demo: </em><a class="doc_video_link" href="https://salesforce.vidyard.com/watch/fcUAxZMd8m5CXesX1mKuTh" target="_blank">Upgrade
                from Standard to Enhanced SMS</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="livemessage_setup_sms_channels__image_etf_vfr_42c"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_setup_sms_channels__image_etf_vfr_42c" 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="User"></span>
            </p>
            <p><strong>Build Out Your Channel</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 Channel
                Settings</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_productivity.htm&amp;release=264.0.0&amp;type=5" title="Congratulations, you created a Messaging channel... now what? After creating a channel, take it to the next level with productivity-boosting features such as messaging components, automated messaging, sensitive data rules, and Einstein Bots.">Increase Messaging
                Productivity</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_data.htm&amp;release=264.0.0&amp;type=5" title="Learn how to safely monitor and report on messaging activity, and review steps to honor your customers’ data handling preferences.">Work with Messaging
                Data</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</a></p>
            <p style="margin-bottom:0;"><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>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="livemessage_setup_sms_channels__image_z14_x25_ddc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_setup_sms_channels__image_z14_x25_ddc" 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_2.png" alt="Code"></span>
            </p>
            <p><strong>Messaging for Developers</strong>
            </p>
            <p><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 style="margin-bottom:0;"><a href="https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_list.htm" target="_blank">Salesforce Object Reference Guide</a>
            </p>
          </td>

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

![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 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](https://www.salesforce.com/company/legal/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.