Proactively reach out to a customer by sending them a message in the channel of your choice. Business-initiated messaging is available in all messaging channels except Messaging for Web.
- Send a Message to a Customer in an Enhanced Channel
To start a messaging session with a customer in an enhanced Messaging channel or Enhanced In-App Chat, use the Send a Message action. - Send a Message to a Customer in a Standard Channel
To start a messaging session with a customer in a standard SMS channel, use the Start Conversation record action. - Troubleshoot the Send a Message Action in Messaging
Reps can use the Send a Message action to proactively message customers in enhanced channels and Enhanced In-App Chat. If you have trouble finding the recipient or sending your message, review these troubleshooting tips.