---
schema_version: "1"
id: 831c85ed6277074716013500c5770ecbe4821386ab72583abd7063dae0fcbc8b
title: Send a Message to a Customer
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_agent_initiated_outbound.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_agent_initiated_outbound.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 473c8d0552046f9aa2b130b10169aa3cd7abea651d3f592de738c111eb87b218
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Send a Message to a Customer

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](https://help.salesforce.com/s/articleView?id=service.messaging_agent_initiated_outbound_0.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.messaging_agent_initiated_outbound_1.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.messaging_troubleshoot_send_message.htm&release=264.0.0&type=5)**  
    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.

#### See Also

- [Set Up Business-Initiated Messaging for Enhanced Channels](https://help.salesforce.com/s/articleView?id=service.messaging_send_message_setup.htm&release=264.0.0&type=5 "To let service reps start messaging sessions with customers, assign user permissions, add the Send a Message action, and set your channel keywords and responses.")
- [Considerations for Business-Initiated Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_send_message_considerations.htm&release=264.0.0&type=5 "Several rules determine whether and how service reps can start a messaging session with a lead or customer from Salesforce. These rules protect customers from unwanted messages.")
- [Troubleshoot the Send a Message Action in Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_troubleshoot_send_message.htm&release=264.0.0&type=5 "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.")