---
schema_version: "1"
id: fd8838c32a141d214a712f229623da8a6110f5c184a9e50fd79dbf2e7e99ad9e
title: Write Effective Broadcast Messages
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_broadcast_write_messages.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_broadcast_write_messages.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9f586fb86b89d044fabed999e83ffd404e93ff027894be8e1075447565ce1966
description: Broadcast informative, useful messages to customers and employees in a standard SMS channel.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Write Effective Broadcast Messages

Broadcast informative, useful messages to customers and employees in a standard SMS channel.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
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              <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

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              <td class="slds-cell-wrap" style="vertical-align:top;">
                <a name="messaging_broadcast_write_messages__d544e1964"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_broadcast_write_messages__d544e1964" 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/checkmark.png" alt="Checkmark"></span>
                <strong>This article applies to:</strong>
              </td>

              <td class="slds-cell-wrap" style="vertical-align:top;">Standard SMS channels</td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">
                <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" 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/crossmark.png" alt="X icon"></span>
                <strong>This article doesn’t apply to:</strong>
              </td>

              <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced
                WhatsApp,Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for
                Business, Enhanced LINE, and Bring Your Own Channel</td>

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

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png)

Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and AI agent support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "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.").

Create Broadcast Messaging Templates

Write messages for broadcasters to send to recipients. Broadcasters can’t create templates or send a message without a template, so create as many templates as you think your team needs. For instructions, see [Send Automated Messages in Standard Messaging Channels](https://help.salesforce.com/s/articleView?id=service.livemessage_automatic_message_notifications_create.htm&release=264.0.0&type=5 "Using a flow, send customers automated, template-based messages in standard Messaging channels to notify them about a product delivery, case update, or something else. ").

![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 To visually group your broadcast messages and help your team find what they’re looking for, add a prefix to your template names. For example, name your waitlist-related message templates “Waitlist - Joined,” “Waitlist - 10 Min Warning,” and “Waitlist - Removed.”

Mind the Character Limit

Text messages are limited to 160 characters for most carriers. If your message exceeds your carrier’s limit, your message is sent in multiple text messages. Keep your message short to avoid paying for extra messages.

Stay On Topic

Your recipients opted in to your messages for a specific purpose. Avoid sending frequent, off-topic messages or sharing information that’s better suited for email. If recipients feel like you’re oversharing, they opt out.

Personalize Sparingly

It’s great to include your recipient’s name in a message here and there with a merge field. But too much personalization can be overwhelming, and it can use up your character count.

Use a Link Shortener

If you include links in your messages, use a link shortener to save space. Links count against the 160-character limit.

Include a Call to Action

A call to action makes your message more useful to recipients. For example:

- When you send an informational message, consider including a link they can visit to learn more.
- When you remind recipients about an event or appointment, provide a text reply or phone number they can use to confirm or cancel.
- When you notify recipients about their spot on a wait-list, tell them how they can remove their name if they change their mind.

## Examples of Broadcast SMS Messages

See example text messages that can be sent using Broadcast Messaging for standard SMS.

![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_example.png)

Example

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_important.png)

Important Standard SMS channels are scheduled for retirement, and we’re limiting the ability to create standard channels. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels before February 14, 2026. Enhanced SMS offers many of the [standard SMS features you love](https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 "View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels.") plus session transfers and enhanced bot support. See [Upgrading from Standard to Enhanced SMS Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_upgrade.htm&release=264.0.0&type=5 "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.").

### Bulk Customer Service Updates

Send bulk updates to your customers when you have a widespread service-related announcement.

Service Outage

Service maintenance window: we’ll be offline for maintenance from 1am-2am in your area.

Change in Customer Service Availability

Our service reps are working reduced hours due to a weather event. Expect response time up to 48 hours.

### Queue Notifications

To manage a queue, we recommend sending a text when the recipient joins the list, when they are at the top of the list, and when they remove themselves from the list.

Recipient Joined the List

You’re in line for Business Name. We’ll send an update when you’re next in line. Text CANCEL to cancel.

Recipient is at the Top of the List

You’re next in line to shop at Store Name! You have 10 min to check in. Text CANCEL to cancel.

Recipient Left the List

You’ve been removed from the list. We hope to see you another time.

### Appointment Reminders

Send confirmations and reminders for appointments. We recommend letting the recipient know that they’ve scheduled their appointment and what they can do to cancel or reschedule. Consider moving appointment confirmations to text so your staff can respond to other phone calls.

Appointment was Scheduled or Rescheduled

Your appointment is scheduled for WED 7/1 @ 11am. Text YES to confirm. Call 000-000-0000 to reschedule.

Appointment Confirmation with Instructions

Confirmed! Arrive 15 min before your appt. Call 000-000-0000 for help.

### Updates for Hospitality Guests

Send updates to your hospitality guests so they know when there are changes in your facility.

Improved Hygiene Process

We introduced new cleaning and safety standards according to CDC and county guidance. Learn more: shortlink

Facility is Closed

Hotel guests: The pool is closed for cleaning until 10am tomorrow.

Get your workout in ASAP! The gym is closed for construction starting THU 7am.

Reduced Amenity Hours

The Hotel Name restaurant and bar is reducing hours to 5pm-8pm. Room service is available 24/7.

### Education Facility Updates

Send updates about your school’s facilities to students and their families.

School Facility is Closed

The cafeteria is converting to contactless pickup. Download the app to order ahead: shortlink

Publicly-Accessible Location is Restricted

Our public gym is restricting hours and capacity due to city restrictions. More info: shortlink

### Employee Messages

Communicate important information to your employees. The Employee object is available only if you’ve purchased Work.com.

Wellness Survey Notification

This week’s wellness survey is ready for you. Please respond by 11/9: shortlink

Temporary Location Closure

We’re temporarily closing the Main St. location 1/4-1/24. Call 000-000-0000 to request a transfer.