---
schema_version: "1"
id: 7e33827f2a72abcafc56e4b44b56a34114c98da40ef6a826fce164715804abce
title: Columns in CSV File for Updating Messaging Channels in Bulk
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_bulk_update_columns.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_bulk_update_columns.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 52cf6f58b76ede64b3a073eb6bcb13fa710ad79aef62703d55ddf87bf79f1eeb
description: To bulk update enhanced messaging channels, download a CSV file from Salesforce, edit it, and then upload it in Setup. Review the guidance for each column in the file.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Columns in CSV File for Updating Messaging Channels in Bulk

To bulk update enhanced messaging channels, download a CSV file from Salesforce, edit it, and then upload it in Setup. Review the guidance for each column in the file.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <tbody>
        <tr class="">
          <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>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <a name="messaging_bulk_update_columns__d278e896"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_bulk_update_columns__d278e896" 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;">Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple
            Messages for Business, and Enhanced LINE 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, Bring Your Own
            Channel, and Standard SMS channels</td>

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

## CSV Column Names

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:25%">
          <col style="width:25%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d97554e103">CSV Column Name</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d97554e106">Required</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d97554e109">Description</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Messaging Platform Key</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">Don’t edit this field. Used to identify the messaging channel.</td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Activation Status</td>
            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Don’t edit this field.</td>
            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">Don’t edit this field. Used to identify the activation status of a messaging channel.</td>
          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Channel Type</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Don’t edit this field.</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">This value isn’t updated in Salesforce.</td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Platform Type</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Don’t edit this field.</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">This value isn’t updated in Salesforce.</td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Modified By</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Don’t edit this field.</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">This value isn’t updated in Salesforce.</td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Modified On</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Don’t edit this field.</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">This value isn’t updated in Salesforce.</td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Created On</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Don’t edit this field.</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">This value isn’t updated in Salesforce.</td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Channel Name</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">You can edit this field with an appropriate value.</td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Consent Type</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">
              <p>You can edit this field with an appropriate value. Valid values are:
                <kbd>"ImplicitOptIn"</kbd>, <kbd>"ExplicitOptIn"</kbd>,
                <kbd>"DoubleOptIn"</kbd>. Keep these requirements in mind:
              </p>
              <ul>
                <li>If Consent Type is <kbd>"ExplicitOptIn"</kbd>, these fields are
                  required: Opt-inPrompt, Opt-in Keywords, Opt-out Keywords, Opt-out Message, Help
                  Keywords, Help Response, Opt-in Message.</li>

                <li>If Consent Type is <kbd>"DoubleOptIn"</kbd>, these fields are
                  required: Opt-in Prompt, Double Opt-in Prompt, Opt-in Keywords, Double Opt-in
                  Keywords, Opt-out Keywords, Opt-out Message, Help Keywords, Help Response, and
                  Opt-in Message.</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Opt-in Prompt</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">You can edit this field with an appropriate value. Complete this field if
              Consent Type is <kbd>"ExplicitOptIn"</kbd> or
              <kbd>"DoubleOptIn"</kbd>.
            </td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Double Opt-in Prompt</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">You can edit this field with an appropriate value. Complete this field if
              Consent Type is <kbd>"DoubleOptIn"</kbd>.</td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Conversation Acknowledgement</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">You can edit this field with an appropriate value. Enter your response to
              conversation acknowledgement. For example,
              <kbd>"Acknowledged"</kbd>.
            </td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Start Conversation</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">You can edit this field with an appropriate value. Enter your response when the
              conversation starts. For example, <kbd>"Your conversation has
                started"</kbd>.</td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">End Conversation</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">You can edit this field with an appropriate value. Enter your response when the
              conversation ends. For example, <kbd>"Your conversation has
                ended"</kbd>.</td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Routing Type</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">You can edit this field with an appropriate value. Valid values are:
              <kbd>"User"</kbd>, <kbd>"Omni-Flow"</kbd>,
              <kbd>"Omni-Queue"</kbd>, <kbd>"None"</kbd>.
            </td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Routing Definition</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">
              <p>You can edit this field with an appropriate value. Follow these rules: </p><a name="messaging_bulk_update_columns__ul_mqf_vmj_cfc"><!-- --></a>
              <ul id="messaging_bulk_update_columns__ul_mqf_vmj_cfc">
                <li>If Routing Type is <kbd>"User"</kbd>, enter the user’s
                  username.</li>

                <li>If Routing Type is <kbd>"Omni-Flow"</kbd>, enter the flow’s
                  developer name.</li>

                <li>If Routing Type is <kbd>"Omni-Queue"</kbd>, enter the queue’s
                  developer name.</li>

                <li>If Routing Type is <kbd>"None"</kbd>, the value isn’t updated in
                  Salesforce.</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Routing Configuration</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">
              <p>You can edit this field with an appropriate value. Follow these rules: </p><a name="messaging_bulk_update_columns__ul_rqf_vmj_cfc"><!-- --></a>
              <ul id="messaging_bulk_update_columns__ul_rqf_vmj_cfc">
                <li>If Routing Type is <kbd>"User"</kbd>, enter the routing
                  configuration’s developer name.</li>

                <li>If Routing Type is <kbd>"Omni-Flow"</kbd>,
                  <kbd>"Omni-Queue"</kbd>, or <kbd>"None"</kbd>, the
                  value isn’t updated in Salesforce.
                </li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Fallback Queue</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">
              <p>You can edit this field with an appropriate value. Follow these rules: </p><a name="messaging_bulk_update_columns__ul_tqf_vmj_cfc"><!-- --></a>
              <ul id="messaging_bulk_update_columns__ul_tqf_vmj_cfc">
                <li>If Routing Type is <kbd>"Omni-Flow"</kbd>, enter the queue’s
                  developer name.</li>

                <li>If Routing Type is <kbd>"User"</kbd>,
                  <kbd>"Omni-Queue"</kbd>, or <kbd>"None"</kbd>, the
                  value isn’t updated in Salesforce.
                </li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Language</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">You can edit this field with an appropriate value. Add a new line in the CSV
              file for every new language.</td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Opt-in Keywords</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">You can edit this field with an appropriate value. Enter a complete set of
              comma-separated values for the opt-in keywords. For example,
              <kbd>"yes,join"</kbd>.
            </td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Opt-in Message</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">You can edit this field with an appropriate value. Enter your opt-in message in
              this field. For example, <kbd>"Thank you for joining"</kbd>.</td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Double Opt-in Keywords</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">You can edit this field with an appropriate value. Enter a complete set of
              comma-separated values for the opt-in keywords. For example,
              <kbd>"confirm,ok"</kbd>.
            </td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Opt-out Keywords</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">You can edit this field with an appropriate value. Enter a complete set of
              comma-separated values for the opt-out keywords. For example,
              <kbd>"stopall,cancel,stop, unsubscribe,end,quit"</kbd>.
            </td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Opt-out Message</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">You can edit this field with an appropriate value. Enter your opt out message
              for the opt-out keyword. For example, <kbd>"You've opted out of receiving
                messages from Salesforce. We won't contact you again"</kbd>.</td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Custom Keywords</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">You can edit this field with an appropriate value. Enter a complete set of
              comma-separated values for the custom keywords. For example,
              <kbd>"info"</kbd>.
            </td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Custom responses</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">You can edit this field with an appropriate value. Enter your response to the
              custom keywords. For example, <kbd>"Text "Stop" to opt out of receiving
                notifications"</kbd>.</td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Help Keywords</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">You can edit this field with an appropriate value. Enter a complete set of
              comma-separated values for the help keywords. For example, <kbd>"help,request
                help"</kbd>.</td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">Help Response</td>

            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">You can edit this field with an appropriate value. Enter your response to the
              help keyword. For example, <kbd>"Text STOP to opt-out of receiving
                notifications"</kbd>.</td>

          </tr>
          <tr class="">
            <td data-label="CSV Column Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e103 ">New Active Status</td>
            <td data-label="Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e106 ">Yes</td>
            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d97554e109 ">
              <p>You can edit this field to set the new activation status for your messaging channel. Currently, this column value works only for Enhanced SMS channels.</p>
              <p style="margin-bottom:0;">The New Activation Status column values can be either <kbd>Y </kbd>or <kbd>N</kbd>, where <kbd>Y</kbd> indicates that the Enhanced SMS channel will be activated, and <kbd>N</kbd> indicates that the Enhanced SMS channel will be deactivated on successful upload of the CSV file.</p>
            </td>
          </tr>
        </tbody>
      </table>

#### See Also

- [Considerations for Bulk Updating and Activating Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_bulk_update_considerations.htm&release=264.0.0&type=5 "Before you update the settings, activate, and deactivate multiple enhanced Messaging channels, review important considerations.")
- [Update Messaging Channels in Bulk](https://help.salesforce.com/s/articleView?id=service.messaging_sms_bulk_update.htm&release=264.0.0&type=5 "Streamline the process of updating multiple messaging channels by using a CSV file. With this feature, you can make bulk updates without manually updating each channel, saving you significant time and effort. Additionally, it helps you identify and resolve errors during the update process.")
- [Update Messaging Channel Settings](https://help.salesforce.com/s/articleView?id=service.livemessage_modify_channel_settings.htm&release=264.0.0&type=5 "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.")