---
schema_version: "1"
id: ce76cabc1897d30b431fd553cea94c1ee94d3d5156746ce68613b51c99c8ed26
title: Get Started with Messaging
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_prepare.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_prepare.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 3f350fe11bcde76584478854ade38274c33048040ec3a8fd08793d91794495cf
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Get Started with Messaging

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.

### 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%">
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      <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_prepare__d1089e447"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_prepare__d1089e447" 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, Standard and Enhanced SMS,
            Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own
            Channel</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 or Enhanced Web Chat channels</td>

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

1. **[Turn On Messaging](https://help.salesforce.com/s/articleView?id=service.livemessage_enable.htm&release=264.0.0&type=5)**  
    Turn on Messaging in Agentforce Service (formerly Service Cloud) so that service reps can communicate with customers in standard and enhanced Messaging channels. This step isn’t needed for Enhanced Chat.
2. **[Give Service Users Access to Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_permissions_parent.htm&release=264.0.0&type=5)**  
    Assign permissions to users who will message with customers or supervise service reps in Messaging channels.
3. **[Set Up Routing for Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_omnichannel_routing.htm&release=264.0.0&type=5)**  
    Use Omni-Channel to route customer inquiries sent over a Messaging channel to a queue, bot, or qualified service rep. For simple routing scenarios, try queue-based routing. Alternatively, create an Omni-Channel flow to define routing rules and dynamically route messages, or route all messages to a single user or an Agentforce agent.
4. **[Add Messaging to the Service Console](https://help.salesforce.com/s/articleView?id=service.livemessage_create_console_app.htm&release=264.0.0&type=5)**  
    Configure the Service Console to put all messaging tools at your team's fingertips. Add Omni-Channel, customize the Messaging Session page layout, and make the Send Message global action available. Optionally, customize the Enhanced Conversation component and add messaging components to the Service Console.