--- schema_version: "1" id: 6c2809e77b13c5cecb852c9cebee8e8d2aecc40d0aca064d33ce7a6e3b7560c1 title: Compare Standard and Enhanced SMS Channel Capabilities collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_sms_compare.md canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_sms_compare.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 439898fa02477eb2b3fd2f3ef4ef8873ac36ea9b6c2d1e3d44a4a073a0c6a916 description: View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels. products: - Service Cloud - Digital Engagement release: "264" --- # Compare Standard and Enhanced SMS Channel Capabilities View a side-by-side comparison of standard and enhanced SMS channels. Going forward, new features are available exclusively in enhanced SMS channels. ### Required Editions
View supported editions.
Checkmark This article applies to: Standard and Enhanced SMS channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
![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 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."). Enhanced SMS channels are built on our new conversation platform. The conversation platform also houses Salesforce Voice, Enhanced Chat, and all other enhanced Messaging channels, such as WhatsApp. This shared platform has several benefits. - When we roll out a new feature, it’s often shared across all channels on the conversation platform. Service reps get a consistent experience, regardless of channel. - These channels are designed to scale beyond the customer support use case. For an in-depth demo of upgrading a standard SMS channel to enhanced, watch this video: ![Video](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/video.png) [Upgrade from Standard to Enhanced SMS](https://salesforce.vidyard.com/watch/fcUAxZMd8m5CXesX1mKuTh). ## Standard Versus Enhanced SMS
Capability Standard SMS Enhanced SMS
Provisioning Methods  
Long codes Yes Yes
Toll-free long codes (US) Yes Yes
Toll-free long codes (Canada) Yes Yes
Short codes (US) Yes Yes
Short codes (Canada) Yes Yes
Setup and Routing  
Automated channel setup No (must create a case) Yes
Can upgrade from standard channels N/A Yes
Omni-Channel Flow routing Yes, in Lightning Experience only Yes
Queue-based routing Yes Yes
Enhanced routing No Yes
Tab-based capacity Yes Yes
Status-based capacity No Yes
Available with Sales Cloud Yes Yes
Messaging Session Start and End  
Customer can start session Yes Yes
Service rep can start session Yes, via the Start Conversation quick action (beta) Yes, via the Send Message global action
Automated outbound messages Yes Yes
Broadcast (one-to-many) messaging Yes No
Service rep can end session Yes Yes
Service rep can mark session inactive No Yes
Available session statuses New, Waiting, Active, Ended New, Consent, Waiting, Active, Inactive, Ended, Error
Customer Experience  
Typing indicator: customer side N/A N/A
Typing indicator: service rep side N/A N/A
Read receipts: customer side N/A N/A
Read receipts: service rep side N/A N/A
Delivered receipts: customer side N/A N/A
Delivered receipts: service rep side N/A N/A
Service Rep Experience  
Quick text Yes Yes
Einstein recommended replies No Yes
Rep-to-rep transfer No Yes
Rep-to-flow transfer No Yes
Rep-to-queue transfer No Yes
Flag raise No Yes
Supervisor whisper to service reps No Yes
Multi-rep conferencing No Yes, up to 2 reps
Conversation transcripts Yes Yes. When a channel is upgraded from standard to enhanced, the Enhanced Conversation component doesn't show messages that were exchanged with the customer before the upgrade. Service reps must open individual messaging session records to see them. In the first post-upgrade conversation with a customer, the rep can check the customer's most recent messaging sessions in the channel to learn what was discussed.
After-conversation work timer Yes Yes
Compatible with AI agents No Yes
Compatible with Einstein Bots Yes, in Lightning Experience only Yes
Channel-object linking Yes Yes
Individual-object linking Yes Yes
Channel menu Yes Yes
Content Sharing  
Text Yes. For short codes: 160 characters. For long codes and toll-free long codes: 912 characters, or 396 characters if the message includes special characters. Yes. For short codes: 160 characters. For long codes and toll-free long codes: 912 characters, or 396 characters if the message includes special characters.
Images*

Yes: .jpg, .jpeg, .png. Limits vary by carrier:

  • AT&T: 1 MB
  • T-Mobile: 1 MB
  • Verizon: 1.2 MB
  • Sprint: 2 MB
  • US cellular: 500 KB

Yes: .jpg, .jpeg, .png. Limits vary by carrier:

  • AT&T: 1 MB
  • T-Mobile: 1 MB
  • Verizon: 1.2 MB
  • Sprint: 2 MB
  • US cellular: 500 KB
Emoji Yes, in Salesforce Classic only Yes
GIFs Yes Yes, inbound only
PDFs No No
Audio files No No
Video files No No
Enhanced link messaging components No Yes (plain text only)
Question with options messaging components No Yes (plain text only)
Time selector messaging components No Yes (plain text only)
Auto-response messaging components No No
Form messaging components No Yes (plain text only)
Notification messaging components No Yes (plain text only)
Payment messaging components No Yes (plain text only)
Authentication messaging components No Yes (plain text only)
Custom messaging components No Yes (plain text only)
Post-session survey No Yes (plain text only)
Right-to-left languages No Yes
Automated Responses  
Conversation acknowledgment Yes Yes
Service rep accept Yes Yes
After-hours response Yes, in Salesforce Classic only No
Inactive conversation No No
End session Yes Yes
Security and Consent Management  
Sensitive data rules Yes Yes
Encryption at rest Yes, in Lightning Experience only Yes
Channel consent type: Implicit opt-in Yes Yes
Channel consent type: Explicit opt-in Yes (short codes) Yes
Channel consent type: Double opt-in Yes (short codes) Yes
Customers can opt out Yes Yes
\* Sending images is supported only in standard and enhanced SMS channels associated with US and Canada long codes and toll-free long codes. It isn’t supported for short codes. #### See Also - [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.") - [Considerations for Upgrading to Credits-Based Messaging with Agentforce Contact Center Digital](https://help.salesforce.com/s/articleView?id=service.messaging_accd_considerations.htm&release=264.0.0&type=5 "As of February 23, 2026, you can access Messaging via the existing Digital Engagement add-on, or via the new Agentforce Contact Center Digital add-on. Agentforce Contact Center Digital uses a different billing model based on message credits in Digital Wallet.")