SMS Regulations by Country

Regulations for SMS communication differ by country and carrier. Before you set up an SMS channel in Agentforce Service (formerly Service Cloud), review your country’s messaging regulations to avoid fines or blocked messages.

Required Editions

View supported editions.
This article applies to:	Standard and Enhanced SMS channels
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 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.

You can use most existing US or Canadian numbers for long code SMS channels, or you can request a new in-country long code number from Salesforce. Either way, to create your channel, you must file a case with Salesforce Customer Support.

If you request a new long code phone number for SMS, sometimes you’re required to attach country-specific messaging forms to your case. To view your country’s messaging regulations, see SMS Regulations by Country (English only). Click your country’s name, and then download the forms attached at the end of each article. If you don’t see an attachment, no form is required.