---
schema_version: "1"
id: e5849aebcdcb67401c1dcce92645529109a34879e9c10d29edd5bceb9a50ec5e
title: Create Toll-Free Long Code Channels (US)
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_sms_tollfree.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_sms_tollfree.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: cea3ea78a16b8e21f6683842dbd0dac4badc779d2e84057651fb60f64fd5eff7
description: Create one or more SMS channels in Salesforce linked to toll-free long code numbers in Agentforce Service (formerly Service Cloud). Make it easier for customers to reach you by giving them different phone numbers for different departments or campaigns. This improves call routing and can boost lead generation by making it easier for customers to connect with the correct person quickly.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Create Toll-Free Long Code Channels (US)

Create one or more SMS channels in Salesforce linked to toll-free long code numbers in Agentforce Service (formerly Service Cloud). Make it easier for customers to reach you by giving them different phone numbers for different departments or campaigns. This improves call routing and can boost lead generation by making it easier for customers to connect with the correct person quickly.

### 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_sms_tollfree__d451e672"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_sms_tollfree__d451e672" 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 and Enhanced 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 Apple Messages for Business, Enhanced
              LINE, and Bring Your Own Channel</td>

          </tr>
        </tbody>
      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d32505e96">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d32505e96 ">To set up Messaging:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d32505e96 ">Configure Messaging</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d32505e96 ">To view SMS channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d32505e96 ">View Setup and Configuration</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d32505e96 ">To create SMS channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d32505e96 ">
              <p>System Administrator AND Configure Messaging</p>
              <p style="margin-bottom:0;">OR</p>
              <p style="margin-bottom:0;">Configure Messaging AND Customize
                Application AND Manage Auth. Providers AND View Setup and Configuration AND Modify All
                Data</p>
            </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.").

Toll-free long code channels are supported only in the United States. If you have the Agentforce Contact Center Digital add-on, you need country-specific setup and lease licenses to request new codes.

## Request Toll-Free Numbers

To request a toll-free number from Salesforce for a new enhanced SMS channel, follow these steps.

1. From Setup, in the Quick Find box, enter Messaging Settings and select **Messaging Settings**.
2. Click **New SMS Channel**.
3. Select a country and for Code Type, select **Toll-Free**. Click **Next**.
4. Click **Request Toll-Free Numbers** and then click **Next**.
5. Click **+** to indicate the quantity of toll-free numbers you require and then click **Next**. Review the numbers that Salesforce will provide to you.
6. Click **Download Verification Form**. Use this form to verify the toll-free numbers that Salesforce provided.
7. Click **Submit**.

## Verify Toll-Free Numbers

After Salesforce provides you with toll-free numbers, verify them.

1. From Setup, in the Quick Find box, enter Messaging Settings and select **Messaging Settings**.
2. Click **New SMS Channel**.
3. Select a country and for Code Type, select **Toll-Free**. Click **Next**.
4. Click **Verify Toll-Free Numbers** and then click **Next**.
5. Click **Upload Verification Form**. If you completed the verification form while requesting toll-free numbers, use the same form and upload it for verification. Or, click **Download Form Again** and upload for verification.
6. Click **Submit**.

## Migrate Toll-Free Numbers

To migrate a toll-free number that you own into Salesforce, follow these steps.

1. From Setup, in the Quick Find box, enter Messaging Settings and select **Messaging Settings**.
2. Click **New SMS Channel**.
3. Select a country and for Code Type, select **Toll-Free**, and then click **Next**.
4. Click **Migrate Toll-Free Numbers**, and then click **Next**.
5. Click **Download Migration Form** and fill in the details.
6. Click **Download Letter of Authorization** and fill in the details.
7. Click **Upload Completed Forms**. Upload both the Migration Form and the Letter of Authorization.
8. Click **Submit**.

## Monitor Submitted Requests

The **SMS Code Requests** tab on the Messaging Settings page contains a list of SMS codes that you requested. For each record, click **View Submitted Form** to see the code requests that you submitted. If you don't see a request, refresh the SMS Code Requests tab and All Channels tab.

After the status of your SMS code request changes to Ready or Completed, [convert the SMS code to SMS channel](https://help.salesforce.com/s/articleView?id=service.messaging_sms_codes_to_channels.htm&release=264.0.0&type=5 "You can convert your approved SMS codes to SMS channels in bulk or individually without raising a support ticket with Salesforce.") and [activate the channel](https://help.salesforce.com/s/articleView?id=service.messaging_activate_deactivate.htm&release=264.0.0&type=5 "Several types of enhanced Messaging channels in Agentforce Service include the option to activate, deactivate, or refresh the channel. These options give you more control over when a channel goes live. Review tips for activating a channel, deactivating a channel, and refreshing a channel’s connection to an external messaging app such as WhatsApp.").

If you ask Salesforce to enable an existing phone number for use with Messaging, the phone number is activated after you complete the Messaging setup instructions. Not all phone numbers can be enabled. When Salesforce receives your signed Letter of Authorization, your phone number will be enabled within three business days for 1-800 numbers and one business day for all other numbers.