---
schema_version: "1"
id: 42dd006e28edcaa92e2d4fc71e79f280c528437b4b925324f5e70197e78a4427
title: Enhanced Messaging Channel Activation Checklist
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_wa_channel_activation.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_wa_channel_activation.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 1f77b378cb7346192ebd79053d1be8cf904e4d81e090a3c926f50094dda24f48
description: After you create or upgrade to an enhanced Facebook Messenger, Apple Messages for Business, WhatsApp, or LINE channel, you can’t yet message with customers in the channel. Run through this checklist to verify that your channel is ready for business. Then, activate the channel to start helping customers in your channel.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Enhanced Messaging Channel Activation Checklist

After you create or upgrade to an enhanced Facebook Messenger, Apple Messages for Business, WhatsApp, or LINE channel, you can’t yet message with customers in the channel. Run through this checklist to verify that your channel is ready for business. Then, activate the channel to start helping customers in your channel.

### 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_wa_channel_activation__d475e2694"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_wa_channel_activation__d475e2694" 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 SMS, Enhanced Facebook Messenger, 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, Standard and Enhanced SMS, Enhanced Web Chat v1, Enhanced
            Web Chat v2, and Bring Your Own Channel</td>

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

![Graphic showing three steps: creating a channel, reviewing the checklist, and activating the channel](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_activation_steps.png)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:50%">
        <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="d34889e105">Step</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d34889e108">What’s Involved</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e105 ">(Required) <a href="https://help.salesforce.com/s/articleView?id=service.messaging_permissions_parent.htm&amp;release=264.0.0&amp;type=5" title="Assign permissions to users who will message with customers or supervise service reps in Messaging channels.">Give users
              access to Messaging</a>.</td>

          <td data-label="What’s Involved" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e108 ">Assign users the Messaging permission set license and two permissions sets: one
            for service reps and one for Salesforce admins. </td>

        </tr>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e105 ">(Required) <a href="https://help.salesforce.com/s/articleView?id=service.messaging_omnichannel_routing.htm&amp;release=264.0.0&amp;type=5" title="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.">Set your
              message routing preferences</a>.</td>

          <td data-label="What’s Involved" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e108 ">
            <p>In your channel settings in Setup, choose your routing type and select either an
              Omni-Channel flow and fallback queue (includes bot support) or a queue (no bot
              support). If you created a queue during channel creation, you’re all set.</p>
            <p style="margin-bottom:0;">While
              you’re configuring routing, we recommend turning on <a href="https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&amp;type=5&amp;language=en_US" target="_blank">enhanced Omni-Channel
                routing</a>, which includes features such as an inbox-style view of work
              items.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e105 ">(Required) <a href="https://help.salesforce.com/s/articleView?id=service.livemessage_create_console_app.htm&amp;release=264.0.0&amp;type=5" title="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.">Configure the Service Console</a>.</td>

          <td data-label="What’s Involved" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e108 ">Configure the Service Console and the Messaging Session record page so service
            reps can help customers in enhanced Messaging channels. Use different page layouts for
            standard and enhanced channels.</td>

        </tr>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e105 ">(Required) <a href="https://help.salesforce.com/s/articleView?id=service.livemessage_create_automated_responses.htm&amp;release=264.0.0&amp;type=5" title="Customize auto-responses for common scenarios in messaging sessions. Some auto-response options are available only in Enhanced Messaging channels and Enhanced Chat.">Customize your
              channel auto-responses</a> and learn about the <a href="https://help.salesforce.com/s/articleView?id=service.messaging_consent_status.htm&amp;release=264.0.0&amp;type=5" title="With the help of consent keywords, your customers tell you when and whether you can message them on a particular Messaging channel in Agentforce Service (formerly Service Cloud).">opt-in and opt-out
              experience</a>.</td>

          <td data-label="What’s Involved" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e108 ">Customize auto-responses for common scenarios in messaging sessions, and set keywords
            that customers can use to perform actions such as opting out of receiving messages. </td>

        </tr>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e105 ">(Required—LINE only) <a href="https://help.salesforce.com/s/articleView?id=service.messaging_line_create.htm&amp;release=264.0.0&amp;type=5" title="Create an enhanced Messaging channel in Salesforce that's connected to the LINE messaging app, widely used in Japan. With a LINE channel, your support team can address inquiries sent over LINE directly from the Service Console.">Complete the
              connection in LINE</a>.</td>

          <td data-label="What’s Involved" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e108 ">In the LINE Developers Console, provide an essential URL from Salesforce and
            update other settings.</td>

        </tr>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e105 ">(Recommended) <a href="https://help.salesforce.com/s/articleView?id=service.messaging_import_user_data.htm&amp;release=264.0.0&amp;type=5" title="Salesforce automatically creates messaging user records for customers when they message your business. However, you can also mass-create messaging user records for WhatsApp and SMS channels.">Create messaging user
              records</a> for existing customers so that service reps can initiate messaging
            sessions in your channel.</td>

          <td data-label="What’s Involved" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e108 ">If you’re upgrading from a standard channel or migrating your number from an
            external business service provider, preserve existing customers’ consent preferences
            by creating messaging user records for them. Each record links the customer to your
            channel and contains their consent status: implicitly opted in, explicitly opted in,
            or opted out.</td>

        </tr>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e105 ">(Recommended) <a href="https://help.salesforce.com/s/articleView?id=service.bots_service_enhanced.htm&amp;type=5&amp;language=en_US" target="_blank">Create an enhanced bot</a>.</td>

          <td data-label="What’s Involved" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e108 ">Incorporate an enhanced bot into your support process to lighten the load on
            human service reps. Create a bot, and then reference it in an Omni-Channel flow to
            control which sessions are routed to it.</td>

        </tr>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e105 ">(Recommended—WhatsApp only) <a href="https://help.salesforce.com/s/articleView?id=service.messaging_automated_enhanced.htm&amp;release=264.0.0&amp;type=5" title="Using a flow and a notification messaging component, send customers automated messages to notify them about a product delivery, case update, or something else.">Set up automated messaging and copy message
              templates</a>.</td>

          <td data-label="What’s Involved" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e108 ">
            <p>Create a flow that sends customers automated messages notifying them about product
              deliveries, case updates, or something else. Each notification message is based on an
              approved WhatsApp template. Optionally, copy templates from other WhatsApp Business
              accounts. For example, if you’re upgrading from a standard channel, copy the templates
              from your standard channel’s account.</p>
            <p style="margin-bottom:0;">Templates can be copied before or after your
              enhanced channel is activated.</p>
          </td>

        </tr>
        <tr class="">
          <td data-label="Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e105 ">(Recommended) <a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_parent.htm&amp;release=264.0.0&amp;type=5" title="Help service reps and customers exchange information faster in enhanced Messaging channels and Enhanced Chat. Share links, questions with predefined options, time slots, post-conversation surveys, and more.">Create a library of
              interactive content for service reps and bots</a>.</td>

          <td data-label="What’s Involved" class="slds-cell-wrap" style="vertical-align:top;" headers="d34889e108 ">Help your team share and gather information faster by creating messaging
            components, which can be questions with clickable options, time selectors, or other
            formats. Service reps can send messaging components to customers during messaging
            sessions.</td>

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

## Ready to activate your channel?

After you complete the items on this checklist, you can activate your channel to start receiving messages. On the Messaging Settings page, click your channel’s name. Then, click **Activate Channel** at the top of the page.

- **[Activating and Deactivating Messaging Channels](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.