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Message Customers in the Salesforce Mobile App

The messaging experience in the Salesforce mobile app is similar to the messaging experience on the desktop site. You can message from a smartphone or tablet. Review the relevant messaging documentation for agents to learn more.

Required Editions

Available in: Lightning experience
User Permissions Needed
To send and receive messages in the Salesforce mobile app: Messaging User permission set license AND Message on Mobile permission

Reps can reply to customer-initiated messaging sessions and send business-initiated messaging sessions in the Salesforce mobile app on a smartphone or tablet. Initial instructions are slightly different for each scenario.

See Also

Customer-Initiated Messaging

Send and receive messages in a customer-initiated messaging session with the Salesforce Mobile App.

  1. Sign in to the Salesforce mobile app on a smartphone or tablet, and then select OmniMobile from the App Launcher.
  2. Click Omni Inbox (Beta).
    Salesforce mobile app with OmniMobile app open.
  3. In the Omni widget, set yourself as available for messaging.
    Salesforce mobile app with service presence statuses shown. The Agent is setting themselves as available for messaging.
  4. Click the checkmark icon on an incoming messaging session to accept it.
    Salesforce mobile app with an incoming message displayed.
  5. Message with your customer. When the conversation is over, click the downward arrow, and select End Chat. You can alternatively set the conversation to Inactive if your customer disappears. Image of an active messaging conversation

Business-Initiated Messaging

Send and receive messages in a business-initiated messaging session on the Salesforce Mobile App.

  1. Sign in to the Salesforce mobile app, and then select OmniMobile from the App Launcher.
  2. Click Omni Inbox (Beta).
  3. Click the pencil icon.
    The Salesforce mobile app interface for messaging with the Business-Initiated Outbound messaging button highlighted.
  4. In the Contact dropdown menu, select the type of contact record you want to chat with.
    Business-initiated outbound messaging on the mobile app with the Contact dropdown menu highlighted.
  5. In the Search bar, enter the name of the individual, and then select their record.
  6. In the Conversation field, select an existing Messaging User record. If you're using SMS messaging, you can alternatively select + New Conversation to associate a new Messaging User record to an existing Lead, Contact, or Account record.
    Business-initiated outbound messaging with the Conversation field highlighted.
  7. If you selected an existing Messaging User record in the Conversation field, you'll see that user implicitly opted in. Select Resume Conversation. Now, skip to step 9.
  8. If you selected + New Conversation from the Conversation field:
    1. In the Channel field, select an SMS channel.
    2. In the Phone field, enter the new phone number.
    3. Select the box to confirm that this receipient has consented to receive messages.
    4. Click Start Conversation.
  9. Enter and send your first message.