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            Create an SMS Channel in Agentforce Contact Center

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            Create an SMS Channel in Agentforce Contact Center

            Create SMS channels in Salesforce Voice linked to 10-digit long code (10DLC) number.

            Required Editions

            This article applies to:

            Salesforce Voice (Native Telephony)

            View supported editions.
            User Permissions Needed
            To create SMS channels:

            System Administrator AND Configure Messaging

            OR

            Configure Messaging AND Customize Application AND Manage Auth. Providers AND View Setup and Configuration AND Modify All Data
            To migrate SMS channels to Agentforce Contact Center:

            Agentforce Contact Center Admin (Salesforce Voice) permission set

            Learn how to view permissions in this permission set.

            Create Long Code SMS Channels

            As of February 1, 2025, 10DLC requires a verified brand and campaign to send messages. Otherwise, you risk your carrier blocking unregistered traffic. Complete your requests for the related brand and campaign before you request your 10DLC. Processing your code request can take up to two business days, depending on the time needed for carriers and aggregators to provide approval.

            1. Provision a new 10-digit long code phone number.
            2. If you don’t already have one, request a brand and campaign. If you already have a brand and campaign, go to the next step.
            3. To migrate the 10-digit long code number, from Setup go to Communication Channels.
            4. Click New SMS Code.
            5. Select a country, and for Code Type, select 10-Digit Long Code, and then click Next.
              The country value should be the same as the country you selected for the provisioned number.
            6. Review the regulatory compliance notices, and then click Next.
            7. Select your brand and campaign.
            8. Click Port Agentforce Contact Center Voice and SMS Numbers.
            9. Click Download Long Code CSV Form and fill in the details.
            10. Click Download Letter of Authorization and fill in the details.
            11. Click Upload Completed Forms and upload both the Migration Form and the Letter of Authorization.
            12. Click Submit. It takes up to one business day for the migration to be completed.
            13. To check the status of your number, from Communications Channels. go to the SMS Channel Requests tab.
              After migration is completed, you get an email from Salesforce. If the migration status for your number is In Progress even after one business day, reach out to Salesforce support for assistance.
            14. After migration is completed, from Setup, go to Communication Channels. To see a list of all migrated 10-digit long code numbers, go to the SMS Channel Requests tab.
            15. From the All Channels tab, click the SMS channel that you want to activate.
            16. Update the channel display name, routing configuration, and click Activate Channel.

            Create Toll-Free SMS Channels

            Create one or more SMS channels in Salesforce linked to toll-free long code numbers.

            1. Provision a new toll-free phone number.
            2. To migrate the toll-free number, from Setup go to Communication Channels.
            3. Click New SMS Code.
            4. Select a country, and for Code Type, select Toll-Free, and then click Next.
              The country value should be the same as the country you selected for the provisioned number.
            5. Click Port Agentforce Contact Center Voice and SMS Numbers.
            6. Click Next.
            7. Click Download Migration Form and fill in the details.
            8. Click Download Letter of Authorization and fill in the details.
            9. Click Upload Completed Forms and upload both the Migration Form and the Letter of Authorization.
            10. Click Submit.
              Your number is in queue for migration and verification. This process takes up to two weeks to be completed.
            11. To check the status of your number, from Communications Channels, go to the SMS Channel Requests tab. When migration and verification is completed, you get an email from Salesforce.
              If the migration status for your number is In Progress for more than two weeks, reach out to Salesforce support for assistance.
            12. After migration and verification is completed, from Communications Channels, go to the All Channels tab and click the number that you migrated.
            13. Update the channel display name, routing configuration, and click Activate Channel.
             
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