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            Messaging Limits and Considerations

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            Messaging Limits and Considerations

            Before you get started with Messaging, review key limits and considerations.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel

            General Limits

            Limit Value
            Maximum number of Messaging channels* 2,000
            Maximum simultaneous active messaging sessions*
            • Standard Messaging: No limit
            • Enhanced Messaging and Enhanced Chat: 11,000
            • If fewer than 11,000 inbound messaging sessions are active, up to 4,000 of the unused sessions can be outbound or automated outbound sessions. If 11,000 inbound sessions are active, outbound and automated outbound sessions can't occur until space is freed.
            • An outbound session is converted to an active session and counted against the active session limit only if the end user responds within 5 minutes.
            • If a user doesn’t respond to an outbound message within 5 minutes, the session isn’t counted against the active session limit.
            • An outbound session always counts against the active session limit and the outbound session limit. When an outbound session is converted to an active session, it no longer counts against the outbound session limit.
            • After 30 minutes without activity, an active session stops counting against the active session limit, but the session status doesn't change. If a message is sent in the session after 30 minutes of inactivity, the session once again counts against the active session limit.

            If you send a message after reaching your limit, the channel retries a few times.
            Maximum messages or messaging sessions per second*
            • Standard Messaging for Salesforce Classic: 2 messages per second
            • Standard Messaging for Lightning Experience: 12 new messaging sessions per second, and up to 150 messages per second thereafter
            • Enhanced Messaging and Enhanced Chat: 50 new messaging sessions per second, and up to 1,000 messages per second thereafter

            If limits are reached and a message can’t be sent, Salesforce retries sending it for 24 hours. The delay typically doesn’t exceed 10 minutes.
            Maximum length of outbound messages
            • SMS short codes: 160 characters
            • SMS long codes and toll-free long codes: 912 characters, or 396 characters if the message includes special characters
            • WhatsApp: 4,096 characters
            • Facebook Messenger: 2,000 characters
            • Apple Messages for Business: 50,000 characters
            • LINE: 5,000 characters
            • Bring Your Own Channel for Messaging and Bring Your Own Channel for CCaaS: We recommend that partners configure a custom field with a Data Type of Long Text Area in your custom platform event, which allows 32,768 characters.
            Enhanced messaging session expiration A service rep's enhanced messaging session expires 10 seconds after they close the Service Console, or refresh the page and don’t select a login option. In standard Omni-Channel, the session expires 30 seconds after the last poll.
            Maximum number of service reps who can join conferencing
            • Enhanced Chat: 8
            • Enhanced Messaging Channels: 8

            * These limits apply collectively to all of your channels in your org. For example, Messaging allows up to 50 new messaging sessions per second in your enhanced Messaging channels and Enhanced Chat channels combined.

            Note
            Note Messaging session timestamps appear in the viewer’s device time zone. You can’t change this setting.

            See Also

             
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