Considerations for Upgrading to Credits-Based Messaging with Agentforce Contact Center Digital

Monitoring Message Licenses

With Agentforce Contact Center Digital, we let you know if you’re missing or running low on brand licenses, campaign licenses, or SMS lease licenses. We also show the number of licenses or requests remaining. This information appears on the Regulatory Compliance page in Setup, or when you create an SMS channel on the Messaging Settings page in Setup.

Messaging with Agentforce Contact Center consumes credits used for billing based on your usage of the feature. For this product, you can access Digital Wallet, a free account management tool that offers near real-time consumption data for enabled products across your active contracts. Message credits appear in Digital Wallet under the Salesforce Message Credits - WhatsApp and Salesforce Message Credits - SMS cards. For details, see Service Cloud Billable Usage Types.

Important WhatsApp message credit requirements apply starting March 27, 2026. SMS message credit requirements apply starting March 27, 2026, with additional updates on May 1, 2026.

Updating Permission Set Licenses

If you switch from Digital Engagement to Agentforce Contact Center Digital, you must also assign a new permission set license to users who need access to Messaging. Here's how:

• Remove the “Send One-to-Many Messages” user permission from any Messaging permission sets. This permission is related to SMS broadcast messaging, a legacy feature, and can’t be used with Agentforce Contact Center Digital.
• For each user that needs access to Messaging, un-assign the Messaging User permission set license and assign the Messaging Unlimited permission set license, which is provided as part of the Agentforce Contact Center Digital add-on. You can assign permission set licenses individually from the Users page in Setup, or to multiple users from the Company Information page.

To learn more about the Agentforce Contact Center Digital add-on, contact your account executive.