Send a Message to a Customer

Proactively reach out to a customer by sending them a message in the channel of your choice. Business-initiated messaging is available in all messaging channels except Messaging for Web.

• Send a Message to a Customer in an Enhanced Channel
  To start a messaging session with a customer in an enhanced Messaging channel or Enhanced In-App Chat, use the Send a Message action.
• Send a Message to a Customer in a Standard Channel
  To start a messaging session with a customer in a standard SMS or Facebook Messenger channel, use the Start Conversation record action.
• Troubleshoot the Send a Message Action in Messaging
  Reps can use the Send a Message action to proactively message customers in enhanced channels and Enhanced In-App Chat. If you have trouble finding the recipient or sending your message, review these troubleshooting tips.