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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.
Required Editions
| View supported editions. | |
This article applies to:
|
Standard Facebook Messenger and Standard SMS channels |
This article doesn’t apply to:
|
Enhanced In-App Chat, Enhanced Web Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
| User Permissions Needed | |
|---|---|
| To initiate messaging sessions in standard channels: | Agent Initiated Outbound Messaging AND Messaging Agent |
| To view the Start Conversation button on Person Account records: | B2C |
Service reps can start standard messaging sessions from these types of records:
- Messaging user records for a standard messaging channel
- Contact, person account, case, lead, or opportunity records that are associated with a messaging user record for a standard messaging channel
From a Messaging User Record
Use the Start Conversation record action on a messaging user record to start a messaging session with a customer.
- In the Omni-Channel utility, set yourself as available.
- From the App Launcher, click Messaging Users to open the Messaging Users tab.
- Click the messaging user record in question.
- Click Start Conversation. A new messaging session starts.
- Send one or more messages, and then wait for the customer to respond.
If you don’t see the Start Conversation button, here are possible reasons why.
- The user opted out of receiving messages.
- You’re not assigned to the queue that’s associated with the channel.
- Business-initiated outbound messaging isn’t supported in the channel. The Start Conversation action is available in standard SMS channels and is in beta in standard Facebook Messenger channels. Enhanced Messaging channels use a different action.
From Other Records
Alternatively, start a messaging session from a contact, person account, case, lead, or opportunity record.
- In the Omni-Channel utility or sidebar, set yourself as available.
- On a messaging user record detail page, edit the appropriate lookup field: Case, Lead, Account, Contact, or Opportunity.
- Select the record you want to link to, such as a specific case.
- Click Save.
- Navigate to the record you linked to the Messaging User.
- From the actions menu, select Start Conversation.
- Select the messaging user record that you want to have a conversation with. A customer can be associated with more than one messaging user, so there may be several to choose from.
- Click Start Conversation. A new messaging session starts.
- Send one or more messages, and then wait for the customer to respond.
For the Start Conversation button to be visible on a person account or contact record, the person account or contact must be associated with the messaging user record.
For the Start Conversation button to be visible on a lead, case, or opportunity record:
- An inbound messaging session for the messaging user must exist in the channel, and the messaging session must be associated with the record where you want to start the conversation.
- The button must be added to the record page layout in question: lead, case, or opportunity.
