You are here:
Considerations for Broadcast SMS Messaging in Service Cloud
Review considerations and tips regarding Broadcast Messaging for standard SMS channels.
Required Editions
| View supported editions. | |
This article applies to:
|
Standard SMS channels |
This article doesn’t apply to:
|
Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
Important Standard SMS channels were retired on February 14, 2026. To avoid service
interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS
offers many of the standard SMS features
you love plus session transfers and AI agent support. See Upgrading from Standard to Enhanced Messaging.
- Broadcast Messaging is supported only in standard SMS channels.
- The Send Message action used by broadcasters is different from the Send Message global action used to initiate messaging sessions in enhanced Messaging channels and Enhanced Chat. The global action appears only in the global action menu, reached by clicking the plus sign at the top of the page, while the broadcasting action appears on list views.
- Don’t use a long number for broadcast messages, as carriers impose limits for bulk text messages from long numbers.
- Messaging templates are required to send a message. Create messaging templates for broadcasters before they attempt to send messages.
- Broadcast messages can't be sent in SMS channels that use Omni-Channel flow routing. In your SMS channel settings, make sure that Enable Advanced Routing isn't selected.
- Messaging User records are required for your recipients, even if you’re sending a message from another object type. Messaging User records contain the recipient’s consent status..
- You can use Broadcast Messaging for employees only if you’ve purchased Work.com. Otherwise, use contacts, person accounts, or messaging users.
- It’s possible to go over your SMS allotment. If you send more messages than you’ve paid for, our team will help you make another payment.
- We don’t search for duplicate recipients when sending broadcast messages. If you send a broadcast message from multiple sender numbers, and a recipient is opted into more than one of those numbers, they receive multiple messages.
- Broadcast Messaging and Messaging can be used together, and sometimes a broadcast message can appear in an active Messaging session. If the active session and the broadcast message use the same sender number, a broadcast message sent during the active session appears in the conversation.
- Be mindful of the values you store about your recipients. We recommend that you avoid collecting information that you don’t need and any vulnerable information that could be used for discrimination. To learn more, see our Acceptable Use and External-Facing Services Policy.
Did this article solve your issue?
Let us know so we can improve!
