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Set Up Broadcast Messaging in Service Cloud (Standard Channels)
Broadcast Messaging lets you send one-to-many SMS text messages to contacts, employees, person accounts, and messaging users in standard SMS channels only. To get started, configure your broadcasters’ access and create message templates.
Required Editions
| View supported editions. | |
This article applies to:
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Standard SMS channels |
This article doesn’t apply to:
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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 |
Before you start, create a Messaging channel for text messages associated with a working phone number. You can use a short code or toll free number. Then, associate your channels with a queue.
Unused conversations and triggered and bulk messages are forfeited at the subscription’s end date. To purchase additional conversations or triggered and bulk messages, contact your Salesforce representative.
Now, let’s review key broadcasting terms.
- Broadcaster
- The user or users who send bulk messages. Admins can be included in the broadcasters group.
- Recipients
- The people receiving your message. They can be customers, employees, or any other group you want to contact.
- Sender Number
- The number or numbers that you’re sending your message from. A sender number can be a short code or toll free number. Don’t use a long number for broadcast messages, as carriers impose limits for bulk text messages from long numbers.
- Opt In
- Opting in is how your recipients provide consent to receive messages from you. We send messages only to recipients who explicitly opted in. You can view someone’s consent status on their Messaging User record.
When Broadcast Messaging is turned on, a few things happen.
- You receive custom list views named Bulk SMS Contacts, Bulk SMS Employees, and Bulk SMS Messaging End Users. These views help you manage your recipient lists.
- The “Send One-to-Many Messages” user permission can be assigned to users.
- The Broadcast Messages tab can be added to a standard or console app so broadcasters can view sent broadcast messages.
To set up Broadcast Messaging, you will follow these steps.
- Assign broadcasting permissions and help your team view Messaging information for recipients.
- Create messaging users so you can track recipients’ opt-in status. Messages can’t be sent without creating messaging users first.
- Create required messaging templates so your broadcasters can send messages.
- Add the Broadcast Messages tab to the Service Console so your team can view sent broadcast messages.
For information on the features included in the Digital Engagement subscription, see our pricing docs.
- Considerations for Broadcast SMS Messaging in Service Cloud
Review considerations and tips regarding Broadcast Messaging for standard SMS channels. - Create and Assign a Broadcaster Permission Set for SMS
Give broadcasters permission to send one-to-many messages in a standard SMS messaging channel. Optionally, set them up with Messaging and Omni-Channel permissions to have one-to-one conversations with recipients. - Write Effective Broadcast Messages
Broadcast informative, useful messages to customers and employees in a standard SMS channel in Service Cloud. - Add the Broadcast Messages Tab to an App
If you’re using broadcasting in your standard SMS channel in Service Cloud, let your broadcasters view your company’s sent messages on the Broadcast Messages tab. - Send Broadcast Messages
Send a bulk SMS from a contact, employee, person account, or messaging user list view in a standard SMS channel. View your company’s sent broadcast messages in the Broadcast Messages tab.
