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            Create Messaging Users

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            Create Messaging Users

            Salesforce automatically creates messaging user records for customers when they message your business. However, you can also mass-create messaging user records for WhatsApp and SMS channels.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Enhanced WhatsApp, Standard and Enhanced SMS channels
            X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Standard and Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
            User Permissions Needed
            To create messaging user records "Create" on messaging users
            To use Data Loader See Data Loader documentation

            To mass-create messaging user records, import a CSV file of user data into Salesforce with Data Loader. Doing so lets you add new messaging user records for users who haven’t yet sent you a message in that channel. This way, your team can initiate messaging sessions with opted-in users or send automated messages.

            Importing messaging users is best for businesses that have a set of historical customer data that includes information like phone numbers and consent status. For example, if you’re migrating or upgrading to an enhanced WhatsApp channel, you may have this data from your previous WhatsApp channel or implementation.

            Because you need a messaging user's platform key to mass-create messaging user records, it's not possible to use this method for LINE, Apple Messages for Business, or other channels unless your business has messaged with them previously in Salesforce.

            1. Find the Messaging Channel ID of the channel where you want to add users.
              1. From Setup, go to the Messaging Settings page.
              2. Click the name of the messaging channel in the list.
              3. Copy and save the Messaging Channel ID value.
            2. Populate the following data into a CSV file.
              1. Customer first name and last name.
              2. Messaging platform key: The phone number associated with the messaging user. The phone number must be in the E164 format and exclude hyphens, parentheses, and spaces. For SMS and WhatsApp, include the country code with a + sign.
              3. Messaging channel: Text or WhatsApp
              4. The Messaging Channel ID you copied in Step 1
              5. Messaging Consent Status: DoublyOptedIn, ExplicitlyOptedIn, ImplicitlyOptedIn, or OptedOut
              To add a user to multiple channels, create separate entries in the CSV file per channel, per user. For example, create two entries for a user who communicates with your company over SMS and WhatsApp.
            3. Open Data Loader on your computer.
            4. In Data Loader, select Insert.
            5. Select Password Authentication, then log in with your org credentials.
            6. Select Show All Salesforce Objects and select the Messaging User object.
            7. Import the CSV file you created earlier.
            8. Automap the fields and run reports.

            After a messaging user record is created, it takes about 10 minutes before you can see it in the Send Message action, which is how service reps initiate conversations with customers.

            See Also

             
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