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Considerations for Business-Initiated Messaging
Several rules determine whether and how service reps can start a messaging session with a lead or customer from Salesforce. These rules protect customers from unwanted messages.
Required Editions
| View supported editions. | |
This article applies to:
|
Enhanced In-App Chat, Enhanced WhatsApp, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
This article doesn’t apply to:
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Enhanced Web Chat, Standard Facebook Messenger, and Standard SMS channels |
General Considerations
- Business-initiated outbound messages don't use service rep capacity until the customer responds.
- If the customer responds, the way their response is routed depends on your capacity model.
- If the service channel uses status-based capacity, the response is routed back to the same rep.
- If the service channel uses tab-based capacity, the response is routed as a new messaging session and a different rep may pick it up.
- A customer who’s engaged in a live messaging session can’t simultaneously receive a business-initiated message sent from the Send a Message action by a different rep. In this scenario, the new rep trying to initiate the conversation sees an error.
- In all supported channels except enhanced SMS, reps can only initiate messaging sessions with a customer if the customer has a messaging user record that’s linked to the desired messaging channel. Messaging user records are created automatically when customers first message you. If no record exists, you can create them using Data Loader or a flow as long as you already obtained your customer’s messaging consent elsewhere. It takes about 10 minutes for a newly created messaging user record to become available in the Send a Message action.
- When a rep uses the Send a Message action to start a session, the session status is New. If the customer doesn’t respond or opt out within 48 hours, the session ends.
Considerations for Enhanced SMS
- To help sellers or relationship managers kick off conversations with customers and
potential customers, reps can send an initial SMS message to a customer from a contact,
person account, or lead record, even if the customer doesn’t have a messaging user
record. Salesforce auto-creates the messaging user record when the initial message
is sent. In this scenario:
- The rep selects + New Conversation from the Conversation field.
- The rep must check a box indicating that the customer consented to receive SMS messages from your business.
- When an SMS messaging user record is auto-created, it shows a consent status of Explicitly Opted In even if the channel’s Consent Type field is set to a different status.
- To use the Send a Message action to send SMS messages, the messaging user’s phone number field must contain a number that uses the E.164 number format. For example, +12345678900.
Considerations for Enhanced WhatsApp
- If more than 24 hours have passed since the selected messaging user’s last message, service reps can’t use the Send a Message action to write freeform messages. However, they can send notification messaging components. The component must be linked to an approved WhatsApp message template and can’t contain dynamic content.
Considerations for Enhanced Facebook Messenger
- If more than seven days have passed since the selected messaging user’s last message, service reps can’t use the Send a Message action.
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