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Create SMS Long Code Channels for Service
Let customers communicate with your support team using SMS text messaging. Customers can send text messages to a ten-digit long code or toll-free long code number owned by your company, and service reps reply from the Service Console.
Required Editions
| View supported editions. | |
This article applies to:
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Standard and Enhanced 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 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.
SMS long code messaging is available in Australia, Austria, Belgium, Brazil, Canada, Denmark, Finland, France, Germany, Hong Kong, Hungary, Ireland, Malaysia, Norway, Poland, Portugal, Singapore, Spain, Sweden, Switzerland, Taiwan, the United Kingdom, and the United States. Messaging doesn't support mobile or Voice Over IP phone numbers.
Note If you have the Agentforce Contact Center Digital add-on, you must purchase message
credits to create a long code SMS channel. During channel creation, we'll let you know if
they're missing. Message credits determine the quantity and nature of messages that your
business can send, and allow you to access the full SMS feature set. They appear in Digital
Wallet under the Salesforce Message Credits - SMS card.
- Create Long Code SMS Channels (US and Canada)
Create SMS channels in Salesforce linked to 10-digit long code (10DLC) numbers. Make it easier for customers to reach you by giving them different phone numbers for different departments or campaigns. Having unique numbers improves call routing and can boost lead generation by making it easier for customers to connect with the right person quickly. - Create Long Code SMS Channels (International)
If you're outside of the US and Canada, you'll need to submit the number request form to register a ten-digit long code number for a new SMS channel in Agentforce Service (formerly Service Cloud). - Create Toll-Free Long Code Channels (US)
Create one or more SMS channels in Salesforce linked to toll-free long code numbers in Agentforce Service (formerly Service Cloud). Make it easier for customers to reach you by giving them different phone numbers for different departments or campaigns. This improves call routing and can boost lead generation by making it easier for customers to connect with the correct person quickly. - Request a Brand for a 10-Digit Long Code (US and Canada)
Every SMS channel linked to a 10-digit US or Canadian long code requires a brand in Agentforce Service (formerly Service Cloud). You can request one brand for each purchased 10-digit long code (10DLC). - Request a Campaign for a 10-Digit Long Code (US and Canada)
Every SMS channel linked to a 10-digit US or Canadian long code requires a campaign in Agentforce Service (formerly Service Cloud). Before you can request a campaign, you must obtain a brand. - Considerations for Long Code Channels
Use text messaging to help service reps connect with customers even when they’re on the go. Review these considerations before setting up an SMS channel for a ten-digit long code or toll-free long code number. - SMS Regulations by Country
Regulations for SMS communication differ by country and carrier. Before you set up an SMS channel in Agentforce Service (formerly Service Cloud), review your country’s messaging regulations to avoid fines or blocked messages.
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