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SMS Number Types
Select the ideal type of phone number for providing customer service over text in Agentforce Service (formerly Service Cloud). Whether you choose a short code, long code, toll-free long code, or a combination depends on your business needs.
Required Editions
| View supported editions. | |
This article applies to:
|
Standard and Enhanced 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 Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
When choosing a number type, consider the following number type limitations, your country’s messaging regulations, and the carrier filtering rules that can affect your desired use cases. Salesforce will text-enable numbers on behalf of its customers. Depending on the country, customers can use their existing number or a number provided by Salesforce.
Supported Number Types
| Standard Long Codes | Toll-Free Long Codes | Short Codes | A2P Long Codes (Salesforce-Provided) | Mobile/MSISDN (Salesforce-Provided) | |
|---|---|---|---|---|---|
| United States | (MMS supported) Inbound-Initiated Outbound-Initiated |
(MMS supported) Inbound-Initiated Outbound-Initiated Automated Outbound |
(MMS not supported) Inbound-Initiated Outbound-Initiated Automated Outbound Campaigns |
Not Available | Not Available |
| Canada | (MMS supported) Inbound-Initiated Outbound-Initiated |
(MMS supported) Inbound-Initiated Outbound-Initiated |
(MMS not supported) Inbound-Initiated Outbound-Initiated Automated Outbound Campaigns |
Not Available | Not Available |
| Other Countries | Not Available |
Not Available | Not Available | Inbound-Initiated Outbound-Initiated Automated Outbound Campaigns |
Inbound-Initiated Outbound-Initiated Automated Outbound |
Specifications for Supported Number Types
| Standard Long Codes | Toll-Free Long Codes | Short Codes | |
|---|---|---|---|
| Format | 7–15 digit number Standard 10 digit |
1–8XX number | 4–8 digit number |
| Throughput | 1–2 msgs/sec 1:1 message ratio; 3:1 max* 15K msgs/month max |
10–100 msgs/sec (U.S. only), all other follow Long Code P2P Avoid URLs** |
10–500 msgs/sec |
| Message Delivery Quality/Trust | Low | Medium | High |
| Setup Time | Minutes | Less than 3 days | Weeks |
| Pre-Approval / Regulatory Compliance Requirements | No | No | Yes |
* Ratio of outbound to inbound
** Avoid URLs: If you intend to include a link, relevancy and frequency are important. Shortened URLs are particularly problematic, as they are likely to be marked as spam.
Supported Countries
These countries and regions are where Agentforce Contact Center Digital and Digital Engagement have an established relationship with an aggregator to support conversational SMS. Click a country to view its specific messaging regulations.
- Australia (AU)
- Austria (AT)
- Belgium (BE)
- Brazil (BR)
- Canada (CA)
- Denmark (DK)
- Finland (FI)
- France (FR)
- Germany (DE)
- Hong Kong (HK)
- Hungary (HU)
- Ireland (IE)
- Malaysia (MY)
- Norway (NO)
- Poland (PL)
- Portugal (PT)
- Singapore (SG)
- Spain (ES)
- Sweden (SE)
- Switzerland (CH)
- Taiwan (TW)
- United Kingdom (UK)
- United States (US)
