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SMS Number Types in Service Cloud
Select the ideal type of phone number for providing customer service over text. 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.
