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            Create Long Code SMS Channels in Service Cloud (US and Canada)

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            Create Long Code SMS Channels in Service Cloud (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.

            Required Editions

            View supported editions.
            Checkmark This article applies to: 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, Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
            User Permissions Needed
            To set up Messaging: Configure Messaging
            To view SMS channels: View Setup and Configuration
            To create SMS channels:

            System Administrator AND Configure Messaging

            OR

            Configure Messaging AND Customize Application AND Manage Auth. Providers AND View Setup and Configuration AND Modify All Data
            Note
            Note You can create SMS channels in Salesforce linked to 10-digit long code (10DLC) numbers in your production org only.

            Considerations

            • As of February 1, 2025, 10DLC requires a verified brand and campaign to send messages. Otherwise, you risk your carrier blocking unregistered traffic. Complete your requests for the related brand and campaign before you request your 10DLC. Processing your code request can take up to two business days, depending on the time needed for carriers and aggregators to provide approval.
            • You can self-service 10DLC procurement in US and Canada only. For international 10DLC, see 10-Digit Long Code (International).
            • If you have the Agentforce Contact Center Digital add-on, you need country-specific setup and lease licenses to request new SMS codes. You must also 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.
            • 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.
            • To request a specific area code for digital engagement, email messagingregistration@salesforce.com. However, Salesforce can't guarantee the availability of all area codes.

            Request 10-Digit Long Codes

            To request a new 10-digit long code from Salesforce for a new enhanced SMS channel, follow these steps.

            1. From Setup, in the Quick Find box, enter Messaging Settings, and select Messaging Settings.
            2. Click New SMS Code.
            3. Select a country, and for Code Type, select 10-Digit Long Code, and then click Next.
            4. Review the regulatory compliance notices, and click Next.
            5. Select your brand and campaign.
            6. Select Request New Codes.
            7. Select the quantity of codes required, and if you require more than one code, provide a reason.
            8. Click Submit.

            Migrate 10-Digit Long Codes

            To migrate a 10-digit long code that you own into Salesforce, follow these steps.

            1. From Setup, in the Quick Find box, enter Messaging Settings, and select Messaging Settings.
            2. Click New SMS Code.
            3. Select a country, and for Code Type, select 10-Digit Long Code, and then click Next.
            4. Review the regulatory compliance notices, and then click Next.
            5. Select your brand and campaign.
            6. Select Port Existing Codes.
            7. Click Download Long Code CSV Form and fill in the details.
            8. Click Download Letter of Authorization and fill in the details.
            9. Click Upload Completed Forms and upload both the Migration Form and the Letter of Authorization.
            10. Click Submit.

            If you ask Salesforce to use an existing phone number for Messaging, the phone number activates after you complete Messaging setup. Not all phone numbers can be enabled. When Salesforce receives your signed Letter of Authorization, 1–800 phone numbers are enabled within three business days and the other numbers within one business day.

            Monitor Submitted Requests

            The SMS Code Requests tab on the Messaging Settings page contains a list of SMS codes that you requested. For each record, click View Submitted Form to see the code requests that you submitted. If you don't see a request, refresh the SMS Code Requests tab and All Channels tab.

            Registering a new phone number in the US and Canada can take 1–2 weeks for toll-free numbers, and 1–4 weeks for 10-digit long codes. Although Salesforce Customer Support can provide new toll-free and long code numbers, it has no control over number registration.

            After the status of your SMS code request changes to Ready or Completed, convert the SMS code to SMS channel and activate the channel.

             
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