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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.
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 |
| 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 |
Toll-free long code channels are supported only in the United States. If you have the Agentforce Contact Center Digital add-on, you need country-specific setup and lease licenses to request new codes.
Request Toll-Free Numbers
To request a toll-free number from Salesforce for a new enhanced SMS channel, follow these steps.
- From Setup, in the Quick Find box, enter Messaging Settings and select Messaging Settings.
- Click New SMS Channel.
- Select a country and for Code Type, select Toll-Free. Click Next.
- Click Request Toll-Free Numbers and then click Next.
- Click + to indicate the quantity of toll-free numbers you require and then click Next. Review the numbers that Salesforce will provide to you.
- Click Download Verification Form. Use this form to verify the toll-free numbers that Salesforce provided.
- Click Submit.
Verify Toll-Free Numbers
After Salesforce provides you with toll-free numbers, verify them.
- From Setup, in the Quick Find box, enter Messaging Settings and select Messaging Settings.
- Click New SMS Channel.
- Select a country and for Code Type, select Toll-Free. Click Next.
- Click Verify Toll-Free Numbers and then click Next.
- Click Upload Verification Form. If you completed the verification form while requesting toll-free numbers, use the same form and upload it for verification. Or, click Download Form Again and upload for verification.
- Click Submit.
Migrate Toll-Free Numbers
To migrate a toll-free number that you own into Salesforce, follow these steps.
- From Setup, in the Quick Find box, enter Messaging Settings and select Messaging Settings.
- Click New SMS Channel.
- Select a country and for Code Type, select Toll-Free, and then click Next.
- Click Migrate Toll-Free Numbers, and then click Next.
- Click Download Migration Form and fill in the details.
- Click Download Letter of Authorization and fill in the details.
- Click Upload Completed Forms. Upload both the Migration Form and the Letter of Authorization.
- Click Submit.
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.
After the status of your SMS code request changes to Ready or Completed, convert the SMS code to SMS channel and activate the channel.
If you ask Salesforce to enable an existing phone number for use with Messaging, the phone number is activated after you complete the Messaging setup instructions. Not all phone numbers can be enabled. When Salesforce receives your signed Letter of Authorization, your phone number will be enabled within three business days for 1-800 numbers and one business day for all other numbers.
