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            Test Your SMS Channel

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            Test Your SMS Channel

            Test your new short code or long code Messaging channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Standard 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 SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
            User Permissions Needed
            To send and receive messages in Messaging: View Setup and Configuration
            To end Messaging sessions: End Messaging Session
            Important
            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.
            Note
            Note An SMS channel can only be active in one org at a time. Make sure that the SMS channel is deactivated in your production org before you activate it in your sandbox org and vice versa.

            To create an SMS channel in either sandbox or production, you must file a case with Salesforce Customer Support. When you file the case, we recommend requesting separate numbers for sandbox and production. A number can only be associated with a single org at a time.

            Salesforce Support can also move a number from an SMS channel in sandbox to an SMS channel in production. However, using separate numbers makes your channel rollout easier and gives you more freedom to experiment in your sandbox org in the future.

            If you’re testing an SMS channel associated with a short code, you might decide to use the same short code number for both sandbox and production, and ask Salesforce to move it from sandbox to production when you're done testing. Talk with your account executive to understand the cost of short code numbers. SMS messages sent through a sandbox org are treated as normal messages and deducted from your total conversation allowance.

            Action Instructions
            (Optional) Set up Messaging in your sandbox.
            1. Contact your account executive for the Digital Engagement or Agentforce Contact Center Digital add-on.
            2. Complete the steps in Get Started with Messaging.
            Test your channel in sandbox or production.
            1. Log into Salesforce as a service rep.
            2. From the app launcher, open the app that contains Messaging. This is usually the Service Console.
            3. In the Omni-Channel utility or sidebar, change your Omni-Channel presence status so that you’re online and available to receive messages.
            4. From your phone, send a text message to the phone number that is associated with this channel.
            5. Look for the incoming message in Omni-Channel. Click the check mark icon to accept the message and open the chat window.
            6. Exchange messages in the channel. Experiment with sending text and images, and test the auto-responses that you’ve configured.
            7. When you’re done, click End Chat.
            (Optional) Switch from sandbox to production. See Moving Messaging Data Between Sandbox and Production.

            See Also

             
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