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            Move Standard Messaging Channels from Salesforce Classic to Lightning Experience

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            Move Standard Messaging Channels from Salesforce Classic to Lightning Experience

            Messaging in Salesforce Classic depends on the LiveMessage managed package, while Messaging in Lightning Experience uses standard Salesforce objects and features. Learn how to move standard SMS or Facebook Messenger channels to Lightning Experience before upgrading them to enhanced channels.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Standard Facebook Messenger and 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, Enhanced Facebook Messenger, Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
            Important
            Important LiveMessage in Salesforce Classic and Digital Engagement in Lightning Experience can’t run concurrently in the same production org. We recommended testing a complete sandbox implementation of Messaging in Lightning Experience before you complete the transition.
            1. Get Digital Engagement.
              1. To access Messaging in Lightning Experience, purchase the Digital Engagement SKU. Contact your Salesforce account executive to learn more.
              2. Log into your production org to verify that Digital Engagement has been added. From Setup, enter Company Information in the Quick Find box, and select Company Information. Verify that the Messaging and Service Cloud User licenses are listed and reflect the total number of licenses that you purchased.
            2. (Optional) Set up Messaging in a sandbox org. For help, see Test Your SMS Channel in Service Cloud and Test Your Facebook Messenger Channel in Service Cloud.
            3. Set up messaging permissions and turn on Messaging. For help, see Get Started with Messaging in Service Cloud.
            4. File a case in Salesforce Help to migrate your messaging channels from Salesforce Classic to Lightning Experience.
              Note
              Note Filing a case simply lays the groundwork for the migration; it doesn't automatically switch your implementation to Lightning.

              Include this information in your case:

              • Topic: Service Cloud
              • Category: Messaging
              • Subject: Lightning Migration for <Organization Name>
              • Org ID of the org that you want to migrate to Lightning Experience
              • (For SMS channels) Every phone number (long code and short code) that you want to migrate. Indicate whether you want to seek exceptions or enable more numbers.

              Salesforce sets up your phone numbers in Lightning Experience within 72 business hours. We'll give you information about the next steps.

              After you file your case, continue preparing your Messaging configuration in Lightning Experience (steps 5 and 6) while you wait for your channels to be migrated. When your case is closed, your phone numbers appear on the Messaging Settings page in Lightning Experience, but messages continue to be routed through Salesforce Classic. When you're ready to switch to Lightning Experience routing, move on to step 7.

            5. Create your channels.
            6. Configure routing in Omni-Channel. Skip this step if you currently use Omni-Channel for LiveMessage. But if you use the LiveMessage widget to monitor your queues, you must set up Omni-Channel.
              1. Follow the instructions in Omni-Channel for Administrators. Assign the Messaging Session object to your queue.
              Note
              Note The LiveMessage session (Installed Package: LiveMessage for Salesforce) object is a remnant of Classic LiveMessage. You can ignore it.
            7. Convert your automated triggered messages to messaging notifications. For instructions, see Set Up Automatic Message Notifications.
            8. Copy or document any processes and data that reference classic LiveMessage’s custom objects. While this step isn't required, the information can be useful. After messaging traffic is cut over and your classic LiveMessage licenses expire, access to its custom objects, data, and associated processes is blocked.
            9. Important
              Important Everything beyond this point can affect your service. Proceed only when you’re ready to fully migrate to Messaging in Lightning Experience.
              File a new case in Salesforce Help to switch SMS traffic from classic LiveMessage to Messaging in Lightning Experience.
              Include this information in your case:
              • Topic: Service Cloud
              • Category: Messaging
              • Subject: Lightning Migration for <Organization Name>
              • Org ID of the org that you want to migrate. Specify that you must schedule the cutover of your numbers from classic LiveMessage to Lightning Experience.
              • Every phone number that you want to migrate, including long code and short code numbers. Indicate whether you plan to seek exceptions or want to enable more numbers.

              When your case is accepted, a service rep offers you a few time slot options for the conversion. When the conversion occurs during your scheduled time slot, messaging traffic moves to your new Lightning Omni-Channel queue. It can take up to 4 hours for carriers to accept the traffic routing updates. In the meantime, check both consoles for message delivery.

            10. Migrate your Facebook channels.
              1. If your Facebook channel is live in Salesforce Classic, remove the association between your Facebook page and the LiveMessage app.
                1. Log in to Facebook.
                2. Select the Facebook page that you want to migrate.
                3. Navigate to the page setup screen and remove the Facebook page from the LiveMessage app.
              2. Associate your Facebook page with your Lightning org. For help, see Create a Facebook Messenger Channel in Service Cloud.
            11. Change your Omni-Channel configuration. If you already use Omni-Channel in Salesforce Classic, update your queue configurations and swap out LiveMessage Session (Installed Package: LiveMessage for Salesforce) for Messaging Session. Omni-Channel doesn't work properly if you have both Salesforce Classic and Lightning Experience configured to use it.

            See Also

             
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