LiveMessage Classic Retirement

Why is Salesforce retiring LiveMessage Classic?

Salesforce has focused its development efforts on rebuilding LiveMessage Classic capabilities in Lightning, resulting in new, native data models using new standard objects.  These new capabilities are now offered as Messaging and as part of the Digital Engagement product offering. Please review the Salesforce Summer '19 Release Notes to note the name change.  

How does this affect my Org, and what actions must I take?

Salesforce will continue supporting your existing LiveMessage Classic subscription until your existing Order Term ends.  While not necessary, consider migrating to Messaging (available as part of Digital Engagement) before your Order expires to take advantage of the new features and enhancements only available in Lightning.    

To continue using your existing LiveMessage Classic message channels after your current Order Term expires, you must migrate to Messaging (available as part of Digital Engagement).  Customer Data stored within LiveMessage Classic custom objects will remain in your Org and be available to review for as long as the LiveMessage managed package remains installed. After migration, you must submit a case to Salesforce to re-provision your message channels to Messaging. 

If you do not migrate to Messaging when your current Order Term expires, you will no longer have access to messaging functionality, including channel/number provisioning, and all connections to LiveMessage Classic servers will be disconnected.

What are my migration options?

Customers can migrate user opt-in/out information from LiveMessage’s Classic custom object to Messaging’s new standard object via data loader.  New Messaging User records (required for Messaging) will be created as part of this migration. Existing user conversation transcripts will remain part of the LiveMessage Classic custom object, LiveText, which customers can view in Lightning as long as the managed package remains installed.

What happens if I still need the use of Short Codes? 

Customers requiring the Short Codes feature in LiveMessage Classic after their current Order Term expires can request an exception by contacting their Account Manager. Note, however, that exceptions (if granted) can't extend beyond the Winter ‘21 release if granted.*

*Currently scheduled for October 2020; Date subject to change.

If you have more questions, refer to Salesforce Help. To view all current and past retirements, see Salesforce Product & Feature Retirements.

To read about the Salesforce approach to retirements, read our Product & Feature Retirement Philosophy.