Telecommunication service providers, also known as “carriers”, require that businesses desiring to reach out to their customers via SMS over short codes, adhere to strict guidelines governed by their respective industry associations. These short code/A2P programs must comply with a basic code of conduct that promotes the best possible user experience.

Below you will find a guide and timeline for the short-code application process for Agentforce Service (formerly Service Cloud) Digital Engagement Messaging.

Step 1: Review Considerations and Purchase a Short Code

1. Review Considerations for Short Code SMS Messaging Channels in Salesforce Help.
2. Purchase a short code through your account executive. Because short codes can’t be migrated from an enhanced SMS channel in sandbox to an enhanced SMS channel in production, request separate short codes for sandbox and production.

Step 2: Complete Application Prework (1-2 Weeks)

Provide information for your short code application in the Campaign Application Form: https://salesforce.quip.com/aG4aAvUkUwDL. If you have access to Quip, create a copy of the form and complete it. If you don’t have Quip access, copy the form contents into the spreadsheet editor of your choice.

The Campaign Application Form is an industry requirement. Required fields are highlighted in blue. If they aren’t completed, Salesforce can’t submit your application. You’ll also find instructions and links to helpful articles. In the application, you will provide:

• Company info, contact info, and basic information about the campaign.
• A call to action (CTA) and sample alert. Mockup CTAs for web are acceptable, as long as the final is completed before your application is submitted for carrier testing.
• Opt-in, double opt-in, opt-out, and help keywords and responses.
• Support contact information.
• Proposed updates to your Terms of Service (ToS) to include texting terms. The proposed ToS don’t need to be live on the site where they will ultimately be published, but carriers must be able to access them or a mockup during testing. 

For help completing this form, see Campaign Application Form (CAF) template preparation instructions.

For help drafting updates to your Terms and Conditions, see Service Digital Engagement: Short Code Application: ToS & Privacy Policy. While this article provides example updates, YOU MUST consult your internal legal department to make sure the updated terms adhere to your company’s guidelines.

Step 3: Contact the Short Code Enablement Team

Email ShortCodeEnablement@salesforce.com with the following details:

• Your company name
• Your account number or org ID
• Your Campaign Application Form and any associated prework

A member of our team will review your prework and work with you to fine-tune your application.

Step 4: Set Up Your Channel in a Sandbox

1. The short code enablement team will work with you to set up your short code in your org. Please provide this information:
   
   1. Sandbox org ID
   2. Short code number
   3. Your contact information
2. When Salesforce notifies you that your short code channel was created, update your channel settings.
   1. In your sandbox, complete the steps in Prepare for WhatsApp, Facebook Messenger, Apple Messages, and SMS in Salesforce Help.
   2. In Setup, enter Messaging in the Quick Find box, and select Messaging Settings.
   3. Find your short code channel in the list. Click the dropdown arrow next to your channel, and then click Edit.
   4. In the Automated Responses section, complete all opt-in, double opt-in, opt-out, help, and custom fields. For help completing these fields, see Customize Auto-Responses in Service Messaging Channels in Salesforce Help.
   5. Save your changes.

Important: When you use short codes, your business is required to follow carrier compliance requirements, industry standards, and applicable law. The CTIA sometimes audits short code Messaging channels. To learn more, see the CTIA Short Code Monitoring Handbook and Canadian Common Short Codes.

3. After your channel settings are updated, let your Salesforce point of contact know so the submission process can begin.

Step 5: Submit Application and Complete Carrier Testing (6-8 Weeks)

In this step, your Salesforce point of contact works with our partner and provides your answers to the carriers from the completed Campaign Application Form.

1. Salesforce submits the short code for carrier testing. 
2. The carriers test the short code and let Salesforce know once traffic is being routed to the short code. Each carrier tests individually, based on their current backlog.

Note: This is the lengthiest part of the process and can take up to 8 weeks to complete, as each of the 55+ carriers in the ecosystem must review and approve the application. Issues identified by any carrier and/or requests for more information can significantly delay the date that the short code is considered "launched" and ready for use.

3. Your Salesforce point of contact alerts you after all carriers approve your application.

Step 6: Go Live in Production (1 Week)

When you are ready to go live, Salesforce moves your short-code channel from sandbox to production.

1. Create a case in Salesforce Help to have your short code migrated to your production environment. In your case, provide:
   1. The short code 
   2. The org ID where the code will be migrated to
   3. Your contact information
   4. Your preference for when to perform the migration (for example, at a low-traffic time)
2. Salesforce migrates the short code to production.
3. When Salesforce notifies you that your short-code channel was created, update your channel settings in production.
   1. In your sandbox, complete the steps in Prepare for WhatsApp, Facebook Messenger, Apple Messages, and SMS in Salesforce Help.
   2. In Setup, enter Messaging in the Quick Find box, and select Messaging Settings.
   3. Find your short-code channel in the list. Click the dropdown arrow next to your channel, and then click Edit.
   4. In the Automated Responses section, complete all opt-in, double opt-in, opt-out, help, and custom fields. For help completing these fields, see Customize Auto-Responses in Service Messaging Channels in Salesforce Help.
   5. Save your changes.

Your short code is now live and ready for use.