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Digital Engagement SMS Messaging Reference

Publiseringsdato: Sep 20, 2024
Beskrivelse

Digital Engagement Messaging Guidelines  

Service Cloud Digital Engagement allows every company to have one-to-one conversations with customers, opening up powerful new channels for businesses to connect effectively and deepen the engagement with customers.  Today’s customer is the ultra-connected, on the go mobile customer, wanting to communicate with businesses as they would with family and friends. Salesforce meets the demands of today’s customers, by delivering personalized, instant and ultrafast services through the customer’s channel of choice.   

For SMS, we understand the power messaging can bring to your business, and we also understand that it can be complex.  There are terms and acronyms like opt-in, opt-out, P2P and A2P, and governing rules, regulations and bodies like TCPA, CTIA and CWTA that may seem overwhelming at times. The purpose of messaging industry rules are the same or similar to email and phone communications, meant to ensure that messaging is received only by individuals that want to receive messages.  We understand that this is also the goal of your business, and messaging with individuals who want to receive them can be a powerful and effective way for your business to communicate.

With this understanding in mind, we have put together this reference article that will share concepts, definitions, insights and information on usage guidelines for your business as you look to launch the Messaging channel (non-OTT) included in our Digital Engagement offering.  Note that certain message types may not be supported by Messaging. Please refer to the product’s technical documentation for details. 

1

Short Message Services (SMS) 

A text-based conversation exchange between two parties.

4

Short-Code Number 

A country specific 4-8 digit phone number used for messaging between one person/application and lots of people at once.  Number of digits used is determined by country of origin.

2

Multimedia Message Services (MMS) 

A picture-based conversation exchange between two parties (only available in the United States).

5

Person to Person (P2P) 

Conversations exchanged between two subscribers; usually takes place via a long code phone number.

3

Long-Code Number 

A typical phone number (e.g. mobile, landline or toll-free).

6

Application to Person (A2P) 

Conversations exchanged from an application (must be done via short code or 800/toll-free number where applicable) to mobile subscribers.

 

Reference Articles

General Concepts and Definitions

P2P (Person-to-Person)

A2P (Application-to-Person)

Sender ID

Number Types (Long Codes, Short Codes, Toll-Free)

Additional Key Concepts (SMS / MMS, Message Content and Size, Concatenated Messages, Delivery Reporting (DLR), GSM-7, Unsolicited SMS, Unicode Characters, Mobile Country Code (MCC), International Dial-In Codes)

What is Carrier Filtering?

How are Messages Filtered?

Protection against Filtering (Best Practices, Allowed Lists and/or Unblocking Messages)

Selecting the Messaging Number Type and Deliverability Factors

Number Type Availability by Use Cases (Use Case Classifications: Inbound Initiated, Outbound Initiated, Automated Outbound, Campaigns)
Number Type Cross Reference (Message Delivery Quality: Number Validity, Carrier Filtering, Routing Factors)
Deliverability Factor

Messaging Consent

Calls to Action

Opt-In (What is a single opt-in, double opt-in or hybrid "soft double" opt-in)

Opt-out

Messaging Regulations by Country

 

 

Any data or reference (“data”) contained herein does not constitute or convey legal advice and should not be used as a substitute for obtaining legal advice from qualified counsel.  Use of and access to this data does not create an attorney-client relationship.

 

Flere ressurser

You can also see: Bulk Send a Message from a List View

Knowledge-artikkelnummer

000380703

 
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