Set Up an SMS Unified Messaging Channel

Create an SMS channel that supports both marketing and service interactions. To set up an SMS channel requires requesting the code to send your SMS messages, including any brands or campaigns used as part of your sends.

• Manage SMS Consent in Unified Messaging
  We manage consent to the SMS channel in Unified Messaging via communication subscriptions. Each SMS code is mapped to one or more communication subscriptions. When a recipient opts in to an SMS channel, they opt in to the communication subscriptions mapped to the SMS channel and code. If a recipient opts out of an SMS channel, they opt out of all communication subscriptions mapped to that SMS channel and code. Manage SMS consent and keywords for each connected number.
• Request a Brand for the United States or Canada Code
  You can request one brand per purchased 10-digit long code or short code. Processing your brand request can take up to 5 business days, depending on the time needed for the SMS ecosystem’s third-party vetting partner to provide approval.
• Vet Your SMS Brand in Unified Messaging
  Improve and maintain your sending reputation by validating your identity when you complete SMS channel setup. When you vet your brand, you can send moreSMS messages from newly approved long and short codes.
• Request a Campaign for a United States or Canada 10-Digit Long Code
  Before you can request a campaign, you must obtain a brand. You can request one campaign per purchased 10-digit long code. Although you can use up to 49 codes for a single campaign, we recommend using only one code per campaign. Processing your campaign request can take up to 10 business days, depending on the time needed for carriers and aggregators to provide approval.
• Request a Code for the United States or Canada
  You can request a 10-digit long code or short code for sending SMS messages in the United States. Processing your long code request can take up to 2 business days, while short code requests can take 10–12 weeks depending on how long it takes for carriers and aggregators to provide approval.
• Request an International One-way Sending Code
  Use an international one-way sending code to directly contact SMS recipients in several different countries at the same time. Follow these instructions to request a code for use in this sending activity. You can use the same code to send to many different countries, but each country has its own rules and limits. Make sure that each send follows these rules.
• Request a Location-Specific Sending Code
  Salesforce supports SMS messaging in many countries. After you review the rules and limits for each country that you're sending from and sending to, you can request a sender code.
• Messaging Considerations and Compliance
  To improve your chances of receiving approval for your brand, campaign, and code requests, follow these guidelines. Requests that don't meet these guidelines are likely to be rejected and could delay your marketing efforts.
• Activate Your SMS Code
  After your SMS code request is approved, your code appears in the SMS Codes section of Setup with an Inactive status. You must activate your SMS code to use it.
• Sample SMS Message and Related Information for Unified Messaging
  Use this information to create your opt-in, opt-out, and help messages for your SMS campaigns. All keywords are case-insensitive.
• SMS Engagement Data in Unified Messaging
  Unified Messaging captures SMS engagement data in a data model object (DMO) in Data 360. Every send or interaction with your SMS messaging activities generates this data. You can use these fields to segment audiences or populate reports on your messaging activities.
• Pause Traffic in a Unified SMS Channel
  To troubleshoot your channel configurations, pause your messaging traffic. You can pause all traffic to the channel, or just pause sent or received messages via Flow and access to bots and human agents.
• Activate and Deactivate SMS Channels
  You can activate or deactivate Short Message Service (SMS) channels in your sandbox and production orgs. However, the same SMS channel can't be activated in both orgs at the same time. SMS usage in the sandbox or production org will deduct from your SMS credits. Before activating the SMS code in a sandbox org, make sure that the code isn't being used in a production org.
• Set Up an SMS Conversation in Unified Messaging
  When you set up Conversational SMS, recipients can reply to your marketing and service messages. Then, you can route those replies to people or bots that can address them. To set up a conversation, enable settings and create a flow.
• Configure a Blockout Window for SMS and WhatsApp in Unified Messaging
  To increase the chances that your messages are well-received by your customers, set a blockout window for when not to send SMS and WhatsApp messages.