Inactive Unified Messaging Channels and Deprovisioning

Your Unified Messaging channel becomes inactive if your Salesforce Message Credits contract for that channel expires, you cancel your Salesforce contract, your contract no longer includes Data 360, or you inactivate your Data 360 instance. When your channel is inactive, you can still review the configuration and tracking information, but all send activities cease immediately. To reactivate your channel, contact your Salesforce account executive.

After an account is inactive for 30 days due to an expired Salesforce Message Credits contract or 120 days because of an expired Salesforce or Data 360 contract, the channel is deprovisioned. The channel data is queued for deletion, but your engagement data and billing and usage information remain as long as you maintain an active Data 360 contract. All channel services (such as DKIM key retirement for email) are fully deprovisioned at this time.

If not renewed, SMS codes also become inactive but remain under Salesforce management for 30 days. After 30 days, all customer data (including operational and setup data and any applicable keywords) is queued for deletion, and Salesforce stops maintaining the SMS code.

If your Data 360 instance is deleted, Unified Messaging no longer works. Creating a new Data 360 tenant will not automatically restore Unified Messaging. To create the Data 360 tenant and restore Unified Messaging, contact Salesforce Customer Support.