Set Up SMS Messaging for Sales

SMS Messaging for Sales builds upon Salesforce Digital Engagement, Omni Channel and Salesforce Voice for Sales. If Sales Engagement is also enabled, your sales team can also use SMS messages in cadences.

Turning on SMS Messaging includes these primary steps.

1. Set up Digital Engagement. This Service feature lets provides the foundation for digital communication, including SMS, WhatApp, and other channels.
2. Set up Omni Channel. This enables routing incoming messages directly to the correct sales rep phone number.
3. Create an SMS Channel for Each Rep in Digital Engagement. This allows direct 1:1 messaging between customers and sales reps.
4. Enable SMS messages in the Activity Composer. This lets sales users start conversations from the composer.
5. Optional: Set up Salesforce Voice. Do this if you want sales reps to use the same phone number for both voice and SMS messaging.

• Set Up Digital Engagement for SMS
  SMS Messaging for Sales requires that Salesforce Digital Engagement is turned on.
• Set Up Omni-Channel for SMS
  SMS Messaging for Sales relies on Salesforce Omni Channel to route incoming messages to the right sales rep. Set up Omni Channel to route messages directly to and from reps.
• Create an SMS Channel for Each Rep in Digital Engagement
  When you have set up Digital Engagement, you can create SMS channels for each sales rep who will be sending SMS messages. Each channel corresponds to an individual sales rep’s phone number.
• Enable SMS in the Activity Composer
  To let sales reps start sending SMS messages, add the SMS button to the Activity Composer on record detail pages.
• Set up Salesforce Voice for Sales
  To let each sales rep have their own phone number for both voice calls and SMS messages, set up Salesforce Voice for Sales. This step is optional when setting up SMS Messaging for Sales.