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            Create SMS Short Code Channels for Service

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            Create SMS Short Code Channels for Service

            Use short code phone numbers to send recurring messages and one-time alerts to your US and Canadian customers. When customers respond, they can have two-way conversations with service reps. Short codes have high throughput, which means you can send high volumes of one-to-one messages.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Standard and Enhanced SMS channels
            X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
            User Permissions Needed
            To set up Messaging: Configure Messaging
            To view SMS channels: View Setup and Configuration
            To create SMS channels:

            System Administrator AND Configure Messaging

            OR

            Configure Messaging AND Customize Application AND Manage Auth. Providers AND View Setup and Configuration AND Modify All Data
            Important
            Important Standard SMS channels were retired on February 14, 2026. To avoid service interruptions, upgrade your standard SMS channels to enhanced channels now. Enhanced SMS offers many of the standard SMS features you love plus session transfers and AI agent support. See Upgrading from Standard to Enhanced Messaging.

            Want to see short codes in action? Watch our video.

            Note
            Note If you have the Agentforce Contact Center Digital add-on, you must purchase message credits to create a short code SMS channel. During channel creation, we'll let you know if they're missing. Message credits determine the quantity and nature of messages that your business can send, and allow you to access the full SMS feature set. They appear in Digital Wallet under the Salesforce Message Credits - SMS card.

            Setting up a standard or enhanced short code SMS channel involves a multi-step application process. Approving and provisioning a short code can take 10–16 weeks. Here’s what to expect from the setup process:

            Graphic showing 6 steps of short code setup process

            To get started, go to Service-Digital Engagement Messaging: Short Code Application Process.

            • Considerations for Short Codes
              When you use short codes, your business is required to follow carrier compliance requirements, industry standards, and applicable laws. Short codes are only supported in the US and Canada. 
             
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