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            Considerations and Limitations for Messaging in the Salesforce Mobile App

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            Considerations and Limitations for Messaging in the Salesforce Mobile App

            Before starting your setup process, review the considerations and limitations for using the Salesforce mobile app when messaging customers.

            Required Editions

            Available in: Lightning Experience. View required editions.
            Checkmark icon indicating true This article applies to: Messaging for In-App, Messaging for Web, enhanced WhatsApp, enhanced Facebook Messenger, enhanced SMS, enhanced Apple Messages for Business, enhanced LINE, Bring Your Own Channel, and Bring Your Own Channel for CCaaS
            X This article doesn’t apply to: Standard WhatsApp, standard Facebook Messenger, and standard SMS channels
            • From mobile messaging, agents can: Send messages; transfer messages to other agents, bots or queues; send messaging components; send voice notes; and attach files.
            • From the mobile app, agents can’t: Conference; flag a supervisor; send quick text; and send emojis.
            • Enhanced Omni is required.
            • To use business-initiated outbound messaging, you’re not required to log into the Omni widget first.
            • For optimal performance, don't add additional components, beyond the Enhanced Conversation Component, to the mobile app agent console.
            • Omni presence statuses don’t work when you’re signed in to the Salesforce app and the desktop site with the same credentials at the same time. Agents must work from one or the other at a given time.
            • Drafts are not saved when you navigate away from an active messaging session. For example, if you draft a message, navigate back to omni inbox, and then return to the messaging session, then the draft is not persisted.
            • iOS won't render the .ogg WhatsApp voice message format inline in the conversation transcript. Instead, download and listen to the file on the desktop site.
             
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