I agree that branded short links are a better choice for customer-facing SMS. They look more trustworthy and can help avoid confusion around unknown shortened URLs. The time-zone point is also easy to overlook when setting up Business Hours.
For SMS, if we are using Digital Engagement, we use the Send Conversation Message Flow action to send the SMS.
For Email, Salesforce provides Apex classes such as Messaging.SingleEmailMessage. Does Salesforce provide an Apex equivalent of the Send Conversation Message action
for sending SMS through Digital Engagement?
#Digital Engagement
Hello @Prasanna Achar
No, Salesforce does not provide a direct native Apex equivalent class (like Messaging.SingleEmailMessage) dedicated to sending Digital Engagement SMS messages.
Alternative Approaches to Trigger SMS from Apex: Call a Flow from Apex using Flow.Interview where the Flow utilizes the declarative Send Conversation Messages or Messaging Notification action.
According to the documantation, the best practice of sending outbound messages is by creating a flows. is there a way to send bulk messages to a selected list of users (bulk)?
we do have thier consent of communicating with them via whatsapp so we can create them as opted in messaging users
@Larry Hall @Kermit Del Rosario was surprised there is no out of the box functionality for bulk message sending. What I did > created a list view button on messaging user object, which launches screenflow, and allows the user to select a template, then sends outbound message. hope that helps
We're trying to send out unique links to each contact as a text message from flow action - something like
"Hi John Doe, Please fill out Survey by clicking the below link
{Contact Specific Unique Link}"
I don't see an option to send the combination of text message & a contact specific unique link embedded in the text message. Did anyone try to achieve this? Please let me know as this is blocking our text message initiative to be able to send text + Unique links. Thanks!
did you get a solution to your issue?
I have a similar requirment.
Hi everyone,
We are looking for guidance on integrating Facebook Messenger and Instagram Direct with Salesforce Digital Engagement.
Context
WhatsApp is working correctly in Digital Engagement, but Messenger and Instagram are not connecting at all.
What is happening
Questions
Thanks in advance for any insights or recommendations!
Yes, this issue can happen after switching to the New Page Experience, as Messenger API permissions may reset. Instead of creating a new Page, re-authorizing the Meta app and reconnecting integrations usually works. For managing Messenger and Instagram with Salesforce, many teams prefer third-party solutions like 360 SMS App for a smoother, centralized messaging integration.
Has anyone looked into or already setup SMS in Amazon Connect? It looks a bit arduous based on this documentation from AWS: https://docs.aws.amazon.com/connect/latest/adminguide/setup-sms-messaging.html.
Reason I'm asking, we have a use case where we'd want the phone numbers we claim in Amazon Connect that are used for Service Cloud Voice to also be used for SMS, so dual-functionality essentially (Voice & SMS). If we didn't set up SMS via AWS, could we designate the Amazon claimed Voice phone numbers to an Enhanced Messaging channel in Salesforce to use their SMS capabilities?
I feel there are likely a lot of no no's to the latter approach, mainly being the integration piece and phone call disruption based on the number also being texted into by other customers. Anybody out there run into documentation or a personal use case they've explored more into this? Looking for any answers that may lead us down the next best path.
TIA!
Digital engagement can use number provisioned by AWS. Submit a case with Salesforce to provision them in your org. There are a number of registration steps to take as well when using these numbers..
Integration wise once the number is provisioned, Service Cloud Voice and Digital Engagement can support the number without conflicts.
Hi All,
We wish to find how many digital engagement licenses we have in our org which we just purchased.
We know of Company Information page but could find anything with "Digital" keyword on that page.
Is it (Digital Engagement License) named something else in org.
It would be great if you can provide the steps to know this.
Thanks
Found the answer @CHANDRA KANT BAGHEL
App Launcher / Digital Wallet / Licence Utilization
Note: This app is only available on production environments.
My client has a legal and HR requirement to bypass displaying the SMS user's first and last name upon sending the initial SMS message. How can this be done? We have searched for that and done some prototyping and it seems that the message is locked down
@Shawn Jensen with the Spring '26 release you can switch it from User Name to Company Name: https://help.salesforce.com/s/articleView?id=release-notes.rn_business_initiated_privacy.htm&release=260&type=5
Hello there, I have read this and most of the other articles published in help space, but nowhere it is mentioned that events are not supported in v2. Referring to these events:
https://developer.salesforce.com/docs/service/messaging-web/guide/event-listeners.html
The only events I am receiving are onEmbeddedMessagingReady, onEmbeddedMessagingWindowMaximized and onEmbeddedMessagingWindowMinimized. I want onEmbeddedMessagingButtonCreated event so that I could fire the launchchat function. Referring to
Launch Chat | APIs | Enhanced Web Chat | Salesforce DevelopersHello everyone,
I’m currently working with Digital Engagement SMS and wanted to confirm my understanding.
Based on my research, Salesforce does not provide any standard out-of-the-box functionality to send bulk SMS to a list of Contacts (similar to the Send List Email option available from a Contact list view). The available SMS functionality appears to be primarily designed for one-to-one or triggered messaging.
I’m aware that there are third-party SMS solutions available on AppExchange, but for this use case, I’m specifically looking to understand the native Salesforce capabilities only.
Could someone please confirm if my understanding is correct?
If bulk SMS isn’t supported natively, I’m planning to explore a custom solution using Flow or Apex to meet this requirement. Thanks.
Yes, your understanding is correct.
Digital Engagement SMS doesn’t support bulk SMS from a Contact list view out of the box - it’s mainly built for 1:1 or trigger-based messaging.
For true bulk or campaign-style SMS, Salesforce provides that capability through Marketing Cloud (MobileConnect)
.
If you want to stay within Digital Engagement, a custom Flow or Apex solution would be required, keeping consent and limits in mind.
Hope this helps 👍
