I completely agree with Adam. Using Omni-Channel Routing Flows along with the Business Hours check is definitely the cleanest and most scalable approach for this.
One quick tip: Make sure you also consider time zones if your customers and support agents are in different regions. You can easily manage this within the Salesforce Business Hours settings.
Hope this helps you built a smooth automation!
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 👍
We're in the process of migrating a client from standard SMS channels to Enhanced. Their current process is from the Messaging User they click Start Conversation and it opens up the Messaging Session record for them to send messages. With the Enhanced Channels we had to replace the Start Conversation button with the Send A Message button which launches a pop up where they have to select a "Conversation" record and then click resume conversation (even if it's the first interaction with client). After clicking resume conversation, a SMS chat window pops up and they can message the client. Does anyone know if it's possible to build a custom Send a Message button through flow or automation that would automatically create the Coversation, etc and then go right to the Messaging Session. This is critical because the Messaging Session page layout holds the details of the case for the agent to message with the client. The pop ups for conversation and messaging or extra clicks and unnessecary.
- In enhanced channels there is an option to initiate conversation (It will be a messaging component) and you cann use that here.
Start conversation element
I have new long codes requested for messaging in Sales Cloud. I want to forward any calls made to this number to another number enabled in Call Tracking Metrics. Is it possible to forward calls made to these long code numbers to the phone numbers in Call Tracking Metrics?
Long codes in Salesforce Digital Engagement are mainly for SMS/MMS, not voice. To forward calls, you'd need to set that up with your telephony provider (Twilio, Vonage, etc.) before it even hits Salesforce. Check if Call Tracking Metrics can host the long code or handle call forwarding directly.
Hi @Cruz Isaias Cantu Barajas - There will be OOTB reports from SF itself through omni channel wallboard or standard reports in reports tab. You need SF access to view those.
