Messaging: Short Codes, Consent Management, and WhatsApp Messaging Channels
Expand your reach with short codes. Give your customers new ways to
opt into messages. Message with customers internationally using WhatsApp.
Reach More Customers More Quickly with Short Codes in the US
Use short code phone numbers to send recurring messages and one-time alerts to your US customers. When customers respond, they can have two-way conversations with support agents, just like they do with your other channels. Short codes have high throughput, which allows you to send one-to-many messages and high volumes of one-to-one messages.
Support Your Customers with WhatsApp (Generally Available)
Whether at home or abroad, customers can contact your support center on the world’s largest messaging app. Agents can have conversations with customers over WhatsApp, just like they do with incoming SMS text messages or Facebook Messages. Your business can also send templated notifications to customers, such as appointment updates or shipment notifications.
Stay in the Clear with Consent Management
Decide how your customers opt into receiving messages from your business. We expanded our consent options to include implicit opt-in, explicit opt-in, and double opt-in. Plus, you can create automated responses for your channel’s keywords.
Strike Up Conversations from More Record Types
Proactively update customers on the status of their cases by sending agent-initiated outbound messages. The Start Conversation button is now available on the Person Account, Case, Lead, and Opportunity record detail pages.
Say Arrivederci to Messaging Support for SMS in Italy
Because of changes in regulations and government availability of Italian long code numbers, we’re no longer able to support business-oriented, conversational SMS in Italy over long codes. Consider using other channels, like Facebook and WhatsApp, to connect with customers in Italy.