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Keep Customers in the Know with Automatic Text Message Notifications

Use LiveMessage to automatically send SMS text message notifications to customers based on certain events. Personalize the message by inserting merge fields to fill in variables such as the customer’s name or the case status. You can also use Process Builder to define a process that sends the message when certain criteria are met. For example, you can create a process that texts the customer when the status field on the customer’s case changes.

Where: LiveMessage in Lightning Experience is available in Enterprise, Performance, Unlimited, and Developer editions with the Service Cloud. This feature is available in orgs with access to LiveMessage through a Digital Engagement add-on.

Who: Users with the Configure LiveMessage and View Setup and Configuration permissions can write predefined text messages. Users with the Manage Flow and View All Data permissions can use Process Builder to create processes that send messages when criteria is met.

How: To write a predefined text message, go to Setup, enter LiveMessage in the Quick Find box, and select Messaging Templates. Click New, and write your message.
Edit message notification template screen

Next, go to Process Builder and create a process that sends the message when a particular event occurs, such as a change to a Salesforce record. From Setup, enter Process Builder in the Quick Find box, and select Process Builder. Click New, and create your process.