Set Up LiveMessage with a Guided Setup Flow

Give your customers a convenient way to communicate by adding SMS text messaging and Facebook Messenger to your support channels. Use the LiveMessage guided setup flow to get started. You can choose which channels to add and whether to set up Omni-Channel to route incoming messages to your support team.

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 System Administrator profile can run this setup flow. To run the flow, the org must have the Service Desk and LiveMessage permissions. There must be available LiveMessage permission set licenses and Service Cloud User licenses in order to assign users to a queue if one is created during the flow.

How: From a Lightning Experience app, click the gear icon, and select Service Setup. If you don’t see the LiveMessage setup flow tile in Recommended Setup, click View All. Select LiveMessage Setup.

Alternatively, go to Setup, enter LiveMessage in the Quick Find box, and select LiveMessage Settings. Click New Channel to open the guided setup flow and set up your channel. The LiveMessage setup flow start screen.

When you set up SMS, we provide the steps for sending Salesforce a letter of authorization that allows LiveMessage to send messages from your phone number. After your phone number is enabled, complete the setup in the LiveMessage Setup page. The SMS confirmation screen in the LiveMessage setup flow.

When you set up Facebook Messenger, you can optionally create an Omni-Channel queue for your incoming messages. Run the flow multiple times to enable all your company’s Facebook pages with LiveMessage. The Omni-Channel selection screen in the LiveMessage setup flow.

Set Up LiveMessage with a Guided Setup Flow

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