Using SMS/MMS

Messaging lets you reach prospects and customers in real time while conversations stay logged in Salesforce.

Ways to send a message

You can start an SMS thread from several places:

• From Recents — Open a recent phone call and choose Message to follow up.
• From Favorites — Open a favorited contact and select a phone number to message.
• From Contacts — Search for a Lead, Contact, Account, or user, open the record, and select a phone number to message.
• From the Chats tab — Tap New Message, then search by name or enter a phone number to start a thread.
• From an existing conversation — Open a thread and compose a new message to continue.

Compose and send a message

Messages send from your assigned SMS number. Conversations sync and log automatically.

When composing a message, you can also:

• Attachments — Add photos or videos from your photo library, or documents such as PDFs and other supported files.
• Templates — Insert SMS templates configured in the Admin Console to standardize messaging and save time.

Manage conversations

In the SMS area of the app, you see threads with inbound and outbound messages, unread indicators, and recent activity, with updates as messages are delivered and received.

Messaging compliance

Before a message sends, the app may check opt-out status and number validation. If a contact opted out or the number cannot receive SMS, sending may be blocked or you may need to confirm.