Businesses today need to reach customers where they are. Email inboxes get cluttered, phone calls go unanswered, but text messages have a 98% open rate. So, can Salesforce send text messages? The short answer is yes. The longer answer reveals multiple pathways to enable text messaging within your Salesforce environment, each with different capabilities, limitations, and use cases.
This guide breaks down everything you need to know about Salesforce text message functionality, from native options to third-party applications that extend your CRM’s messaging capabilities.
Salesforce doesn’t include built-in text messaging as a standard feature across all editions. Instead, the platform offers several approaches to enable SMS communication with your customers, leads, and contacts.
The most common methods include:
Each option comes with distinct advantages and trade-offs. Your choice depends on factors like message volume, budget, technical resources, and specific business requirements.
Digital Engagement allows your service and support teams to connect with customers on platforms like WhatsApp, SMS, and Facebook Messenger without leaving Salesforce. This Service Cloud add-on provides a centralised way to manage customer conversations across multiple channels.
To use Digital Engagement text messaging, you need to ensure that your Omni-Channel is enabled. The setup process involves configuring messaging channels through Salesforce Setup and waiting for channel activation confirmation via email.
Once configured, customer messages flow directly into Salesforce, where they’re routed to the appropriate team members. Service agents can respond to texts within the Service Console, maintaining full conversation history alongside other customer data.
You can only receive up to 25 SMS or WhatsApp messages per user per month, and your team can send up to 1,000 messages per month for the entire organisation. These restrictions make Digital Engagement suitable for smaller service teams but potentially limiting for high-volume messaging operations.
Users can send unlimited messages within a single conversation lasting less than 24 hours, but you’re limited to only 25 conversations each month. Exceeding these limits requires additional payment, which can become expensive for growing businesses.
For organisations focused on marketing campaigns and bulk messaging, Marketing Cloud Engagement offers MobileConnect as the SMS solution. This tool enables marketers to send promotional texts, appointment reminders, and other marketing messages to segmented audiences.
The Salesforce text messaging pricing from Marketing Cloud is extremely high, as it takes 40 SMS credits to send one message. This pricing structure makes Marketing Cloud Engagement better suited for organisations already invested in the Marketing Cloud ecosystem rather than those solely seeking SMS capabilities.
MobileConnect supports personalised messaging based on customer data, automated campaigns triggered by customer behaviour, and detailed analytics on message performance. For businesses running sophisticated marketing automation workflows, this integration provides powerful capabilities despite the higher cost structure.
The Salesforce AppExchange hosts numerous SMS applications that integrate directly with your CRM. These solutions often provide more flexibility and better pricing than native Salesforce options.
Some SMS integrations offer 11 pre-integrated communication channels, including SMS, MMS, WhatsApp, Facebook Messenger, and others, with no-code and standard Salesforce automation capabilities. This multi-channel approach allows teams to manage various communication methods from a single interface.
The best SMS services allow you to manage conversations at scale with a single-window console and perform most messaging operations from one screen. This centralisation saves time and reduces the complexity of switching between multiple tools.
When evaluating third-party Salesforce SMS applications, consider these features:
Organisations with development resources can build custom SMS integrations using APIs from providers like Twilio, Vonage, or Plivo. This approach offers maximum customisation but requires ongoing technical maintenance.
API solutions require developer maintenance and customisation at every step and can’t be used easily by non-technical staff. The initial development cost and ongoing maintenance make this option viable primarily for large enterprises with specific requirements that off-the-shelf solutions can’t meet.
Custom integrations allow complete control over the user experience, data flow, and feature set. You can build exactly what your business needs, but you also assume responsibility for maintaining the code, managing API credentials, and troubleshooting issues.
Selecting the best approach for your organisation depends on several factors:
Once you’ve selected your Salesforce text message solution, follow these practices for successful implementation:
Implementing SMS capabilities within Salesforce can feel overwhelming, especially if you’re evaluating multiple solutions and considering your broader CRM strategy. This is where working with a certified Salesforce consultant becomes valuable.
Sailwayz specialises in helping organisations design and implement Salesforce solutions tailored to their specific needs. With expertise across Sales Cloud, Service Cloud, and Marketing Cloud, the team at Sailwayz can assess your messaging requirements and recommend the most appropriate solution for your business.
Whether you need help configuring Digital Engagement, selecting the right AppExchange application, or building custom integrations, partnering with experienced consultants ensures you avoid common pitfalls and maximise your investment.
Recent updates have expanded SMS and WhatsApp messaging capabilities, supporting Salesforce Flows and Agentforce Actions whilst enhancing RCS to receive messages, send, and reply. These improvements signal Salesforce’s commitment to strengthening native messaging functionality.
As customer preferences continue shifting towards text-based communication, expect Salesforce to introduce additional messaging channels and enhanced automation capabilities. Organisations that establish strong SMS foundations today will be well-positioned to adapt as these features evolve.
Yes, Salesforce can send text messages through multiple pathways. Whether you choose Digital Engagement, Marketing Cloud, third-party applications, or custom APIs depends on your specific circumstances.
The key is matching your solution to your needs. Small service teams might thrive with Digital Engagement, whilst high-volume marketing operations require more scalable options. Don’t let the variety of choices paralyse you. Start with a clear understanding of your messaging goals, evaluate your options against those goals, and choose the solution that best fits your budget and technical capabilities.
If you’re ready to add SMS capabilities to your Salesforce instance but need guidance on the best approach, Sailwayz can help. Our certified consultants bring decades of combined experience implementing Salesforce solutions that drive real business results. We’ll assess your current setup, understand your messaging goals, and implement a solution that works for your team.
Visit Sailwayz to learn more about our Salesforce consulting services and discover how we can help you transform customer communication through strategic CRM implementation.
Q.Can I send text messages directly from Salesforce without additional software?
Yes, you can send messages through Digital Engagement, a Service Cloud add-on that enables SMS without third-party applications. This native option supports basic text messaging but comes with volume limitations of 1,000 messages per organisation monthly. For higher volumes or advanced features, you’ll need AppExchange applications or custom integrations.
Q.How much does it cost to send SMS messages through Salesforce?
Costs vary significantly by solution. Digital Engagement requires a Service Cloud licence plus the add-on fee. Marketing Cloud charges 40 credits per message. AppExchange applications typically charge per message or offer monthly subscriptions based on volume. Compare total costs including licences, message fees, and setup expenses when evaluating options.
Q.Do customers see my Salesforce messages as coming from a real phone number?
Yes, most SMS solutions assign dedicated phone numbers or short codes for sending messages. Customers receive texts from these numbers and can reply directly. Some solutions support local number provisioning to match your business location, whilst others use toll-free numbers or shared short codes depending on your needs.
Q.Can I automate text messages based on Salesforce data and workflows?
Absolutely. Most modern Salesforce SMS solutions integrate with Process Builder, Flow, and Apex triggers. You can automatically send messages when records meet certain criteria, such as appointment reminders when the date approaches or follow-ups when opportunities reach specific stages. Automation capabilities vary by solution, so verify this feature when evaluating options.
Q.Is sending SMS from Salesforce compliant with data protection regulations?
Compliance depends on how you implement and use SMS features. You must obtain explicit consent before sending marketing messages, maintain opt-in records, and provide easy opt-out methods. Choose solutions that support compliance features like opt-in management, message logging, and data security. Always consult legal counsel about regulations applicable to your region and industry.
Joshua Eze is the Founder & Salesforce Architect at Sailwayz, a certified Salesforce Consulting Partner based in the UK. With over 6 years of experience leading CRM transformations, he is a certified Application & System Architect passionate about using technology to simplify business processes. Joshua helps companies unlock the full potential of Salesforce with strategic, scalable, and secure solutions.
