Want to see short codes in action? Watch Watch Video Short Codes for Service (2 minutes)

To request the Short Code add-on SKUs, contact your Salesforce Account Executive or Sales Representative.

After you acquire the Short Code add-on SKUs, see Messaging Short Code Application Process for details on how to get your short code phone number acquired and approved.

1. The short code channel approval and provisioning process takes 10–16 weeks.
2. When your short code channel is approved, log in to Salesforce.
3. From Setup in Lightning Experience, enter Messaging in the Quick Find box, and select Messaging Settings.
4. In the Channels section, refresh your list of channels. A short code channel appears in the Messaging channels list view.
5. Click the dropdown arrow next to your short code Messaging channel, then click Edit.
6. Under Automated Responses, fill in the fields. Keep in mind that short code channels have specific compliance requirements. For considerations and examples, see Considerations for Short Codes. Here are the fields that are specific to short codes:
7. Opt-In Keywords: The keywords your customers can send to explicitly opt in to receiving messages. For example, YES, START, or Y.

• Opt-In Confirmation: The response sent to your customers when they opt in to receiving messages.
• Opt-Out Confirmation: The confirmation text sent to your customers when they opt out of receiving messages.
• Opt-In Prompt: The text sent to your customers to opt in to receiving messages.
• Require Double Opt-In: Requires customers to go through an extra opt-in step to receive messages from your business. If you use double opt-in, customers first send an opt-in keyword to your channel. Then, they’re asked to send a double opt-in keyword to receive further messages.
• Double Opt-In Keywords: The keywords your customers can send to doubly opt in to receiving messages.
• Double Opt-In Prompt: The text sent to your customers to doubly opt in to receiving messages.
• Help Keywords: The keywords your customers can send to request help during a conversation.
• Help Response: The response sent to your customers when they text a help keyword to your channel.
• Custom Keyword: The keywords your customers can send to receive a custom response. You could use custom keywords for company-specific information, or to comply with country-specific regulations.
• Custom Response: The response sent to your customers when they text a custom keyword to your channel.

IMPORTANT When you use short codes, your business is required to follow carrier compliance requirements, industry standards, and applicable law. The CTIA sometimes audits short code Messaging channels. For more information about short code requirements, see the CTIA Short Code Monitoring Handbook and Canadian Common Short Codes.

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Considerations for Short Codes

Short code Messaging can unlock new potential for your business, but with great power comes great responsibility. When you use short codes, your business is required to follow carrier compliance requirements, industry standards, and applicable laws.