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SMS conversations route through . When the AI hands off an SMS thread, your rep picks it up as a live messaging thread in the Salesforce console and replies on the same number the customer texted.

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Pre-requisites

Connect and verify your SMS number first. No inbound SMS can reach OpenCX until the channel is live — start with Connect SMS and come back here.

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How conversations land in Salesforce

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Setting up

1

Confirm SMS is connected

Open Channels → SMS in the OpenCX dashboard. Your SMS number should be listed and active.
2

Confirm Live Messaging is connected

In Settings → Integrations, open Salesforce → MIAW. All six fields should be filled and saved.
3

Trigger a test handoff

Text your connected number and ask to speak to a human. The AI should hand off.
4

Verify in the Salesforce console

The conversation should appear as a messaging thread with the full AI transcript. Reply from Salesforce and confirm the response lands as an SMS on the customer’s phone.

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What the rep sees

  • A messaging thread in the Salesforce console routed through Omni-Channel.
  • Contact phone number in the conversation.
  • Full transcript of the AI-to-customer exchange.
  • OpencxSessionId routing attribute — the trace key to the full OpenCX session.
  • Replies deliver as SMS within a couple of seconds, carrier willing.

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Channel-specific details

US SMS numbers require or before they can reliably deliver outbound messages. Complete this on the OpenCX side — see SMS compliance. The Salesforce integration doesn’t change the requirement.
OpenCX matches contacts primarily on phone number. Email is used only when the customer has shared one on another channel first.
SMS messages are split into 160-character segments by carriers. Reps in the Salesforce console don’t see the split — the full reply is sent as one logical message and the customer sees it as one thread. Keep replies tight; carrier costs scale per segment.
Media sent by the customer (MMS) appears as attachments on the messaging thread when the carrier supports it. Outbound MMS support depends on your SMS provider’s capabilities.

AI SMS Support

The channel itself — connect, routing, compliance.

Live Messaging setup

JWT credentials, routing attributes, and connection.

Salesforce overview

What Salesforce lights up across every channel.

Troubleshooting

Replies not reaching SMS, routing issues.