> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# AI SMS Support in Salesforce

> Route inbound SMS conversations from OpenCX into the Salesforce console as live messaging threads.

SMS conversations route through <Tooltip tip="Salesforce's real-time messaging layer. Conversations appear in the console as live chats routed through Omni-Channel.">Messaging for In-App and Web</Tooltip>. 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.

## Pre-requisites

<Warning>
  **Connect and verify your SMS number first.** No inbound SMS can reach OpenCX until the channel is live — start with [Connect SMS](/sms/connect-sms) and come back here.
</Warning>

* **SMS number connected and verified** — see [Connect SMS](/sms/connect-sms) and, for US numbers, [SMS compliance](/sms/compliance).
* **Salesforce Live Messaging credentials saved** — see [Live Messaging setup](/integrations/salesforce/live-messaging).

## How conversations land in Salesforce

```mermaid theme={"dark"}
flowchart LR
  A[Customer texts your SMS number] --> B[AI replies via SMS]
  B --> C{AI can resolve?}
  C -- Yes --> D[Conversation closes]
  C -- No --> E[Handoff via Live Messaging]
  E --> F[Messaging thread in Salesforce]
  F --> G[Rep replies — lands as SMS]
```

## Setting up

<Steps>
  <Step title="Confirm SMS is connected">
    Open [**Channels → SMS**](https://platform.open.cx/channels/sms) in the OpenCX dashboard. Your SMS number should be listed and active.
  </Step>

  <Step title="Confirm Live Messaging is connected">
    In [**Settings → Integrations**](https://platform.open.cx/settings/integrations), open **Salesforce → MIAW**. All six fields should be filled and saved.
  </Step>

  <Step title="Trigger a test handoff">
    Text your connected number and ask to speak to a human. The AI should hand off.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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.

## Channel-specific details

<AccordionGroup>
  <Accordion title="US number compliance" icon="flag">
    US SMS numbers require <Tooltip tip="10-Digit Long Code — a US carrier requirement for business messaging. Registering your number and campaigns reduces carrier filtering.">10DLC registration</Tooltip> or <Tooltip tip="A carrier-required verification process for US toll-free numbers used for business messaging.">toll-free verification</Tooltip> before they can reliably deliver outbound messages. Complete this on the OpenCX side — see [SMS compliance](/sms/compliance). The Salesforce integration doesn't change the requirement.
  </Accordion>

  <Accordion title="Contact matching by phone number" icon="phone">
    OpenCX matches contacts primarily on phone number. Email is used only when the customer has shared one on another channel first.
  </Accordion>

  <Accordion title="Message length and segmentation" icon="ruler">
    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.
  </Accordion>

  <Accordion title="MMS" icon="image">
    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.
  </Accordion>
</AccordionGroup>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="AI SMS Support" icon="comment-sms" href="/sms/introduction">
    The channel itself — connect, routing, compliance.
  </Card>

  <Card title="Live Messaging setup" icon="plug" href="/integrations/salesforce/live-messaging">
    JWT credentials, routing attributes, and connection.
  </Card>

  <Card title="Salesforce overview" icon="cloud" href="/integrations/salesforce/overview">
    What Salesforce lights up across every channel.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/integrations/salesforce/troubleshooting">
    Replies not reaching SMS, routing issues.
  </Card>
</CardGroup>