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Which Talkdesk features support SMS?

Our SMS implementation supports the manual sending and receipt of SMS messages through Talkdesk for Salesforce, CSAT and Talkdesk Omnichannel. It also provides structured records of each SMS that come in and go out, which can be leveraged for reporting purposes. We do not support the automated sending and receipt of SMS messages for notification or marketing purposes.


What are the requirements to use Talkdesk SMS?

  • While we can send outbound SMS messages, please ensure that you are in compliance with all relevant laws when doing so. For more information please see our SMS Legal Obligations.
  • Please note that only mobile phone numbers can receive SMS messages. 
  • Other requirements are also applicable, depending on the service that you are using:

Talkdesk for Salesforce: To use SMS with Salesforce, you must have the app Talkdesk for Salesforce installed to your Salesforce environment and the features correctly enabled. In the Salesforce SMS Component, SMS can be used with Cases and Contacts. In Smart SMS, it can be used with Cases, Contacts and Leads.

CSAT: The CSAT-related messages will always be sent from a separate and unique US Talkdesk-owned phone number. For more details, please see the article on Sentiment Settings.

Talkdesk Omnichannel: You need to have at least one SMS channel fully configured.


Which countries are supported and what is the price?

We support several countries in both inbound and outbound SMS depending on the service being used.

You can confirm the pricing for each country in the document available for download below. In case the country is not available, we apply the default pricing (indicated by “Other” in the Country Code).

SMS messages are charged on the basis of each message sent by our carriers which means that messages sent or received that are more than 160 characters must be split into multiple messages and may therefore incur multiple charges.

Note: Starting on May 13th, 2020, the SMS rate card applicable to the account will become available on the Billing tab, under "Usage Pricing". For this reason, the accompanying SMS price list will be removed from this article in the following days.


Does Talkdesk support outbound MMS?

Not currently.


Attachment for download:

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