LiveMessage User Guide 
 

Salesforce, Spring ‘18 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

@salesforcedocs 
Last updated: April 4, 2018 

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© Copyright 2000–2018 salesforce.com, inc. All rights reserved. Salesforce is a registered trademark of 
salesforce.com, inc., as are other names and marks. Other marks appearing herein may be trademarks of 
their respective owners. 

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CONTENTS 
 

Audience 5 

Resources 5 

Glossary 5 

LIVEMESSAGE FOR AGENTS 7 

Getting Started with LiveMessage 7 

Open the LiveMessage App 7 
Set Your LiveMessage Status to Receive Message Notifications 7 
Enable Web Browser Notifications for Inbound Messages 8 
View the LiveMessage Notification Bar 9 
LiveMessage Agent Message Queue 9 
Expand or Collapse the Agent Message Queue 10 
Preview Messages in the Agent Message Queue 10 
Resize the Message Session Pane in Your Browser 10 

Correspond with Customers in LiveMessage 11 

Accept a LiveMessage Session 11 
Respond to a Message 12 
Insert Quick Text into a Message 13 
Send an Image in a Message 13 
Request an Image in a Message 14 
Link a LiveMessage Session to an Account, Contact, Case, Lead, or Opportunity 15 
View Details About the Text Recipient 16 
End a LiveMessage Session 17 
View Past LiveMessage Sessions and Salesforce Records 17 
Send an SMS Text Message or a Facebook Messenger Message from a Salesforce Record 17 

LIVEMESSAGE FOR MANAGERS 19 

Access the LiveMessage Admin App 19 
Assign Agents to Phone Numbers 19 

Configure How Related Salesforce Records Are Displayed to Agents 20 

Configure the LiveMessage Console for Agents 21 

Automatically Link Salesforce Records to Text Sessions 21 
Open New Salesforce Records as Subtabs 22 
Specify Alert Time 22 
Include Country Codes in Auto-Populated Phone Numbers 22 

Set LiveMessage Transcript Options 22 

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Reporting 23 
View LiveMessage Reports 23 
View the Live Message Dashboard 24 

   

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Audience 
The LiveMessage User Guide is intended for Salesforce support agents, support managers, and system 
administrators who are using LiveMessage. 

The LiveMessage for Agents section explains how to use LiveMessage to respond to customer inquiries.  

The LiveMessage for Managers section explains how to customize LiveMessage for your agents and how 
to view reports on LiveMessage activity. 

Resources 
For more information about LiveMessage and to access LiveMessage product documentation, see 
https://sfdc.co/LMDocs​. 

Glossary 
The following terms are used throughout the LiveMessage User Guide and within the LiveMessage app. 

Term  Definition 

Short Message Service (SMS)  A text message exchange between two parties.  

Multimedia Message Services (MMS)  A picture message exchange that is available only in the 
United States. MMS isn’t available for short code 
numbers, campaign messaging, toll-free messaging, 
automated messaging, and international messaging.  
 
See the knowledge article for more information about 
supported file types and file sizes: 
https://help.salesforce.com/articleView?id=LiveMessage-
P2P-MMS-Limitations&language=en_US&type=1

Long-Code Number  A typical phone number for your country. For example, in 
the United States, a typical longcode phone number is +1 
(123) 555-1234.  

Short-Code Number  A 5-digit or 6-digit phone number that is used for 

messaging between one person or application and many 

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people at the same time.  

 
You can send messages only within the country in which 
the short-code number originates. For example, if you 
have a US short-code number, then you can only use it 
to message people in the US.  
 
Short-code numbers are only supported on SMS. 

Person to Person (P2P)  Messages that are exchanged between two mobile 
subscribers. The messages typically are sent using a 
long-code number.  

Application to Person (A2P)  Messages that are exchanged between an application 

and mobile subscribers. The messages are typically sent 
using an 800-number or toll-free number or a short-code 
number. 

Over-the-Top Messaging (OTT)  Instant messaging service that is provided by a 

third-party, such as Facebook Messenger. 
 
See the knowledge article for more information about 
supported file types and file size:. 
https://help.salesforce.com/articleView?id=LiveMessage-
P2P-MMS-Limitations&language=en_US&type=1 
 

US/Canada Domestic Messaging (non-OTT  Messages that are sent from a text-message-enabled 
messaging)  800-number or toll-free number or business.  
 
Messages only can be sent: 
● US phone number to a US phone number 
● Canadian phone number to a Canadian phone 
number 
● +1 country code to +1 country code 

International Messaging (non-OTT  Messages that are sent outside the US and Canada 
messaging)  require a new mobile number that is provisioned for the 
specific country. 
 
Only in-country messaging is supported. For example, a 
German phone number can message only another 
German phone number. The German number can’t be 
used to message, say, French phone number.  

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LIVEMESSAGE FOR AGENTS 

Getting Started with LiveMessage 
Get familiar with the LiveMessage home screen and customize it to your needs.  

Open the LiveMessage App 

Access the LiveMessage console via the Force.com app menu in the top right corner of your browser. 

1. Log in to Salesforce. 
2. Open the Force.com app menu, and select LiveMessage. The LiveMessage home page opens. 

 
 

Tip: ​If you don’t see LiveMessage in the app menu, ask your systems administrator to give you 
 
access. 

Set Your LiveMessage Status to Receive Message Notifications 

An agent’s LiveMessage status indicates whether the agent is available to receive and respond to 
messages. To receive messages, agents must set their LiveMessage status to ​Available​. When agents are 
off duty, they can set their status to ​Offline​. 

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1. In the LiveMessage notification bar, select ​Available​ from the status menu. 

Enable Web Browser Notifications for Inbound Messages 

Web browser notifications display alerts that are shown outside of the browser when an agent receives 
messages.  

Browser notification are supported only on the following browsers: 

● Internet Explorer 9+ when using Windows 7 or later. Notifications are visible only when the Pinned 
site window is running. When the Pinned site window is closed, the icon isn’t available on the 
taskbar button. The taskbar buttons must use their default large icon mode. Small taskbar icons 
don’t support icon overlays. 
● Mozilla Firefox (latest version) 
● Google Chrome (latest version) 
 

1. In the LiveMessage notification bar, select ​Enable Notifications​.  

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View the LiveMessage Notification Bar 

The LiveMessage notification bar is displayed in the lower right corner of the LiveMessage home screen. It 
shows an alert when you have a new message. 

LiveMessage Agent Message Queue 

The Agent Message Queue shows incoming text messages and Facebook Messenger messages. Agents 
can hover over the message to see a preview of the message. 

Text messages in the queue show the sending phone number (the number that the message was sent 
from), the receiving phone number (the number that the message was sent to), and how long the message 
has been in the queue. 

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Facebook Messenger messages in the queue show the first and last name of the Facebook user who sent 
the message, the name of the Facebook page that the message was sent to, and how long the message 
has been in the queue. 

Expand or Collapse the Agent Message Queue 

Click the notification bar to expand or collapse the LiveMessage Agent Message Queue. 

Preview Messages in the Agent Message Queue 

Agents can hover over the message to see a preview of the message. 
 

Resize the Message Session Pane in Your Browser 

After accepting a message, agents can resize the text session pane to make it bigger or smaller by 
selecting and dragging the divider. Double click the divider to close the LiveMessage session pane. 
Double click the leftmost border to reopen the LiveMessage session pane.  

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Correspond with Customers in LiveMessage 
After agents are familiarized with the LiveMessage home screen, they’re ready to use LiveMessage to send 
and receive messages from customers and to resolve customer issues.  

Accept a LiveMessage Session 

Agents can click ​Accept​ to start a LiveMessage session. Agents can participate in multiple LiveMessage 
sessions at the same time.  

Nested tabs might open depending on the configuration of the receiving phone number and channel. The 
agent can select the respective tab to create an account, contact, case, lead, or opportunity. 

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Note:​ ​When an agent creates a Salesforce record such as an account, contact, case, lead, or 
 
opportunity during a LiveMessage session, the LiveMessage session is linked to the record. See 
also ​Link to a Case, Contact, Lead, or Opportunity​.  

Respond to a Message 
Agents can read and respond to messages in an active LiveMessage session. To respond to a message, 
click the text input field in the session, write your response, and click ​Send​.  

Sent messages are shown in the message pane along with the agent’s name. The agent’s name appears in 
blue. The recipient’s phone number (or name, if available) appears in green. 

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As the agent writes his or her response, the character counter shows the number of characters in the 
response. Text messages are limited to a maximum of 160 characters, due to the telecommunications 
industry standards. However, an agent can enter up to 480 characters in the text input field, and 
LiveMessage will split this text into two messages of 160 characters each. 
 

Note:​ ​Although LiveMessage operates according to telecommunications industry standards, 

 
telecommunication carriers don’t guarantee that messages are received in the order in which they 
are sent.  

Facebook Messenger messages are limited to a maximum of 320 characters. Only one message can be 
sent at a time.  

Insert Quick Text into a Message 

If QuickText is enabled and set up in your org, then agents can insert predefined text snippets into a 
LiveMessage conversation.  

1. Click the QuickText record that you want to insert. The QuickText is inserted into the conversation 
at the cursor. 

Send an Image in a Message 

Agents can send images in a LiveMessage session. Images can be sent in text messages and in Facebook 
Messenger messages. 

Only .jpg, .gif, and .png files are supported. For more information about supported file sizes, see the article 
LiveMessage P2P MMS Limitations at 
https://help.salesforce.com/articleView?id=LiveMessage-P2P-MMS-Limitations&language=en_US&type=1 

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Note:​ ​If the phone number that the agent uses to send the image isn’t enabled for MMS, then 
 
LiveMessage sends a link to the image to the recipient.  
 

1. In a LiveMessage session, click the ​Picture ​icon. 

2. Click ​Attach Image​. A file browser opens.  

3. Select the image that you want to send, and click ​Open​. 
4. A thumbnail of the selected image is displayed in the messaging pane. 
5. Click ​Send​.   

Request an Image in a Message 

Agents can request customers to send images in a LiveMessage session. 

Only .jpg, .gif, and .png files are supported. For more information about supported file sizes, see the article 
LiveMessage P2P MMS Limitations​.  

1. In a LiveMessage session, click the ​Picture​ icon. 

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2. Click ​Send a request for an image​. A link to the file uploader is sent to the recipient. The recipient 
can use the file uploader to select and securely send a picture to the agent. 

 
3. When the recipient uploads an image, the image is displayed in-line in the text message pane. 
Agents can enlarge the image by clicking it. 

Link a LiveMessage Session to an Account, Contact, Case, Lead, 

or Opportunity 
Agents can link a LiveMessage session transcript to Salesforce records, such as accounts, contacts, cases, 
leads, and opportunities. The agent must link the LiveMessage session to the record before ending the text 
session.  

1. From a live LiveMessage session, click ​Link​. 

2. Click the search icon for the appropriate Salesforce record type. For example, if you want to link to 
an Account, click the search icon for Account. 

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3. Select the record that you want to link the session to. 
4. Click the ​Link​ icon to minimize the Link pop-up screen and return the LiveMessage session.  

View Details About the Text Recipient 

During inbound LiveMessage sessions, the Details tab displays a screen pop view of any linked Accounts, 
Contacts, Leads, Cases, Opportunities or Custom Objects sorted by most recently accessed record.  

For SMS messaging, data displayed in the screen pop table is matched on phone number. For Facebook 
messaging, data displayed in the screen pop table is matched on the Facebook Messenger user’s First and 
Last name. Objects linked during previous LiveMessage sessions are also displayed. 

To link a current text session with an object in the screen pop, select the check box associated with 
the object. Unselecting the check box unlinks the current LiveMessage session from the object. 

  

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End a LiveMessage Session 

When an agent resolves the customer issue and ends the conversation, the agent can click ​End 
LiveMessage Session​. Clicking ​End LiveMessage​ ​Session​ saves the session transcript and sends the 
predefined Text Session End Message to the customer. After the agent ends the session, the agent can 
close the LiveMEssage session tab. 

View Past LiveMessage Sessions and Salesforce Records  

Agents can quickly see past LiveMessage sessions and Salesforce records, such as accounts, contacts, 
cases, and leads, from the tab menu.  

For example, an agent can click ​LiveMessage Sessions​ to view a transcript of a text session. When the 
agent clicks the link, the transcript of the associated text session is displayed in a new screen. 

Send an SMS Text Message or a Facebook Messenger Message 

from a Salesforce Record 
Agents can initiate an SMS text session or a Facebook Messenger chat directly from a Salesforce account, 
contact, case, or lead.  
 

Note:​ ​Outbound text messaging is supported only on SMS and Facebook Messenger. 
 
 
The agent phone number field shows the phone number that was most recently used to send a text 
message to the recipient. If the recipient has not previously received a text message, then the menu shows 
the last phone number that the agent has used to send a text message. The list shows all the phone 
numbers that the agent has the skills to use. The agent can select any available phone number to use 
before sending the message.  
 
The recipient phone number field is automatically populated with the default mobile phone number 
associated with the account, contact, case, or lead record. If the record doesn’t contain a mobile phone 
number, then the phone number is used.  
 
Before sending a text message, the agent also can manually enter any US or Canadian phone number into 
the recipient phone number field. 
 

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1. Open the account, contact, case, or lead. 

2. Click ​Send Text Message ​or click ​Send Facebook Messenger Message​. The LiveMessage session 
pane opens. 

 
3. If necessary, select a phone number to use to send the message. 
 

 
   

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LIVEMESSAGE FOR MANAGERS 

Access the LiveMessage Admin App 
Use the Force.com app menu to open the LiveMessage Admin app, so you can set up phone number and 
channels that your customers can use to text message your company. 

1. Log in to Salesforce. 
2. Open the Force.com app menu, and select LiveMessage Admin. The LiveMessage Admin home 
page opens. 

Assign Agents to Phone Numbers 

Managers can assign users to specific phone numbers. Managers can search for agents who whose user 
profiles are associated with permissions contained in the LiveMessage permission set. 

The Available Users list shows users whose profiles are associated with permissions contained in the 
following permission sets: 
● LiveMessage Admin 
● LiveMessage Manager 
● LiveMessage Agent 
 
Users who are listed in the Selected Users list receive inbound message notifications when the user’s 
LiveMessage status in the LiveMessage Agent Message Queue is set to ​Available​.  
 
To assign a user to a phone number: 
1. In the LiveMessage Admin app, select the phone number or channel that you want to configure 
and click ​Edit​. 

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2. Scroll to the Assign Users section. 

3. Select the user from the Available Users list. 
4. Click ​Add​ to move the user to the Select Users list. 

 
5. Click ​Save​. 
 

Configure How Related Salesforce Records Are 

Displayed to Agents  
The screen pop shows Salesforce records that are related to the incoming text message or Facebook 
Messenger message. Managers can configure what information is displayed to agents in the screen pop so 
that agents have more context about the customer with whom they’re communicating.  

LiveMessage matches the phone number of the incoming text message with Salesforce records. If a record 
includes the phone number or is linked to the phone number, then the record is displayed to the agent. If 
there are multiple records of the same type that are associated with the phone number, then the most 
recently modified record is displayed.  

If no record type is selected, then the Details tab is displayed.  

1. Specify which related records are shown when records are found: 

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a. In the ​Available Record Types​ list, select the records to display to the agent. 
b. Click the ​Add​ icon to move the records to the Selected Records list. 
2. Specify what happens when no related records are found: 
a. Select the record type to display.  
b. Click ​Save​. 

Configure the LiveMessage Console for Agents  

Managers can configure the LiveMessage Console so that it’s most efficient for agents given your 
company’s business practices. 

Automatically Link Salesforce Records to Text Sessions 

LiveMessage can automatically link a text session to a Salesforce record such as an account, contact, case, 
or lead, etc. 

A record must include the inbound text message’s phone number, or be linked with another record that 
includes the phone number, in order to automatically link it with a text session. 

If there are multiple records of the same type that match the inbound text message’s phone number, then 
LiveMessage will link the text session with the most recently modified record.  

1. Navigate to LiveMessage Session Workspace Options.  

2. In the ​Available Record Types​ list, select the records to display to the agent. 
3. Click the ​Add​ icon to move the records to the Selected Records list.   
4. Click ​Save​. 

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Open New Salesforce Records as Subtabs 

When an agent accepts an inbound text session, LiveMessage automatically opens specified records as 
subtabs so that the agent can quickly create a record. For example, the New Account subtab opens, so the 
agent can use information from the text conversation with the customer to create an account for the 
customer. 

Record types that are specified in the Screen Pop Option settings override these settings.  

In general, it’s best to select record types that are used in your customer contact center.  

1. Navigate to LiveMessage Session Workspace Options.  

2. In the New Tabs list, select which record types to open.  
3. Click ​Save​. 

Specify Alert Time 

Specify how the number of seconds that pass before the text session tab alerts the agent of the inbound 
text message. 

1. Navigate to LiveMessage Session Workspace Options.  

2. In the ​Critical Alert Time (seconds)​ field, enter the number of seconds as an integer. 
3. Click ​Save​. 

Include Country Codes in Auto-Populated Phone Numbers 

Specify whether to include the country codes for the United States and Canada (+1) in auto-populated 
phone numbers in the new record tabs.  

1. Navigate to LiveMessage Session Workspace Options.  

2. Select the C​ ountry Codes​ checkbox. 
3. Click ​Save​. 

Set LiveMessage Transcript Options 

When an agent ends a text session, LiveMessage can automatically create a Task activity record or an 
Event activity record and link it to the text transcript. Managers can specify which type of record is created.  

1. Navigate to LiveMessage Transcript Options. 

2. Select the activity records types to create. You can select ​Task​ or ​Event​, or both.  

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3. Click ​Save​. 

Reporting 
View LiveMessage Reports 
LiveMessage provides several pre-defined reports to make it easier for managers to see key data about 
real-time usage and historical usage trends. LiveMessage reports are available as standalone reports and 
as part of the LiveMessage dashboard. 

LiveMessage includes the following reports: 

● Active Text Sessions 
● Average Handle Time/Day 
● Average Handle Time/Day by Agent 
● New Text Sessions 
● Text Sessions/Day by Agent 
● Text Sessions/Day by LiveMessage Number 
● Text Sessions by Hour (EST) 
● Total Handle Time/Day 
● Total Handle Time/Day by Agent 
 
To view reports, follow these steps: 

1. Navigate to a Salesforce app, such as Sales, that includes the ​Reports​ tab.  
2. Click the ​Reports​ tab. 
3. In the All Folders list, select ​LiveMessage Reports​.  
4. Select the report that you want to view.  

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Note:​ ​The Sales app includes the Reports tab by default. If you don’t have access to the Reports tab 
 
in any Salesforce app, contact your Salesforce administrator for access. 

If you don’t see ​LiveMessage Reports (Installed Package: LiveMessage for Salesforce) ​in the All 
Folders list in the Reports tab, contact your Salesforce administrator.  
 
View the Live Message Dashboard 
The LiveMessage Dashboard shows several reports at the same time, so you can quickly see agent activity 
and LiveMessage usage in real time.  

1. Navigate to a Salesforce app, such as Sales, that includes the ​Dashboards​ tab.  
2. Click the ​Dashboard​ tab. 
3. In the All Folders list, select ​LiveMessage Dashboard​.  
4. Click ​LiveMessage Dashboard​. The dashboard opens, showing a visual representation of the data 
contained in the reports.  

Note:​ ​The Sales app includes the Reports tab by default. If you don’t have access to the Reports tab 
 
in any Salesforce app, contact your Salesforce administrator for access. 

If you don’t see ​LiveMessage Dashboards (Installed Package: LiveMessage for Salesforce) ​in the 
All Folders list in the Dashboards tab, contact your Salesforce administrator.  
 

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