Prerequisites for Outbound Messaging for Service (Digital Engagement) Setup

 Hi,

We are going to know about the Prerequisites to setup Outbound Messaging for Service(Digital Engagement).

Note: It's not Outbound Messaging under Workflow Actions

What is Outbound Messaging?

Outbound messaging lets our customers stay engaged and informed in ways that are most convenient for them—on their mobile devices using a phone number or messaging apps, such as SMS text messaging, Facebook Messenger, and WhatsApp. 

Prerequisites for Outbound Messaging:

• A Salesforce org with Service Cloud or Sales Cloud and the Digital Engagement add-on: This gives your org and users access to messaging capabilities.
• Omni-Channel: Messages are automatically routed to agents who are logged in to the Omni-Channel utility in the console. Customer responses go directly to the agent who initiates an outbound message when logged in or to an available agent logged in to Omni-Channel. Outbound messages do not count toward your Omni-Channel capacity.
• Customers must give their consent to receive messages. All channels have slightly different methods for giving a business consent. For example, with short codes, agents can initiate outbound messages after short codes are set up and a customer sends a message to the short code explicitly agreeing or opting-in to two-way communications on their mobile devices. Customers can opt-out when they choose.
• Messaging user fields: Outbound and inbound messages create Messaging User records to which you can add or remove specific fields. Default fields include each customer’s name, phone number or Facebook name, and opt-out status.
• Messaging templates: Create messaging templates to add content for an automated message notification. Use the Process Builder or Flow Builder to define processes that automatically send messaging templates to customers when certain conditions are met, such as when their cases are closed.

Reference:

https://trailhead.salesforce.com/content/learn/modules/service_message/service-message-learn?trail_id=expand-service-cloud-with-digital-engagement