Salesforce | 2025 Product Release Notes

Stay in the loop with Sinch SMS updates
This is where you’ll find the latest releases, features, and improvements to the Sinch SMS for Salesforce integration.
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Version 1.65 - 10 Dec 2025

WhatsApp Messaging for reports

The SMS for Reports feature now supports sending messages via WhatsApp. Users can now schedule bulk WhatsApp sends for a future date and time, using a Salesforce Report to define the recipient list.

You can use any standard Salesforce Tabular, Summary, or Matrix report that returns Contact, Lead, or Person Account records. The report must contain the field that holds the mobile number for the send.

You can now use your existing Salesforce Reports to schedule and send WhatsApp messages in bulk - making it easier to manage large campaigns. The ability to schedule your bulk WhatsApp messages allows you to plan your communication campaigns in advance.

RCS Single with image

RCS (Rich Communication Services) is a messaging protocol that enables the sending of content beyond plain text, such as images. 

By using the new RCS feature, you can include images in your messages directly from Salesforce - enabling you to create more visually engaging content.

Automation improvements

A new invoke action has been added, enabling more direct integration of messaging functions within customers flow automations - this simplifies the process of setting up automated messages.

The new action provides a more direct and streamlined method for triggering messages from within Salesforce Flows, reducing the complexity of setting up automated communications.

Note: The SMS Email Alert located in Process Builder can now be deactivated. This has been migrated to a new flow however Salesforce does not allow Sinch to deactivate this for customers when we push through upgrades.

Version 1.62 - 30 Sept 2025

Schedule bulk messaging using Salesforce reports

Sinch SMS for Salesforce has been updated to support scheduling bulk messaging using Salesforce reports as a data source. This addresses the previous limitation where users could not schedule, pause, restart, or delete SMS sends originating from a Salesforce Report. 

Feature overview:

• Scheduled sending: Users can now schedule bulk SMS sends for a future date and time, using a Salesforce Report to define the recipient list.
• Send management: Scheduled sends can be managed with the following actions: Pause, Restart, and Delete.
• Report-based source: The integration now directly uses Salesforce Reports as a dynamic source for bulk SMS message recipients.

This update enables the automation of messaging communications based on report data within Salesforce. It is designed to integrate messaging functionality more directly with existing Salesforce reporting tools for more efficient operational messaging.

FAQs

• What happens if a contact is added or removed from the report after I schedule the send?

  The system uses the report data at the moment the send is executed, not when it is scheduled.

  • If a record is added to the report before the scheduled send time, it will be included in the message batch.
  • If a record is removed from the report before the scheduled send time, it will not be included.

  This ensures your messaging is always based on the most current data.

• What happens if a record in my report does not have a valid mobile number?

  The system will simply skip any records that are missing a mobile phone number or have an improperly formatted number in the designated phone field. It will not cause the entire send to fail. A log of these skipped records will be available for review.

• What kind of Salesforce reports can I use?

  You can use any standard Salesforce Tabular, Summary, or Matrix report that returns Contact, Lead, or Person Account records. The report must contain the field that holds the mobile number for the SMS send.

• How can I see the status of a scheduled send?

  There is a new management screen where you can view all scheduled, in-progress, paused, and completed sends. For completed sends, you can access a detailed log that shows which records were messaged and which were skipped.

• What permissions are required to schedule sends from reports?

  Users will need standard permissions to access the Sinch SMS application as well as read access to the Salesforce Reports they intend to use as a source. Specific permissions for scheduling, pausing, and deleting can be configured by your Salesforce administrator.

• Can I schedule a recurrence of the send?

  Yes, you are able to specify when the scheduled report is to start, when you would like the scheduled job repeated, for example daily, weekly, monthly, what time of day you would like the scheduled report to run, and how long you would like the scheduled activity to repeat until.

Version 1.61 - 28 Aug 2025

WhatsApp Messaging Expansion and RCS improvements

This release expands Sinch SMS WhatsApp messaging capability, supporting Salesforce Flows and Agentforce Actions. It also enhances RCS to be able to receive messages, send and reply.

Note: You’ll need a WhatsApp Business account and access to the Sinch platform to use this feature. You'll also need to enable these remote sites:

Feature overview:

• WhatsApp Messaging via Salesforce Flows: Added support for sending WhatsApp messages through Salesforce Flow Builder. Requires a WhatsApp Business Account connected via Sinch Engage platform.
• WhatsApp Messaging via Agentforce Actions: Added support for sending WhatsApp messages from within Agentforce Actions. Agents can now select a Send WhatsApp message action within Agentforce Flows.
• RCS Messaging enhancement: Added support for receiving inbound messages. Outbound messages now support replies. RCS channel is available via Message Feed 1:1, Flow and Agentforce Actions.

• Opt-out management: Added ability to switch between SMS_Out_Out_c and Subscription records.

  

FAQs

• Do I need a WhatsApp Business Account to use these features?

  Yes. A WhatsApp Business Account provisioned via the Portal is required to use WhatsApp messaging within Sinch SMS for Salesforce. You can easily connect your WhatsApp to your Sinch Engage account. 

• How do I enable RCS? 

  See our support article about how to connect RCS to your Sinch Engage account.

• Can customers reply to RCS messages? 

  Yes. Inbound replies are now supported and can be handled within Salesforce. 

• Is RCS available globally? 

  No. RCS support depends on device and carrier compatibility. 

• Are there any limitations for RCS?

  RCS does not currently support media, rich cards or actions.

• Does RCS support SMS fallback?

  RCS does not currently support SMS fallback.

• Is WhatsApp Messaging available via SMS for Reports?

  No. This feature is in the backlog and being prioritised for an upcoming release.

• Is WhatsApp Messaging available via Bulk SMS Manager?

  No. This feature is in the backlog and being prioritised for an upcoming release.

• How does WhatsApp opt-outs work with this feature?

  WhatsApp Opt-Outs will update the recently introduced Consent Management capability inside Salesforce, however this won't sync back to the Sinch Engage portal in this initial release. 

Bug fixes and refinements

• Non-admin users now can receive new SMS notification from 'SMS Inbox'.
• Prevent duplicate message records in Schedule sending.

Version 1.56 - 11 Aug 2025

Improved Opt-Out Management

This release introduces enhanced opt-out / opt-in management capabilities, improved compliance handling, user experience and enhancing transparency and tracking across all your accounts and messaging communications. 

Note: You’ll need a WhatsApp Business account and access to the Sinch platform to use this feature. You'll also need to enable these remote sites:

Feature overview:

• Centralized keyword handling: Opt-out keywords defined in the Sinch Engage platform are now automatically recognized in Salesforce - removing the need to manually manage opt-out keywords in both systems.
• Account level opt-out logic: When a user opts-out, only the account associated with the original sender ID is opted-out. Customers can continue messaging from other accounts - maintaining flexibility in multi-account use cases.
• Opt-in / opt-out management user interface: A dedicated consent management UI allows admins and users to easily view and manage SMS opt-in and opt-out statuses from within Salesforce.
• Automation support: Automatically checks opt-in / opt-out status as part of the send message function.
• Enhanced reporting: Reports and dashboard creation available for customers to improve visibility and compliance management.   

FAQs

• How does the improved opt-out management work?

  See our support article about opt-out management.

• What is the default Opt-Out behaviour between Accounts and Sub-Accounts?

  By default, Sinch Engage sub-accounts inherit opt-out preferences from the parent account. If your business needs different opt-out logic across accounts (e.g. for regional compliance or brand separation), contact support to adjust the configuration.

• What happens when a user manually opts-out in the Sinch Engage platform? 

  When a user manually opts-out in the Sinch Engage platform, it will not sync back to Salesforce.

• Do I still need to define opt-out keywords in both Sinch Engage platform and Salesforce?

  No. With this update, you only need to define opt-out keywords in Sinch Engage platform. Those keywords are now automatically recognized by Salesforce, reducing duplication and eliminating mismatch issues. Once keywords are created in Sinch Engage platform, customers will need to go to the set-up and configuration page in Salesforce and refresh the page. 

• What happens when a customer opts out?

  When a customer replies with an opt-out keyword (e.g., STOP), Sinch logs the opt-out event, updates the consent status in Salesforce, and prevents future messages from being sent via that specific sender account.

• Can I still message a customer who opted out from one Sinch account using a different Sinch account?

  Yes. Opt-outs now apply only to the Sinch account that the customer opted out from. You can still send messages via other accounts, which is useful for multiple use cases, multi-brand or multi-region organizations.

• How do I view a contact’s consent status?

  A new Consent Management UI is available directly on Salesforce record pages (e.g., Lead, Contact). It displays the opt-in/out status, and Account that triggered the opt-out. This section can be added to the page layout in Salesforce. 

• Are opt-outs enforced automatically?

  Yes. The system prevents any SMS sends to opted-out contacts, regardless of how the message is initiated. This enforcement is applied per sender account.

• How does this impact my current Opt-Out field and data in Salesforce?

  The current SMS opt-out field and data will remain for those customers who have opted out. All fields will be used when determining a customers opt-in / opt-out status. 

• Do I need to do anything to enable the new Opt-Out Management fields?

  No, once released the new fields will be in use supporting opt-in / opt-out management at an account level. The new section can be added to the page layout. 

• Are the new Contacts/records defaulted to Opted-In if the current SMS Opt-Out box is unchecked?

  Yes. If the current opt-out field is unchecked, the record will be defaulted to opted-in. If the current opt-out field is checked, then the contact will be opted-out. 

• Can I report on who has unsubscribed? 

  Yes, you can produce a report indicating who has unsubscribed, however the report will not contain contact information. It will provide a view of how many have unsubscribed, containing the contact record ID. 

• If a customer opts back in via the hub, does that sync back with Salesforce?

  No, if a customer opts back in via Sinch Engage platform, that currently does not sync back to Salesforce automatically. Sinch plans to introduce bi-directional syncing between the Hub and Salesforce in a future release. 

• If a customer opts back in via keyword, does that sync back with Salesforce?

  Yes. Opt-in keywords can be set up, customers can reach out to Support or their Sales Engineer to support them with this. After this has been set up, customers will need to go to the set-up and configuration page in Salesforce and refresh the page.

Bug fixes and refinements

• Resolved: Fixed an issue where the Object Name was missing when sending MMS messages.

• Improved: Images are now displayed inline instead of requiring a file download to view.

• New: Added support for the Quote standard object in Flow. This object was previously not supported.

Version 1.55 - 25 Jun 2025

Salesforce Agentforce Integration

This Salesforce Agentforce integration introduces SMS capabilities natively through Agentforce using the Salesforce App. Users can now easily design automated, context-aware communication workflows using Agentforce AI assistant, enhancing customer engagement while minimising manual intervention. The Sinch integration makes it easy to add a send message action within an Agentforce flow.

Feature overview:

• Native support for SMS within Agentforce workflows
• No-code configuration using Agentforce AI assistant
• Full compatibility with Salesforce Flow and CRM records 

FAQs

• How does messaging work within Agentforce flows?

  Users can create an Agentforce action (eg send message) and incorporate this within the Agentforce flow. See our support article on the Agentforce Integration for more information. 

• I’ve built an Agent in Agentforce and want to use SMS to message our customers. How can I do this?

  See our support articles on using Sinch SMS for Salesforce.  

• How can I send a SMS message from an Agentforce Action?

  Salesforce users can incorporate a "Send Message" action into any Agentforce flow, select their messaging channel and pre-approved templates, and automate outreach using real-time CRM data.

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Version 1.49 - 22 May 2025

Rebrand to Sinch SMS for Salesforce

Three years ago, MessageMedia joined forces with Sinch - a global leader in customer communications. This move helps us to bring even more meaningful conversations to life between businesses and their customers.  

Since then, you’ve seen us evolve into Sinch MessageMedia, marking the start of an exciting journey.

Now, we’re taking the next step: Mercury SMS is becoming Sinch SMS for Salesforce.

You may have already noticed the new name and logo in the Salesforce AppExchange. In the coming weeks, you’ll see updates within the product experience as we complete the transition.

WhatsApp in the Message Feed

We’re excited to announce that WhatsApp messaging is now available in the Sinch SMS Message Feed (formerly Mercury SMS). This update makes it even easier to connect with your customers using a new channel — all from within Salesforce.

Until now, Sinch SMS supported SMS and MMS. With the addition of WhatsApp, you can now engage with users on your preferred channel - enhancing communication and fostering strong relationships.

Key features include:

• Seamless messaging: Send and receive WhatsApp messages directly in the Sinch SMS Message Feed - just like you do with SMS and MMS.
• Quick replies: Receive and respond effortlessly to WhatsApp messages to ensure timely and meaningful conversations with a 24 hour window.
• Message Initiation: Start new WhatsApp conversations directly from the Message Feed with approved templates.
• Template Integration: Sync pre-approved templates from the Sinch platform straight into your Salesforce organisation.

Note: You’ll need a WhatsApp Business account and access to the Sinch platform to use this feature. You'll also need to enable these remote sites:

FAQs

• How do I setup and start using WhatsApp in my Salesforce organisation?

  See our support article about How to connect WhatsApp to your Hub account and WhatsApp in the Message Feed.

• How does WhatsApp messaging work? 

  See Meta's support article about Messages in the WhatsApp Business Platform.

• How can I send WhatsApp messages to a list or report?

  This feature isn't currently available in Sinch SMS yet. If this feature interests you, please contact your account manager to share your use case and help us shape our roadmap.

• Can I send WhatsApp messages with Flows? 

  This feature isn't currently available in Sinch SMS yet. If this feature interests you, please contact your account manager to share your use case and help us shape our roadmap.

Bug fixes and refinements

• Prevent empty message being inserted.
• In line with updates to Salesforce Platform API services, we have increased API version of components to 57 (see Salesforce).
• Keep media attachment while switching Account.
• Now support functionality to update opt out for Person Account.
• Make Opt-Out message visible when “more options” was toggled.
• Customer is not able to receive UNSOLICITED INBOUND SMS.
• Increased API version of components to 56.
• Keep media attachment while switching Account.
• Support Person Account Opt-Out.