Messaging Components are reusable building blocks for Service Cloud Messaging conversations — buttons, lists, forms, suggested replies. They make agent + customer messaging interactions interactive, not just text. Built once, reused across messaging channels.
- Confirm Messaging is licensed and configured
Setup → Messaging Settings → confirm at least one channel is set up (SMS / WhatsApp / etc.).
- Open Setup → Messaging Components
Setup gear → Quick Find: Messaging Components → Messaging Components.
- Click New Component
Pick a component type: Quick Reply / Choices / Form / etc.
- Configure the component
Quick Reply: pre-canned button labels. Choices: list of selectable options. Form: structured input fields.
- Save
Component is now usable. Reference it from a Bot dialog, Flow, or Apex action that runs in the messaging channel.
- Test in a sample conversation
Use the Bot Builder's Preview or send a test message to confirm the component renders correctly.
Quick Reply / Choices / Form / Carousel / Time Selector.
Some component types only work in specific channels. WhatsApp: list-message buttons. Apple Business Chat: rich Picker.
Messaging Components can be localized per language.
- Component support varies by channel. A component that works in SMS may not render in WhatsApp the same way — test in each channel.
- WhatsApp has strict template approval. Messaging Components used in WhatsApp may need pre-approval from Meta — coordinate with the WhatsApp Business Account admin.
- Embedded Service Chat supports rich components that traditional SMS doesn't. Don't assume a component portfolio works in all channels.