Once you've completed setup of SMS/MMS messaging within your account and enabled the feature for your users, you can now create an automation to log your SMS/MMS messages in Salesforce automatically.

Each message is logged as an independent task within Salesforce.

To ensure this feature works correctly please use the PhoneIQ 1.9 AppExchange package and above. You can check this by following these instructions.

Also make sure you have the correct record types assigned in Salesforce.

Step 1: Create a PhoneIQ automation

Head to the admin dashboard > integrations > automation and select add automation. You should add a name to your automation and select criteria as Department, Phone Number or User. Once you select one of these options, you'll see the new "Messages" and "SMS Settings" tabs enabled within the wizard.

Step 2: Choose your event automation

PhoneIQ offers 4 different event types that you can automate.

  • Outbound SMS

  • Outbound MMS

  • Inbound SMS

  • Inbound MMS

For each of these events you can create custom automations:

  • Log message as completed: for each message it creates a task record in Salesforce and marks it as completed.

  • Log message as in progress: for each message it creates a task record in Salesforce and marks it as in progress.

  • Create & assign to new case as completed: for each message it creates a case and assigns a task record in Salesforce and marks it as completed.

  • Create & assign to new case as completed: for each message it creates a case and assigns a task record in Salesforce and marks it as in progress.

  • Do nothing: Does nothing in Salesforce and the message is not recorded.

Step 3: Configure SMS Settings

If is not a contact, lead or account then create: This option enables admins to create records automatically in Salesforce using the phone number as name when an inbound message from an unknown number is received.

if there is an existing case or opportunity, log the message against: This option enables admins to automatically relate messages to existing cases and opportunities that are related to the record.

If more than one case or opportunity is found for the contact, then log the message against the: This option enables the automation to automatically select between multiple cases or opportunities, the available options are newest and oldest.

If the caller ID isn't matched as a contact, use the Salesforce API: If the incoming message is not matched to an existing record in PhoneIQ (synced via contact sync), PhoneIQ can query Salesforce in real-time to find a matching number and log the message against that record.

Step 4: Send or receive a text message in PhoneIQ

Send or receive a message using PhoneIQ. Once done, you can navigate to the activity record in Salesforce by clicking the "View in Salesforce" option.

Step 5: Viewing SMS/MMS messages in Salesforce

SMS & MMS messages will be listed under the activity tab within the records page in Salesforce. Each message will be listed as a separate task.

Once you access the SMS or MMS task record you'll see the following available fields:

  • Subject: Message description that includes the message direction, the record that sent or received the message and the agent that sent or received the message.

  • Name: The record associated with the task (lead, contact or person account)

  • Related to: The record related to the task (Account, Case or Opportunity)

  • Message direction: Outbound or Inbound

  • Message Status: It can be sent, delivered or failed (for outbound) and un-read or read (for inbound).

  • Message Sub-type: SMS or MMS.

  • Message Details: Content of the message.

  • Media: URL of the media sent or received (for MMS messages)

  • Agent: Agent that sent or received the message.

  • Department: Department of the agent that sent or received the message.

  • Customer Number: Phone Number of the record that sent or received the message.

  • Company Number: Personal Number of the agent that sent or received the message.

  • Device: Is the device used to send or receive the message.

  • Cost: Cost of the message.

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