It can be that you have one or more contacts related to that Case, then choose one from the list. Select the SMS contact to reach out to.Choose an outbound number (you can search by friendly name or number) to select from which one you want to send the SMS.If you have set up the Contact object, the procedure is the same. Click on Save when you’re done.Īfter setting up the Case object, to start sending SMS messages, select a Case and scroll until you see the SMS component. Select the profiles (it’s possible to select more than one at the same time) and then pick Talkdesk Case Layout from the list.Double click on the added component to edit it as follows:.Drag the Visualforce Page SmsToCase Layout component to this “SMS” section:.Select Visualforce Pages, click on Section and drag it to the Case Detail area below so that you can add a 1-column section named “SMS”:.In Existing Page Layout select Case Layout.Open the Case Page Layouts and hit New:.After enabling SMS in your Talkdesk account preferences, open the Setup in Lightning:.If you wish to set up the Contact object, the procedure is very similar. Please follow these guidelines to set up the Case object. In order to do this go to Talkdesk Admin > Settings > SMS for Contact/Case default field next, choose the desired field and click Save. You can set a default contact phone field (standard or custom) to be used in the Talkdesk SMS component. You can set up the visualforce page “SmsToCaseLayout” (or “SmsToContactLayout”) using Lightning Page Layout, Classic Page Layout, and Feed Page Layout for Case (or Contact) in Salesforce. Now you can add the SMS component to your case or contact page layout. This will force the SMS-enabled phone numbers to immediately synchronize with Salesforce. Save the configuration without changing anything, by clicking the Save button at the bottom of the page.Go to the Integrations tab and open your Salesforce integration settings by clicking on Configuration.Drag the phone numbers of your choice to the left column and hit Save.You can click the “X”, as we can execute this step later. Switch the toggle to the right to enable your SMS settings:.In Talkdesk, go to the Admin section, select the Preferences tab and scroll down to SMS Settings.If you’re already on Talkdesk for Salesforce in Lightning, simply click on the Talkdesk tab.Start by opening your Talkdesk account.If there are no rules set up, the case will remain unassigned.See Salesforce documentation for assignment rules.
For a new incoming SMS from a contact, we rely on Salesforce settings for assignment rules.If an SMS case is already open for a particular contact and an agent receives an SMS from that contact to the SMS-enabled phone number, it will append the text of that SMS to the case.If your account receives an SMS from a new number that isn’t associated with a contact, Talkdesk will automatically create a new contact with the phone number set as the last name.
#Send sms from salesforce plus
Note: All non-numeric characters will be removed from the SMS contact phone number (for example, parenthesis and hyphens) and the phone number will be prepended with a plus sign (+). If the SMS contact has multiple phone numbers, agents can choose the phone number to which the SMS will be sent. Agents can specify to which contact the SMS will be sent.Setup of the component in Salesforce Lightningĭefining a default contact phone field to be used
#Send sms from salesforce how to
How to enable SMS in your Talkdesk account To learn how to configure and use SMS within Talkdesk for Salesforce, please follow these step-by-step instructions. The SMS Component feature can be used on Cases, Contacts, and (Person) Accounts objects. With the Salesforce SMS Component, agents can send and receive SMS messages directly in Talkdesk for Salesforce and supervisors can also report on the number of interactions per contact as an example.
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