Welcome to the world of Salesforce and SMS messaging! As technology continues to advance, businesses are always searching for new ways to connect with their customers. SMS messaging has emerged as a highly effective and engaging way to communicate with customers, but many businesses struggle to incorporate it into their existing platforms.
If you find yourself in that position, fear not – this blog will guide you through the step-by-step process of setting up and sending SMS from Salesforce.
Key Factors to Consider Prior to Sending SMS from Salesforce
Prior to sending SMS via Salesforce, it is important to carefully consider your options and select the most appropriate messaging scenario for your needs. Whether you are using a Salesforce product or a software application from Salesforce AppExchange, it is crucial to assess their different capabilities and functionality to ensure that you are able to deliver your desired messaging. There are three primary messaging scenarios to consider within Salesforce: automated, one-to-one, and bulk.
Automated messaging is commonly used for sales engagement programs or drip campaigns, where messages are triggered by automation to notify contacts of new leads, opportunities, or upcoming events. This requires the use of a flow builder to streamline the process.
Bulk messaging is the simplest way to send timely promotions, offers, or loyalty rewards to multiple users simultaneously. To accomplish this, you will need a marketing campaign tool to import contacts, customize messages with relevant field data, and track delivery statuses with ease.
One-to-one messaging is ideal for capturing conversational exchanges between sales representatives and customers on Salesforce. This type of messaging can be facilitated with an embedded inbox in the Salesforce interface or by utilizing a Salesforce integration software that syncs with the core database for easy access to contextual information.
Ultimately, the best Salesforce SMS integration app for your needs is one that aligns with your daily operations. When evaluating your use cases for SMS messaging, consider whether it is primarily utilized for customer service, marketing, or sales, and compile a list of goals to determine the cost and complexity of the Salesforce SMS integration system that you will need to build. By taking these steps, you can ensure that you are well-equipped to deliver effective SMS messages using Salesforce.
How to Send SMS Messages from Salesforce – Step-by-Step Guide
Step 1 – Choose an SMS Provider
Choosing an SMS provider is an essential first step. Some popular SMS providers that integrate with Salesforce include Twilio, Nexmo, and Clickatell. It’s crucial to do your homework and pick the provider that best suits your company’s demands because each one has its own API, pricing model, and feature set.
Step 2 – Install the SMS Provider App in Salesforce
After selecting an SMS provider, the next step is to install the SMS provider app in Salesforce. To do this, look for the app you want to use in the Salesforce AppExchange. Once you have located the app, launch the installation by clicking the “Download it Now” option.
Step 3 – Configure the SMS Provider App
After installation, enter the API credentials supplied by your preferred SMS provider to configure the SMS Provider App. Typically, these credentials are an API key and secret that are specific to your account. If there are any additional requirements, make sure to check the documentation for your provider before entering these credentials in the app’s settings. Test the connection after entering it to make sure the app can interact with the provider’s API and deliver messages as expected.
Step 4 – Create SMS Templates
Creating SMS templates can save time and ensure consistency in messaging. To create an SMS template, navigate to the Salesforce setup menu and select “Object Manager.” Click the “Fields & Relationships” tab after choosing the object for which the template is to be created. Then, select “Text” as the field type and click “New” to create a new field. Name the field “SMS Template” and then save it. By typing text into this section, SMS templates can now be created.
Step 5 – Create a Workflow Rule
A workflow rule is a set of instructions that tell Salesforce what to do when a certain event occurs. Go to the Salesforce setup menu and choose “Workflow Rules” to create a workflow rule. Click “New Rule” to begin creating a new rule. From this point, you can specify the requirements for the rule and decide what should happen when it is met.
Step 6 – Add an SMS Action to the Workflow Rule
After creating the workflow rule, the next step is to add an SMS action to the rule. To accomplish this, choose the workflow rule’s “Immediate Actions” section and press “New Action.” Fill out the required boxes, including the recipient’s phone number and the SMS message, after selecting “Send SMS Message” as the action type. By choosing it from the dropdown menu, you can also utilize the SMS template that you produced.
Step 7 – Test the SMS Messaging Process
Before sending SMS messages to customers and clients, it’s important to test the messaging process. You can test this by making a test record and applying the workflow rule to it. This will enable you to check that everything is operating as planned by allowing you to view how the SMS message will appear. Once the procedure has been tested, you can begin delivering SMS messages to your consumers and customers.
Streamlining Communication: Top 3 Ways to Send SMS from Salesforce
- Salesforce SMS AppExchange Apps
Salesforce offers many AppExchange apps that can be integrated with the platform to send SMS messages. An AppExchange solution is a pre-built software solution developed by a software company that can be easily integrated into a Salesforce organization without requiring custom development work. Although the monthly cost may initially seem higher than building a custom solution using Salesforce’s API or Long Code Messaging functionality, the benefit is that you get access to all the existing features without having to invest time and resources in building it from scratch.
These apps are developed by third-party vendors and can be installed and configured with a few clicks. Some of the popular SMS apps available on AppExchange include:
- Lead Manager Ninja: Lead Manager Ninja is a powerful Salesforce SMS app that let you send and receive business messages via SMS, Email, Whatsapp, Telegram, FB Messenger, Instagram and more within Salesforce. It also allows you to effortlessly track messages sent across multiple channels in a couple of seconds by filtering.
- Salesforce SMS APIs
If your business requires more advanced SMS functionality, building a custom application to send text messages from Salesforce through a messaging service provider using the Salesforce API may be the best option. This allows for greater flexibility as you can leverage Salesforce data to create dynamic messages and criteria-based bulk messaging. Subscription costs will be lower as you only pay for the messages you send, plus your existing Salesforce Org costs.
However, building a custom solution from scratch will involve higher implementation costs, ongoing maintenance, and support expenses. It’s important to consider budget and timeline when choosing between a pre-built AppExchange solution or building a custom solution using the Salesforce API, as the latter may end up being more time-consuming and costly in the long run.
Salesforce provides APIs that allow developers to integrate SMS functionality into Salesforce applications. Developers can use APIs such as Twilio, Plivo, and Nexmo to send SMS messages from within Salesforce. To use these APIs, developers need to write custom code to integrate the APIs with Salesforce. This approach requires technical expertise and may be more suitable for businesses with dedicated development teams or you can opt for an experienced Salesforce Partner.
- Salesforce SMS Workflows:
Salesforce workflows can be used to send SMS messages automatically based on specific triggers. For example, a workflow can be created to send a confirmation SMS message to a customer after they have placed an order. To create a workflow, users can use the Salesforce Workflow Builder, which allows them to define trigger conditions and actions. SMS workflows can be a powerful tool for automating customer communications and reducing manual workload.
Best Practices for Successful SMS Communication from Salesforce
- Obtain explicit consent from customers before sending SMS messages. This can be done by including an opt-in checkbox on web forms or sending an initial SMS message asking customers to confirm their opt-in status.
- Keep messages short and concise, as SMS messages have a character limit. Avoid using abbreviations or slang that may not be easily understood by all customers.
- Personalize messages using merge fields to include the recipient’s name or other relevant information. This can help increase engagement and response rates.
- Use a messaging service provider that is integrated with Salesforce and has a good reputation for reliable delivery. Make sure to test messages before sending them to ensure they are delivered as expected.
- Monitor message delivery and response rates to optimize messaging strategies. Use analytics and reporting tools to track metrics such as open rates and response rates, and adjust messaging strategies accordingly.
- Respect customers’ privacy by providing an easy opt-out option in all SMS messages. This can be done by including a reply code or a link to a web page where customers can opt out of future messages.
- Use SMS messages as part of an overall multichannel communication strategy, including email, phone calls, and social media. This can help ensure customers receive messages through their preferred channel and improve overall engagement.
In conclusion, sending SMS messaging from your Salesforce platform is a simple and effective way to streamline communication with your customers. By choosing the appropriate messaging scenario, selecting the right SMS provider, installing the SMS provider app, configuring it, creating SMS templates, creating a workflow rule, adding an SMS action to the rule, and testing the SMS messaging process, you can deliver personalized, targeted, and timely SMS messages to your right customers with ease. With the help of AppExchange apps, SMS messaging can be even more efficient and cost-effective. By following the step-by-step guide outlined in this blog, you can start leveraging the power of SMS messaging to enhance your customer engagement and business growth.
Ksolves Expertise in Salesforce
At Ksolves, we take pride in being a trusted Salesforce Crest Partner that offers a diverse range of solutions to fulfill our clients’ requirements. One of our key specialties is Salesforce SMS Integration, which allows businesses to communicate with their customers through text messages directly from Salesforce.
By partnering with Ksolves for your Salesforce SMS Integration needs, you can expect a smooth and efficient integration process that will enhance your communication with your customers and improve your overall business operations. Our team of experienced Salesforce developers will work closely with you to understand your specific requirements and deliver a customized solution that meets your business needs. Choose Ksolves as your Salesforce partner and experience the benefits of streamlined communication and improved customer engagement.