Yes, you can set up business hours from the SMS Magic portal

Use long codes, text enabled numbers, toll free numbers for 1:1 communication only. Toll free can be used for Alert notifications.

Use short code- for bulk, campaign, survey and Marketing (No per day limit)

Do not send more than 250 messages/day/number using long code

Third Party integration is possible with other SMS providers, you need to register with them and provide us with the Oauth token and Account SID.

You need to provide us with an area code and we can procure the number from the Providers

It can be done through 3 ways where you have the options to schedule it aswell –

1. Converse app Bulk action (only for versions above 1.50)
2. Campaign Manager (only for versions above 1.50)
3. Salesforce Campaign.(For any version)

Salesforce-

Manage it through converse settings under compliance sections.(Above 1.50 versions) Have to select opt-in or opt-out compliance.

Salesforce/ Zoho –

1. Check the sent and the delivery status in the SMS History record. You can check the error message in the “Status message” field on the SMS history.
2. Reach out to care@screen-magic.com if the sent status is error or delivery status is undelivered.

Note :- Sent status error means message rejected at SMS Magic end and delivery status failed or undelivered is message failed at the provider’s end.

For SMS within 160 English characters, 1 SMS credit is deducted. Messages sent in non-English languages have a different length i.e. for Unicode messages, it’s 70 characters per credit. Messages with character length of more than 160 characters are considered as long messages and credit deducted would 1 SMS credit = 153 characters.

You can top-up from the following link : https://app.sms-magic.com/pricing/topup

You can login to SMS Magic portal -> click on Balance available on the top right corner.

SMS Magic helps you send messages from CRM like Salesforce and ZOHO. Functionalities:

1. Have one-on- one conversation with the recipient
2. Mass/Bulk/campaign texting
3. Send Automated messages
4. Email to Text functionality
5. Helps you achieve different use cases like Survey, Lead Nurturing, Capturing CSATs etc
6. Schedule messages
7. Can be integrated with Sales,Service cloud

Salesforce

ZOHO

In Zoho, we provide Send Bulk SMS button on module’s listview from where you can send messages to 100 records in one go.

SMS Magic Portal

We also provide the feature of running campaign from SMS Magic portal by uploading the CSV.

Opt-In compliance:

If the compliance is Opt-In, you can only reach out to recipients via SMS if you received their consent for sending text messages and if the Opt-In field in that record is true.

Opt-out compliance

By default, we provide SMS Opt-out field on the Lead and contact object. You can add the opt-out disclaimer message at the end of the message body and setup up an automation process which would automatically check the SMS Opt-out field present on the record whenever there is a reply with opt-out keyword.

We also have Opt-out functionality on the SMS Magic portal where you can configure the opt-out keyword.

Converse App integrates with the process builder using the Action Key generated for each message in a message flow of Converse App. The triggering of the messages are based on certain criteria and conditions. You can create Converse App Task as an action and pass on Action Key for the message as parameter while creating the same from Process builder.

We provide following notifications for Incoming message:

1. Email notifications can be activated for Last sender or User to whom senderID is assigned.
2. Browser notification.
3. Creation of task under Activity History on receiving response.

There are 2 ways Incoming messages get related to the record in Salesforce.

Whenever you send a message to a new record a Conversation Record gets created. The conversation is Parent Object to SMS History. Once the message is sent it will be attached to that Conversation. If you get a reply from that mobile number we check for Mobile Number and SenderID on the Conversation Object and attach it to the last created Conversation if there is any. If there is no Conversation for the Mobile Number and Sender id combination a new Conversation Record is created.

Whenever a new incoming message is received, we check if this message is a response to existing outgoing messages based on the Phone number and sender id combination. If there is more than one such outgoing message, we consider the response to be for the latest outgoing message. This message is looked up as the previous message. If a previously sent outgoing message is found, we associate the incoming message with the same conversation as the previous outgoing message. If a previous message is not found, we find the number in all objects configured in Object Config and populate a lookup of all such objects. After this, our application applies a logic to identify the primary object to which this message should be associated with. Finally, a conversation is created / associated for the incoming message based on Phone Number, Sender Id, Primary Object, Primary Object Id and User criteria. if an existing conversation exists where all the 5 attributes match the incoming message, it is used to associate the new incoming message. If no such conversation exists, a new conversation is created.

Creation of Conversations: When an Outgoing message is sent if there are no Conversations with the same Mobile number, Sender id, Owner id, Object and record id a new Conversations will get created. If there is an existing Conversation Record the Outgoing message will get attached to it. If any of the value (Mobile number, Sender id, Owner id, Object and record id) changes a new Conversation record will get created. Similarly for the Incoming message when you receive it if there is a Conversation Record with the Mobile number and Sender id it will get attached to it. If there is no Conversation it will create a new one.

Salesforce:

As many times as you want. We don’t have any rules which restrict you from sending the same message to the same person. However, as a best practice we would recommend not to spam the recipient with the same message.

ZOHO :

We have a validation rule on our end that restricts sending of the same text to the same number in 24 hours.

As a customer you can report all Failures and any other service issues to Screen Magic, stating the nature of the issue and information required for its resolution, using the following methods:

https://www.sms-magic.com/support/
or
email to care@screen-magic.com
or
Telephone to US: 1-888-568-1315 | UK: 0-808-189-1305 | AUS: 1-800-823-175

We have customers from all across the globe who are part of different industries (real estate, health care, finance , education, no-profit etc).

Salesforce :

For activating alerts go to Converse Settings tab -> SenderID and Assignment -> Hover over the required senderID and three dots will appear on the right side -> Click on it and go to Manage Notification -> activate the alerts for Last senderID or user assigned to SenderID

To create SenderID go to Converse Settings tab -> SenderID & Assignment -> Click Add SenderID

To check if the message was sent successfully, you can check the two fields available on SMS History record:

1. Sent Status The SentStatus of an SMS gives you the health of the SMS creation process from the salesforce org to the SMS Magic portal. If it is “Submitted” in the initial stage, it means that the SMS request has been created successfully.
2. Delivery Status The deliveryStatus of an SMS is the real-time delivery report that we receive from the SMS providers. The moment we receive them, we push them back to your SF org. In short, when we sent SMS from the SF org, a record is created in SMS History tab with the Sent Status as “Submitted” that means SMS has been sent from Salesforce to the SMS Magic portal for further processing. When we receive the delivery report from the provider, we push it back to your org and Sent Status is updated to “Success” and the Delivery Status is updated with the one shared by the SMS provider. Additionally, the Status field shows the overall status of the outgoing messages.

Yes, you can give license to users in bulk with the help of Data Loader. For more details , click here .

Yes, you can add a opt-out message disclaimer at the end of the message body asking your recipients to opt-out by replying with the opt-out keyword e.g. To opt-out reply with STOP and an automation process can be configured which would check the SMS opt-out field available on that record page layout.

Fresh installation of SMS-Magic application is required in new Salesforce org. Every instance of salesforce have unique SMS-Magic account ID.

You have to raise a case by sending email at care@screen-magic.com with the following details of new and old org –

1. Salesforce Org ID
2. SMS Magic Account ID We will transfer Incoming Numbers, SMS Credits to the new Salesforce and SMS Magic account ID.

There are two options for sending bulk SMS from record list view –

With the help of Send Bulk SMS button, you can send/schedule SMS from the record list view. Using Converse App Bulk Action you can send/schedule bulk SMS from the record list view.

Follow the given procedure to resend failed messages:

1. Under SMS History object, check the Sent Status field for the SMS. — If the sent status of the SMS displays Failed, select all such failed SMS from the list view.
2. Click Resend SMS list button to resend these SMS.
3. If SMS delivery fails due to insufficient SMS credits, customers can recharge their SMS-Magic account and raise a case to resend failed SMS. Our Customer Success team can help you in the process if you provide them with the following details – The preferred date range for sending the SMS — Your account ID.

By default you can create templates for Leads & Contacts. But if you want to create template for any other object, then you first need to create Template Type for that object from SMS Settings tab of SMS Magic Interact app.Then you can create template for that object by selecting “template type” as that object from SMS Template tab. To configure the template type please goto “http://www.sms-magic.com/sms-templates/” and follow the steps mentioned to configure template type.

Dates can be stored in various formats in the SF org according to user’s preference & country. Though you see the date in your preferred format, it will get fetched with the code in standard format of “YYYY-MM-DD” only (it gets automatically converted to the above mentioned format and It can not be changed). But there is a work around with which you can access date field in required format in SMS Template. The workaround is- You can create new formula field on the same object of type text Formula value should be – TEXT( DAY(Date Field)) & “/” & TEXT(MONTH(Date Field)) & “/”& TEXT(YEAR(Date Field)) This field will store the text version of Date Field in dd/mm/yyyy format. Then you can use this formula field in SMS Template in place of Date field and it will work as per your requirement.

We support lookup fields in SMS template e.g. you can fetch the owner information of Contact by selecting Owner from the second drop down (As Contact Owner field is of data type “Lookup(User)”) But SMS Template do not support fields with data type Lookup(User,Queue) Lead owner is of data type Lookup(User,Queue) due to which we can’t use Lead owner information directly as merge fields in SMS Template. As a workaround for this problem, we suggest you to pull the information (which you want to use in SMS Template) of Lead owner on Lead record itself by using formula fields and then you can use these formula fields created in SMS Template.

The field which will populate the name of the user who is sending messages is {!$User.name} You can get this from the drop-down list while creating templates. Once you select user, you can select any user field from the second drop down which you want to use in SMS Template. After selecting field, click on insert button and automatically that field of the user who is sending message would be rendered when you will use this template while sending out message.

If you are using your own code to send SMS and automate the process and you are also looking forward to using dynamic fields in the SMS text, you would need an additional bunch of code to resolve the merge fields before sending the SMS. Check this for more details: http://www.screen-magic.com/resolve-templates/

Follow the below steps to setup new sender ID from SMS-Magic Converse:

Converse settings >> Sender ID & Assignment >> Add Sender ID.

Sender IDs are governed by country-specific restrictions. You can configure the Company name as a Sender ID only if the country in which your business is operating, permits it.

You need to assign a sender ID to the user from the converse settings under sender ID and assignment. Also, you can set the sharing settings rule to make the sender ID visible only to that user.

Also, if you want to set the default sender ID for a user, you need to raise a case at care@screen-magic.com and the support agent will configure the same through the grant account login access.

If you would like to send an automated SMS when a new task is created or edited to meet a certain criteria, then you need to create the process builder to meet this requirement. The XML configuration needs to be created on the Object on which you are creating the task. You can refer to the following link for steps to create the XML configuration: http://www.screen-magic.com/configure-sms-automation-using-workflow-rules/ In this particular scenario, you can send automated SMS when the task is created on leads object and the XML configuration is also created on lead.

Following are the steps to create the process builder:

1. Select “Task” as the object to start the process and the select the process to start only when the record is created.
2. Enter the criteria as per your requirement. In the following screenshot, I have set the criteria as the task subject should not “SMS Notification” and the task should be related to Leads object.
3. After saving the criteria, enter the immediate action as “Create a record” and select Task as the record type to create.
   Specify the value for the following fields while creating the task record:
   1. Description: Enter the XML configuration that you have created in order to send out the automated SMS. The configuration needs to be created on the Object from on which the task will be related to. In this case, the configuration is created on Leads object.
   2. Priority: Set the priority of the task as per your requirement.
   3. Status: Enter the status as completed if you would like the task to be added to the Activity History related list. Otherwise, set any other value if you would like the task to be added to Open activities related list.
   4. Subject: Enter the subject as SMS Notification e.Related To Id: It should be the task What ID. f.Name Id: Set the Name Id as task Who Id. You should be able to send Automated SMS on task creation using by referring to this guide.

To send automated SMS when a Lead is created, all you need to do is configure a workflow rule on the Lead object with the below configurations:

Go to “SMS on workflow” addon from the app drop-down on the top-right corner in your org and create a new XML. Choose all the necessary details for the SMS to be sent out when the workflow rule is triggered Choose the recipient type. If you wish to send SMS to the Lead, choose “Mobile phone field” and choose the field containing the contact number in the “Available Recipients” section Choose the value for the Name field, sender ID and the Template. Click on “Create”. A new XML would be created for this which you need to copy. Create a workflow rule on Lead and set the Evaluation Criteria as “whenever the record is created” Paste this XML configuration in the comment section of the task associated with the Workflow rule and activate it.

You can set up auto response messages on incoming SMS using SMS on Workflow feature. With SMS on workflow you can define actions for workflow rules & send auto replies to incoming queries.

For e.g.: if you receive response as Yes from your customer send auto response as “Thank you for showing interest” For this, you need to understand how to use “SMS On Workflow” feature. You will have to create a workflow rule on Incoming SMS object and then set up the workflow for sending auto message. Create SMS Template for auto response with template type as “Incoming SMS”. Generate “Configuration Name” with SMS On Workflow addon Setup Workflow rule on incoming SMS object Set an action as “Create Task” & Paste the Configuration Name generated in step 2 in this Task comment section. Activate the workflow rule

To enable Template/SenderID restriction for a particular user, we can create a group of users and restrict the access of the these objects to those particular groups only. Below are the steps:

1. First, create two records in these objects(based on the country)
2. Create a group of users based on the privileges that you want to provide. Go to setup-> Administration Setup -> Manage Users -> Public Groups-> Click on “New” Button.
3. In search drop-down list select “User” (if you would like to do it on the basis of users)/“Role and Internal Subordinates”.
4. Click save.
5. Now go to Setup-> Administration Setup-> “Security Control” -> “Sharing Settings”-> ” SMS Template Sharing Rules”/”SMS SenderID Sharng rules” -> Click on “New” button.
6. Give this rule a unique and self-explanatory name.
7. For “Select your rule type” Select “Based on Criteria”.
8. In “Select which record to be shared” select “SMS template name” “starting with” “template name(starting with the country name)”
9. In “Select the user to share with” Select “Public groups” and the group which you have created in “step 4”.
10. Sharing Setting-> Default Sharing setting-> click on Edit.
11. Change the default access for “SMS Template”/”SMS SenderID” object to “Private”. This would change the accessibility settings for all the templates/senderIDs.

Refer to the section on <strong>SMS-Magic Converse Permission Details</strong> in the <a href=””https://www.sms-magic.com/converse-admin-guide-1-59/””>SMS-Magic Converse Guide for Salesforce Admin</a> for more details on assigning permissions in SMS-Magic Converse.

Follow the below steps to troubleshoot the issue when a user with a ‘Guest User’ license creates Jungo Leads and tries to trigger SMS but the SMS sending fails:

1. Check if the task is getting created on lead creation. If the task is not getting created, check the XML configuration and the workflow rule, also check if the process builder is configured correctly. Also, check that the rule is active and the record qualifies all the criteria mentioned in the rule for the action to be triggered.
2. If the task is getting created and still the SMS is not sent, follow these steps: Check object level permission- We need to check if the Guest user has object level permission on Jungo Leads. In order to grant object level permission to Guest User for Jungo Leads object, please follow these steps:
   1. Login with subscriber access of the System Administrator.
   2. Click on Setup and type Users in Quick Find/Search.
   3. Click on the Username of the Guest User and select his Profile.
   4. Click Edit on the Profile and scroll down to the Custom Object Permissions section.
   5. Grant Read, Create, and Edit permission on Jungo Leads object on the profile and Save. To check if this permission is enabled on the profile, we can provide the customer with the following snippet and ask them to run the snippet in the workbench to see if the user has object-level access: DescribeSObjectResult result = Schema.getGlobalDescribe().get(‘<Put Object Name Here>’).getDescribe(); System.debug(‘Object Accessible:’+result.isAccessible()); System.debug(‘Object Createable:’+result.isCreateable()); System.debug(‘Object Updateable:’+result.isUpdateable()); System.debug(‘Object Deleteable:’+result.isDeletable()); for (Schema.Sobjectfield obj : result.fields.getMap().values()) { Schema.DescribeFieldResult fldResult = obj.getDescribe(); System.debug(‘Field Name:’+fldResult.getLabel()+’;\tField Accessible:’+fldResult.isAccessible()+’;\tField Createable:’+fldResult.isCreateable()+’;\tField Updateable:’+fldResult.isUpdateable()); }
      
      Check Field Level Permission- Check whether the Guest User has access to all the fields on Jungo Leads object. We can check Field level permissions by following these steps:
      1. Click on Setup and type Users in Quick Find/Search
      2. Click on the Username of the Guest User and select the Profile of that user.
      3. On the Profile, scroll down to the Field-Level Security section and click on View next to Jungo Leads object.
      4. Click on the Edit button and grant Edit Access to all the fields wherever applicable. Read Access will be granted by default on system generated and formula fields.
      5. Click on Save Check Record Level Permission- We also need to check whether the Guest user has record level accessibility for a particular Jungo Lead record. In order to check this permission, we need to check Sharing Settings for Jungo Leads in the Org. If the Sharing Setting is set to Private then we need to create a Jungo Lead sharing rule in order to grant access to the user.
         
         Following are the steps to create a Sharing rule on Jungo Leads:
         1. Click Setup and type Public Groups in Quick Find/Search.
         2. Create a new Public Group which consists of the Guest User so that we can share records with this Public group.
         3. Once the group is created, Go to Sharing Setting and scroll down to Jungo Leads Sharing Rules section.
         4. Click on New to create a new sharing rule and enter the criteria for sharing records with the Guest User.
         5. Click on Save and the sharing settings of the Org will be recalculated.