Suggested Search: Admin Guide, User Guide, Release Notes
Suggested Search: Admin Guide, User Guide, Release Notes

FAQ

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89. How to enable access to SMS Magic Interact for a newly created profile

Here is the list of different categories where you should provide the complete access to all the objects belonging to SMS-Magic Interact application:

  1. Apex class permissions
  2. VF page permissions(To be able to send SMS)
  3. Custom permissions(to enable the Send SMS buttons for these profiles)
  4. Object permissions for all the objects belonging to SMS Magic Interact. To enable this, go to Setup -> Manage -> Profiles and make the necessary changes.

Due of the same lack of permissions, sometimes SMS records are created in SMS History tab, but SMS are not delivered to the handset. This issue occurs when the User who is trying to send the SMS, doesn’t have the permission to edit the below objects:

  1. Object’s Name:
    1. Action On Incoming SMS
    2. Error Log
    3. Filter Setting
    4. Incoming Alert Configuration
    5. Incoming Lookup
    6. Incoming MMS Detail
    7. Incoming SMS h.LV MMS Detail
    8. List View Configuration j.List View Execution
    9. MMS Detail
    10. Optout Settings
    11. SMS Alert
    12. SMS Batch Execution Tracker
    13. SMS History
    14. SMS Schedule
    15. SMS SenderId
    16. SMS Template
    17. SMS Template Type
    18. Scheduled SMS
    19. SenderId Profile Map
  2. Custom Setting’s Name:
    1. Accessible Channels
    2. Acknowledgment Popup Setting
    3. Conversation View Setting
    4. Duration To View History For Incoming
    5. SMS Magic Package Type
    6. SMS Magic Security Setting
    7. SMS Magic SetUp Tracker
    8. SMS Magic URL Setting
  3. Update Related List On Lead Conversion If the user is using a pre-configured template, they also need to have a complete access to the Dynamic fields used in the SMS template.

Please check the profile of the user and the field-level access of this profile to the above-mentioned objects. You can do the same by following the below steps:

  1. Go to Setup -> Manage users -> Profiles
  2. Select the profile and edit it
  3. Go to “Custom object permissions” section, make the above three objects permission for both “View all” and “Modify all” and Save If the above settings have been done and the user is still not to send an SMS successfully, please check the field-level security permissions for the objects (SMS History, SMS SenderIDs and SMS templates) as well. Go to Setup -> Create -> Objects -> Select the object In the “Custom fields and relationships” section, check that the fields have the access “Field-level accessibility” to the User profile in the picture. Once all these settings are taken care off, the User will be able to send the SMS successfully.

90. How does TCPA apply to messaging?

SMS-Magic Provides you Compliance Framework that you configure to be TCPA Complaint. We can setup the configurations with respect to either the sender ID or the mobile number wise or with both the configurations in salesforce. You can write down to care@screen-magic.com to know more.

91. How does GDPR apply to messaging?

The GDPR regulates the “processing” of personal data of any EU resident (who is referred to as a “data subject”). “Processing” includes the collection, storage, transfer, or use, of personal data. This means that any company that processes the personal data of any data subject, regardless of where the company is based, is subject to the rules of the GDPR. Additionally, the GDPR defines personal data very broadly, and includes name, email, demographic information, real-time location, online activity, and health information, to name a few. As the messaging service platform, Screen Magic receives billions of data points from all over the globe, including data points that are or contain personal data from data subjects. This means that both Screen Magic and our customers sending us data will need to comply with the requirements of the GDPR.

92. How to configure your Desk?

To configure your desk, refer to the Admin Guide here.

93. How to do Event based triggers / Automation?

You can use process builders along with the converse app to do event based triggers or automation

94. How to build/Choose a Dashboard?

You can create a dashboard through “Report” object in the salesforce CRM.

95. How are you different compared to other competitors?

To get a detailed comparison sheet, write to us at sales@sms-magic.com.

16. How to create sender Id in Converse?

Refer to the topic on Add a Sender ID in the SMS-Magic Converse Salesforce Admin Guide.

17. What are the different fields available on SMS History and conversation objects?

The following SMS History fields are available in the managed package:

  1. Campaign – Lookup of Campaign object
  2. Case – Lookup of Case object
  3. Contact – Lookup of Contact object
  4. Conversation – Lookup to conversation
  5. Converse App – Lookup to Converse app if message is triggered from converse app
  6. Converse App Action
  7. Converse App Task
  8. Country – If the country settings is selected as ‘All’ and country code is added to mobile number, shows the country name
  9. CreatedOn – Created date
  10. Delivery Error Message
  11. Delivery Status – Delivery report of outgoing message
  12. Direction – Shows direction of the messages IN for incoming and OUT for outgoing
  13. Disable SMS On Trigger
  14. External Field – Unique ID of the record
  15. Lead – Lookup of Lead object
  16. Message Credits – Shows how many SMS credits were consumed for that SMS
  17. Message Type – Shows if it is SMS /MMS
  18. MMS Subject – If it is MMS, show the subject of MMS.
  19. Mobile Number – Shows the mobile number used for sending the outgoing message
  20. ObjectType – Shows the object name from where the outgoing text was triggered
  21. Opportunity – Lookup of Opportunity object
  22. Previous Message – This field populated the lookup of last outgoing message in case of an incoming message
  23. SenderId – Shows the senderID used for sending/receiving message
  24. Sent Status
  25. SMS Template – Lookup of the SMS template used
  26. SMSText – Shows the message body of SMS
  27. Source – From where the message was triggered
  28. Status – Shows the overall status of message
  29. Status Message
  30. Text Unicode – Shows if the text was considered unicode
  31. Unformatted Phone Number – Unformats the mobile number
  32. User

The following Conversation Fields are available in the managed package:

  1. Account
  2. Campaign
  3. Case
  4. Contact
  5. Converse App
  6. Converse App Action
  7. Inbound Number
  8. isUnread
  9. Last Incoming Time
  10. Last Message Direction
  11. Last Message Time
  12. Last Outgoing Time
  13. Lead
  14. Mobile Number
  15. Mode
  16. New Count
  17. Object
  18. Opportunity
  19. Purpose
  20. Sender
  21. State

102. Can we auto-pull pending messages when OAuth is revoked?

Yes, Your OAuth is revoked kindly notify the user (care@screen-magic.com) to reset the OAuth by following these steps to avoid failure of syncing of incoming messages and delivery reports.

18. How can we check the message was sent successfully?

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

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 displays “Submitted” in the initial stage, it means that the SMS request has been created successfully.

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 send an SMS from the SF org, a record is created in SMS History tab with the Sent Status as “Submitted”. This means that the 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 the 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.

19. Where to find my SMS Magic account ID and SMS credits available in salesforce ?

The SMS-Magic Account Id and remaining SMS credits are displayed on the SMS Home or Converse Home tab.

20. Does the user need SMS license to send messages from Converse ?

Any user who would be triggering manual or automatic message, needs an SMS-Magic license to send messages.

Please note that for automated messages, the user who would be fulfilling the criteria (mentioned in the automation flow) needs to have the SMS-Magic license. In short, when the conditions are satisfied by the respective user, as per Salesforce functionality, that user will become the owner of History record and our logic checks if that user has SMS- Magic license.

21. Can a sender Id be assigned to a user?

Yes, Sender IDs can be assigned to a user or a profile in the SMS-Magic Converse version. Refer to the Sender Id and assignment section in the SMS-Magic Converse Salesforce Admin Guide.

22. Can we activate incoming alerts to the user who sent the outgoing message?

Salesforce:
Yes, last sender incoming alerts can be activated in SMS Converse.

23. Can we assign a sender Id to multiple users?

Yes, Sender ID can be assigned to multiple users and also have incoming email alerts enabled.

24. How can we give SMS license to users in bulk?

Bulk SMS licenses can be provided to users with the help of Data Loader. Click here for more details.

25. What is Oauth? Is it necessary to enable the OAuth?

SMS-Magic is a connected app on Salesforce for authentication of Data and to push data into Salesforce. As SMS-Magic sends Delivery reports and Incoming SMS back to Salesforce we use OAuth for this purpose.

If someone revokes OAuth access from Salesforce or if your access rights get expired, you may face the following issues:

  1. Your Salesforce Org will no longer receive inbound SMS
  2. You will no longer receive delivery reports for outbound SMS

In order to continue receiving benefits from SMS-Magic, you need to reset OAuth. Resetting OAuth can be done by following a few simple steps, as follows:

  1. Login to SMS-Magic Portal through Salesforce
  2. Switch to SMS Magic Converse, go to the Converse Settings page, and click Reset.

3. Ensure that the green checkmark appears on the following page indicating that the access is granted.

account created

26. Can we give our recipients the option to opt out of the messaging service?If yes, how?

Yes, you can add an 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. You can also configure an automation process that checks the SMS opt-out field available on that record page layout.

27. Can we restrict users from sending messages to Opted out records?

Yes, we have custom settings named SMS-Magic Converse.smagicinteract.AllowToChangeOptout which can be disabled at the profile level. On removing this permission the user will no longer be able to send messages to opted-out records.

28. Can we send messages to more than one mobile number in a go?

Yes, we can send messages to more than one mobile number in a go

29. Where can we specify/change the mobile number fields used for sending messages?

Follow the given procedure to specify or change the mobile number fields:

  1. Under Converse Settings, click Message object configuration.
  2. Select the Object.
  3. Select the Name field.
  4. Add or Edit the Mobile Phone.
  5. Refer to the SMS-Magic Converse Salesforce Admin Guide for more details.

30. Can we send Bulk messages to selected list of records?

Yes, we can send Bulk messages to a selected list of records in Salesforce.

31. Can partner community users use SMS Converse and, if so, what permissions do they need?

Yes. SMS-Magic Works with partner community user of Salesforce. You can give the users “SMS-Magic Converse User” Permission Set and grant access to the Visualforce pages for Conversation View.

Refer to the section on SMS-Magic Converse Permission Details in the SMS-Magic Converse Guide for Salesforce Admin for more details on assigning permissions in SMS-Magic Converse.

32. Can we send messages from custom object?

Yes, we can send messages from custom object.

33. Can we use custom email template for incoming SMS alert?

Yes, we can use a custom email template for an incoming SMS alert.

34. Can we create reports by extracting data from all the people we sent the messages from salesforce i.e mobile number, sent status, delivery status etc?

Yes, we can create the report on SMS History object by referring the fields mobile number, sent status, delivery status and so on.

35. Is it possible to set up groups to text at once? Is it possible to save this group for re use?

Yes you can create groups. Though you cannot reuse groups, however, if a custom list is created as per their condition, on the object, you can send bulk messages to those list of records selected from the List view.

36. Do all the users assigned to the sender ID get the Incoming message email or just the last person who texted them?

All incoming notifications in the managed package can be defined under Converse Settings. You can configure the settings to allow email alerts for incoming notification to be sent to the last sender or the user to whom the Sender ID is assigned. This is the default setting the app offers.

In addition to this, we can also customize the configurations for alert notifications on Incoming messages based on individual requirement.

37. What permission sets do I need to give a user to have access to the dashboard ?

User should have the object level & field level permission on all the SMS objects.

38. Can we change our standard SF mobile field to a custom field? If yes, can we still map this to send SMS’s?

You can map standard as well as custom mobile fields to pick the mobile number from, while Sending SMS.

39. Can we create a new case on receiving incoming message?

No, this works as per the incoming SMS notification which is configured from the Converse settings tab.

40. Can we update a field on receiving incoming response?

Yes. Using Salesforce’s process builder tool we can update a field on receiving incoming response.

41. Is it possible for our users to create an out of office auto text response if they are going to be away from the office for a period of time?

Yes, you can set-up auto response based upon hours by using Salesforce Standard functionality. You can set up an Out-Of-Office auto-response as per your business hours by using the SMS-Magic app with standard Salesforce functionality.

42. We have setup a new Salesforce org. How can we get our SMS Magic account ID and credits transferred across?

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

43. What does Sent Status and Delivery Status field available on SMS History object signifies ?

Sent Status signifies the journey of message from Salesforce to SMS Magic server. Whenever a outgoing History record is created, the initial value of SentStatus is ‘Submitted’ that means the record is forwarded to SMS Magic servers.

On the other hand, Delivery Status gives the real time delivery of the outgoing message. Once the record is created at SMS Magic servers, it pushed to provider’s end for further processing. As soon as we receive the delivery report from the provider the SentStatus is updated to ‘Success’ and Delivery Status to the one shared by the provider.

44.Where to find my SMS Magic account ID and SMS credits available in salesforce ?

You can check the SMS Magic AccountId and remaining SMS credits by going to SMS Home or Converse Home tab.

45. Can a sender Id be assigned to a user?

Yes, Sender IDs can be assigned to a user or a profile in the SMS-Magic Converse version. Refer to the Sender Id and assignment section in the SMS-Magic Converse Salesforce Admin Guide.

46.Can we activate incoming alerts to the user who send the outgoing message?

Yes, last sender incoming alerts can be activated in SMS-Magic Converse. For more details, refer to the Manage Notifications section in the SMS-Magic Converse Guide for Salesforce Admin.

47.Can we assign a sender Id to multiple users?

Yes, Sender ID can be assigned to multiple users and also have incoming email alerts enabled.

Important Announcement!

URGENT! Please register the 10-digit business phone number (e.g. 555-555-5555) that your organization uses to send texts to consumers in the U.S. Failure to register may cause heavy penalties and disruption to all your text messaging communications.

More Information and Register Here