With this tool, you can automate your text messages using the power of Workflow Rules. MercurySMS supports outbound, inbound, bulk messaging, and opt-out management. What this means for you as a customer is that your admins and developers that are familiar with the Salesforce Platform will have an easier time taking this up and working with it than applications that leverage the Salesforce Platform but were not built on it. MercurySMS offers a lot of the same features as other text messaging solutions on the market that integrate with Salesforce with one notable exception, it’s built on the Salesforce Platform. This math is hard for me to project because customer behavior is always hard to predict. This all affects the billing cost of the solution. If a client speaks with you over a 3 day period that could be considered 3 conversations. The considerations here are how that might impact your planning for the number of conversations per month if agents close conversations earlier than the client needs or your customer behavior extend the conversation into more than 1 day. The benefit is you can have as many messages as you want in 1 conversation, in a 24-hour period. When the agent closes the session that counts as one conversation. These are typically short exchanges to resolve a short-term issue. Conversations, where an agent or customer initiates communication and keeps it going, are considered conversations. Note that these are typically not channels that the customer would reply to and have a conversation with you. The automated message could be when an order is on its way with a tracking number and when it has been delivered. The model Salesforce has supports both automated text messages and 1-to-1 messages started by a support agent. Salesforce offers a product called Digital Engagement, it’s part of the Service Cloud product list. If your business process and use case allow you to text message customers with consent there are a few options. Sending Text Messages with Salesforce – 3 Ways Just because you have been given a customer’s phone number does not mean that you can communicate with them using that method without consent. Please note that there’s a fine line from the FTC for not properly following TCPA regulations. Make sure that each message is at least a sentence long and make it clear who sent the message. Please ensure that there is a way to unsubscribe from the text messages and revoke consent if it was previously given. Non-profit organizations and some entities do not have these same rules, for now, let’s focus on the commercial business application.
If you are a commercial business in most cases you must get written consent from your customer that they can be reached by text message. According to the FTC website at the time of writing this blog, there are some basic requirements that must be met in order to text a consumer. Please always refer to or your legal counsel for advice on what could be a liability to your business. Send Text Messages with Salesforceīefore we dive into whether or not Salesforce can send text messages we should spend some time talking about whether or not your company is eligible to use Salesforce to text your customers. If you have consent, we will be reviewing to send text messages with salesforce using Salesforce, built on Salesforce applications, or applications that integrate with Salesforce.
Prior to sending text messages with Salesforce, we encourage you to examine whether or not you have consent from a customer to text them. With this blog post, we’ll discuss 3 ways to send text messages with Salesforce.
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