Text Notifications

Text Notifications

(entails creation of 1 custom field and 1 automation either in Flow orProcess Builder)

In the steps below we’ll send a text to a Contact Owner when an incoming message arrives. The text will be sent to the user’s personal cell phone number and will contain a link to open the Contact’s record within the Salesforce mobile app to continue the conversation.

Create a custom field on the User Detail record called ‘Mogli-Formatted Mobile’

1. From Setup, select Object Manager and click User
2. Click Fields & Relationships
3. Click New, Select the Text radio button and click Next
4. Enter a Field Label of ‘Mogli-Formatted Mobile’, add a Length of 20 and click Next, Next, and Save
5. Access your user detail record and populate the ‘Mogli-Formatted Mobile’ field with your number in this format: +12223334444

OPTION 1: Create a FLOW on the SMS object called Incoming Text Notification to Contact Owner

1. Use a Record-Triggered Flow when a SMS record is created:
2. Define your criteria for SMS = Incoming where all conditions are met:
3. Create a formula resource for the message body with a text data type.
4. From the Elements panel on the left, select Create a Record for the Action Type and drag it onto the building canvas.
5. Name the Action “Text Contact Owner.” Select SMS as the Record Type. Choose to create one record with separate resources and literal values.
6. Populate the fields as follows, and Save:
   1. Direction = Outgoing
   2. Message = Sample
      1. "New text message from " + [Mogli_SMS__SMS__c].Mogli_SMS__Contact__c.FirstName + " " + [Mogli_SMS__SMS__c].Mogli_SMS__Contact__c.LastName + ". Message: " + [Mogli_SMS__SMS__c].Mogli_SMS__Message__c + " Reply here: https://YourURLHere/" + [Mogli_SMS__SMS__c].Mogli_SMS__Contact__c.Id 
   3. Phone Number = Field reference from SMS > Contact > Owner > Mogli-Formatted Mobile
   4. Gateway = ID of choice (found within the URL of the Gateway record)
   5. Status = Queued
7. Activate and test. Here’s an example text message notification:

OPTION 2: Create a PROCESS BUILDER on the SMS object called Incoming Text Notification to Contact Owner

1. Start your process when a record is created, and check the box for Recursion:
2. Define your criteria for SMS = Incoming where all conditions are met:
3. For Immediate Actions, select Create a Record for the Action Type.
4. Name the Action “Text Contact Owner.” Select SMS as the Record Type.
5. Populate the fields as follows, and Save:
   1. Direction = Outgoing
   2. Message = Sample
      1. "New text message from " + [Mogli_SMS__SMS__c].Mogli_SMS__Contact__c.FirstName + " " + [Mogli_SMS__SMS__c].Mogli_SMS__Contact__c.LastName + ". Message: " + [Mogli_SMS__SMS__c].Mogli_SMS__Message__c + " Reply here: https://YourURLHere/" + [Mogli_SMS__SMS__c].Mogli_SMS__Contact__c.Id 
   3. Phone Number = Field reference from SMS > Contact > Owner > Mogli-Formatted Mobile
   4. Gateway = ID of choice (found within the URL of the Gateway record)
   5. Status = Queued
6. Activate and test. Here’s an example text message notification: