This unit covers the admin functionality behind SMS messages. By the end of it, you’ll be able to set your users up to use SMS messages in Fastcall. End-user training for SMS is found here.
First, enable SMS for your org
After your Fastcall account has been upgraded to use SMS capability, you can turn it on at an account-wide level in Fastcall Settings > Admin Settings > Call Handling > Upgrade Features with the ‘Enable SMS’ button. You can also enable SMS by List here if your account has that capability.
Enable phone numbers with SMS capability
SMS functionality must be enabled per provisioned phone number. Not all phones will have SMS capability. Go to Fastcall Settings > Admin Settings > Phone Numbers > Manage Phone Numbers and check the SMS Enabled button at the bottom of the settings for each number.
Fastcall outlines the registration requirements for SMS on this page.
Fastcall packages a report of phones so you can list all your phones and capabilities. In Salesforce reports, look for “VoIP phones” in the Fastcall folder.
SMS in the Salesforce Utility Bar (Open CTI)
Fastcall enables SMS in the Open CTI application in the Salesforce Utility Bar. Users can SMS reply to a phone call. In OpenCTI SMS is limited to messages assigned to the user as described in the next section. These are user messages. OpenCTI – of course – is how Salesforce manages phone calls. Fastcall threads calls and SMS together.
OpenCTI shows a user’s recent calls, and SMS and gives the user settings. SMS templates are available as shown in the image.
Fastcall Interaction Component (optional)
The Fastcall interaction component it’s a Lightning Component optionally added to the page layout that allows multiple users to interact with the Lead or Contact.
Difference Between the Open CTI and the Interaction Component:
- Open CTI on the Utility Bar: In the Open CTI, users can see all messages related to the record (to anyone) as well as messages they have sent themselves. This means users will only see calls and SMS messages that are specifically assigned to them.
- Interaction Component on the Lightning Page: In the Interaction component, users can view all messages related to the record (to anyone) and messages from any user. This allows users to see all SMS messages and calls associated with the record, regardless of who they are assigned to.
However, this is changing now with conversations, which has its own doc page.
SMS based on phone assignment
In the Fastcall system, phones can be assigned either to individual users or to an Interactive Voice Response (IVR), as detailed in the Managing Phone Numbers module. The behavior of inbound SMS messages depends on the assignment of the phone number:
- User Assignment: When a phone is assigned to an individual user, any inbound SMS will be directed to that user.
- IVR with Group Assignment: When a phone is assigned to an IVR linked to a specific group, the SMS will be accessible to all members of that group. The first user to read the SMS will retain the message, and it will be removed from the other users’ views. If necessary, the “message read” status can be undone by closing the envelope icon.
The key factor is the assignment of the phone number, as this determines the “internal audience” for any conversation. It’s crucial because the IVR associated with a phone number may route messages to different groups or even a different type of IVR.
Caller ID settings
You can also change the Caller ID to send messages or call, from the Caller ID settings icon in the footer.
In case you don’t want to change the main Caller ID for your user, there’s a way to select a particular Caller ID for messaging or voice calls by clicking the gear icon at the bottom of the message text area. The section is “Caller ID Settings” and those settings only apply to Messaging or Voice calls in particular to that thread.
You have more information about assignment based on Caller ID on the conversation unit.
SMS automation
Fastcall supports automation for SMS via Salesforce Flow or API. Documentation is found here.
SMS logging
Fastcall logs SMS similar to calls. We create a record in a custom object SMS and also create a Salesforce Task. SMS records can be available in the Salesforce View or Report. You should add the SMS custom object to your page layouts as you did with calls.
SMS Page Layout
The page layout for the SMS custom object can be edited. There is a related list for media (MMS).
SMS Opt-Out
Fastcall supports opt-out keywords when received as an inbound text. The only way to restart is for the recipient to send a START message.
There is a custom checkbox field on the SMS object. You should be sure to add this to your page layout and reports.
Train your users!
Merely turning on this functionality won’t result in SMS messages being sent. You’ll need to make sure your team knows how to use it (there’s a training unit on that!) and figure out how SMS messages can fit into your business process.
Last updated: Fastcall v8.6.4, 2024-08-22