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 individual number.
Fastcall packages a report of phones so you can list all your phones and capabilities.
Set up SMS templates
SMS templates can be accessed via Fastcall Settings > Admin Settings > SMS Templates. Here you can see all templates set by your users, and also create them centrally and assign them to specific users and groups.
Fastcall supports a merge function for your SMS template. This is very similar to an email merge. You can create the merge templates as a Salesforce email template and paste them into a Fastcall template. Fastcall supports most fields across objects.
You can organize your templates with tags and we give a search box. Tags should be previously added to each message on the detail page.
SMS has the availability to add basic merge fields in Templates.
Fastcall SMS merge example
Hi {!FirstName}
You are {!Title} at {!Name} or {!Company}?
We often work with companies in {!Business_Category__c}.
This phone {!Phone} is the best number to call you?
Did you know that Fastcall now supports SMS merge? Very similar to email.
thanks.
{!User.FirstName}
{!User.Email}
SMS notification
Fastcall has a few options for notification. We have several user settings: forward SMS to email or to a user’s mobile phone. Fastcall supports Salesforce notifications (desktop and mobile); Fastcall can also send a notification to Chrome with an option to play a sound.
SMS in Open CTI
Fastcall enables SMS in the Open CTI application. Users can SMS reply to a phone call. In OpenCTI SMS is limited to the user. These are user messages. OpenCTI – of course – is how Salesforce manages phone calls.
OpenCTI shows a user’s recent calls, and SMS and gives the user settings. The updated interaction component allows multiple users to interact with the Lead or Contact.
Fastcall interaction component
We’ve added a new Lightning Component for interactions. Unlike the OpenCTI component which is tied to the user, this new interaction component is tied to the record. Multiple users can message the Lead or Contact. The interaction component is also available in Salesforce Mobile.
Fastcall Thread Interaction in Salesforce Mobile
Quick view of your conversation, showing Inbound/Outbound Calls, interacting with SMS.
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 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 v8.0.0, 2023-09-06