Messaging

Fastcall > Training Resources > User Guide > Module – Fastcall Core > Messaging

This unit covers the user functionality behind messaging, including SMS and WhatsApp messages. You have more specific information about SMS and WhatsApp in the next units.

Caller ID

In the softphone settings at the top left menu button, you can select the Caller ID you want to use for messaging.

In the list, you will see if the Caller ID has enabled WhatsApp, SMS, or both.

In case you don’t want to change the main Caller ID for voice calls, there’s a way to select a particular Caller ID for messaging 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.

There’s also another feature of the thread conversation that selects the Caller ID and Message Channel based on the latest thread item. So for example, if your main caller ID has Voice and SMS but not WhatsApp and you step over a thread that had a conversation initiated using a WhatsApp caller ID, then Fastcall will automatically match the caller ID being used in that conversation without having the user to select anything.

Message Templates

Basic template

You can speed things up by using message templates. These are added by yourself via Fastcall Settings > User Settings > Message Templates, or by your administrator.

Once you have a template, you can select it in the widget when composing an SMS message.

With Merge Fields

You can add basic merge fields in Templates. To create a new template add the name, user, and text. You can also add tags to better organize them.

For merge fields, we will support common fields taken from the object you are messaging (Leads, Contacts, etc.) For example: Hello {!Name} can be used for Leads or Contacts. These templates are similar to email.

Softphone

Go to the interaction thread, and click on the “Insert template” button. A list of available message templates will be shown. You can filter the list by tags.

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.