SMS - Fastcall

Fastcall > Training Resources > User Guide > Module – Fastcall Core > SMS/MMS

This unit covers the basic Short Message Service (SMS) functionality of Fastcall. By the end of it, you will be able to send and receive SMS messages. This relies on your administrator setting up SMS functionality for you – it’s not available until they do this.

SMS on the softphone

Once the SMS is enabled, you can see your SMS in the Fastcall interaction history threads interacting with recent calls, WhatsApp, and voicemails.

Clicking an SMS message you will see the details of that specific SMS message open in a salesforce tab.

Sending SMS messages

To send an SMS message, you can either:

Just click the phone number on any Salesforce record when the SMS button is selected in the Record Interactions Thread list.
Use the dial pad.
Reply to an existing interaction thread in the softphone.
You have the option to use a template as described below.

Softphone

If the Caller ID selected has both SMS and WhatsApp enabled, to send an SMS message, you have to choose the SMS channel in the Message Channels menu in the record interactions thread.

You are now ready to send and receive SMS messages in Fastcall.

Receiving SMS messages

When you receive an SMS message you have a few options for notification. The messages will be in the recent interactions threads list. SMS can also be surfaced in a Salesforce List View or Report. Check with your admin for more details.

SMS Handling Based on Phone Assignment

In Fastcall, phones can be assigned either to individual users or to a group. How incoming SMS messages are handled depends on who the phone number is assigned to:

Assigned to You: If a phone number is assigned directly to you, any SMS messages sent to that number will go straight to you.
Assigned to a Group via IVR: If a phone number is assigned to a group through an IVR, all group members will see the incoming SMS. However, the first person to read the message will keep it, and it will disappear from the others’ views. If needed, you can undo this by clicking the envelope icon to mark the message as unread.

The key point is that the assignment of the phone number decides the “internal audience” and who within your organization can see the conversation. This is important because the IVR might direct messages to different groups or handle them in different ways.

However, this is changing now with conversations, which has its own doc page.

Caller ID Settings

You can change the phone number that appears when you send messages or make calls by adjusting the Caller ID settings:

If you want to use a different number for a specific message or call, click the gear icon at the bottom of the message text area. Under “Caller ID Settings,” you can select a different number for just that conversation. These settings only apply to that particular message or call you are working on.