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Unit – SMS

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 widget

Once SMS is enabled, your widget will have a new tab on the bottom for SMS. Clicking on this tab will enable you to see inbound SMS messages, and you can click on the message to see more.

Tip: You can phone reply to an inbound SMS (phone icon). And you can SMS to a phone call.

Clicking a SMS message you will see the detail with two tabs, the body and the detail of that specific SMS message.

On the SMS detail screen, you have the option to navigate to the Salesforce Task.

Sending SMS messages

To send an SMS message, you can either:

  • Just click the phone number on any Salesforce record when the SMS tab is open on the widget
  • Use the dial pad
  • Reply to an existing message in the widget
  • You have the option to use a template as described below

Receiving SMS messages

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

SMS notification

Fastcall has a few options for notification. We have several user settings: forward SMS to email or to a user mobile phone. Fastcall supports Salesforce notification (desktop and mobile); Fastcall can also send a notification to Chrome with an option to play a sound.

SMS Templates

SMS – Basic template

You can speed things up by using SMS templates. These are added by yourself via Fastcall Settings > User Settings > SMS Templates, or by your administrator. Once you have a template, you can select it in the widget when composing an SMS message.

SMS – With Merge Fields

SMS has the availability to add basic merge fields in Templates. To create a new template add the name, user, and text. 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.

Add SMS Template

Go the object example lead, click on the number and then add the template from the menu to the body

Insert SMS Template

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 Interaction Component
Interaction component added to the page layout

Fastcall Thread Interaction in Salesforce Mobile

Quick view of your conversation, showing Inbound/Outbound Calls, interacting with SMS.

Fastcall in Salesforce Mobile – Thread View

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.

Fastcall SMS Opt Out checkbox on the SMS object.

To learn how to set SMS by the administrator please see the admin training page.

Last updated: Fastcall v7.72, 2022-08-15

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