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 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.
To learn how to set SMS by the administrator please see the admin training page.
Last updated: Fastcall v8.3.8, 2023-12-28