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user guide

Welcome to Mercury SMS, the application that enables you to communicate with your clients via SMS directly from your Salesforce CRM system!

In a world where we are connected to our clients in so many ways, via so many channels it is important to streamline the growing number of systems we use to communicate. Which is why it is so great that you’re able to send your SMS communications to your clients from your familiar Salesforce environment.

This User Guide will assist you with the installation, configuration and administration of Mercury SMS. It is anticipated that you will have Mercury SMS fully configured and operational within approximately 30 minutes.

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The Basics

What is Mercury SMS

Mercury SMS is an application that runs on the Force.com platform. It enables Salesforce Users to communicate with their clients via SMS.

It provides Salesforce Users with the ability to send individual SMS messages and bulk messages to any standard or custom phone field in Salesforce, including Standard and Custom Objects. Outbound messages can be constructed ad-hoc as required, or selected from a previously created template library and can also be triggered via Workflow Rules or Process Builders. Field value merging is supported allowing SMS messages to be personalised ‘on the fly’.

Mercury SMS also provides inbound messaging allowing clients to reply to a message or to opt-out of receiving further SMS communications.

How Mercury SMS Works

Mercury SMS uses an API to connect Salesforce with MessageMedia to send individual and bulk SMS messages to Leads and Contacts, along with any other Standard or Custom Object that has access to a Phone field.

To use Mercury SMS, a MessageMedia account is required. A free trial account will be provided for evaluation purposes during the 14-day free trial of Mercury SMS. This can be upgraded to a ‘Live Account’ once subscription to Mercury SMS has been completed.

Installation

Installation Instructions

To install Mercury SMS, click the ‘Get It Now’ button on the AppExchange listing.

Select whether you wish to install Mercury SMS into your Production or Sandbox environment. Enter your Salesforce User Name and Password and click Login.

Accept the Terms & Conditions, and click ‘Confirm & Install’.

Next, choose your security level and click Install. Note: We recommend selecting ‘Install for All Users’. However, if you don’t do this, you can update Profiles / Permission Sets later.

Next, ‘Approve Third Party Access’ and click Continue.

The application will now begin the installation into your Salesforce Org. When installation is complete, you will receive a message similar to below.

Congratulations! Your Mercury SMS application has been installed correctly. You are now ready to move on to complete the setup and configuration.

Assign Licenses

Mercury SMS is licensed on a per user basis. When you install Mercury SMS into your Salesforce Org, you will need to assign your Mercury SMS licenses to your Salesforce Users. To do this, follow the steps below:

  1. Click Setup > Installed Packages
  2. Click on ‘Manage Licenses’ for the Mercury SMS App
  3. Click Add Users
  4. Select the Users you wish to grant Mercury SMS to
  5. Click Add

Please Note: You do not need to assign Mercury SMS licenses if you are installing in a Sandbox.

Should you need to increase the number of Mercury SMS licenses, please email the request to support@aprika.com.

You can assign Users to the ‘Mercury SMS Full’ Permission Set to provide them with full access to everything they will need to be able to use Mercury SMS.

Setup & Configuration

Setup & Configuration Page Overview

Mercury SMS comes with a ‘Setup & Configuration’ page to help walk you through the 9 steps required to get you up and running. Please navigate to the Setup & Configuration page as shown below.

Lightning Experience                                                 Salesforce Classic

Setup & Configuration Page

Step 1 - Request a MessageMedia Free Trial

Note: This step is not required if you already have a MessageMedia Live Account. If this is the case, please proceed to Step 2.

To request your free trial account from MessageMedia, please ensure all of the fields are completed, as shown below and then click the ‘Request Trial’ button.

Once that has been done, you’ll see the status change as follows:

You will shortly receive your account details via email from MessageMedia. Please allow up to 1 hour for the Trial Account to be generated. The email will look similar to the following example:

Step 2 - Configure a Force.com Site

To enable Inbound SMS functionality, a Force.com Site needs to be configured. Step 2 of the Setup & Configuration page is to configure this Site.

Go to Setup and type ‘Sites’ in the left-hand Quick Search box. Then click ‘Sites’ as shown below:

Register a Force.com Domain

Note: This step only applies if you do not already have a Force.com Domain.

To register a Force.com Domain, follow the steps below:

  • Enter [Your Company Name] into the text box and click ‘Check Availability’

  • If the Force.com Domain Name is available, accept the Terms of Use checkbox and click ‘Register My Force.com Domain’. If it’s not available, choose another name for your Domain, such as an abbreviated or extended version of your business name.

Once you have a registered Domain, you will be able to create a new Force.com Site.

Create a Force.com Site

Click the ‘New’ button to create a new Site.

Configure your Site as shown below and click ‘Save’.

Granting the Site Guest User Access

Click on ‘Public Access Settings’

On the next screen, click ‘Edit’

Within Platform Event Permissions, ensure ‘SMS Events’ has the following Checkbox fields set to TRUE:

  • Read
  • Create

The screenshot below shows the required settings.

Click Save.

Next, scroll down to the ‘Enabled Apex Classes’ related list and click Edit.

Select ‘mercury.mercuryReply’ from the list of Available Apex Classes and move it across to the Enabled Apex Classes column, and click Save.

You will now need to adjust the Time Zone and Locale settings for the Mercury Site Guest User. To do this, click the ‘View Users’ button.

Click Edit next to the Mercury SMS Site Guest User

Scroll down to Locale Settings and select the appropriate Time Zone and Locale settings, then click Save

Step 3 - Connect Your MessageMedia Account

MessageMedia is the provider of the gateway used by Mercury SMS to send and receive text messages within Salesforce. In order to use the app you must have a MessageMedia account and enter the login credentials on the Setup & Configuration page to connect Mercury SMS to the MessageMedia gateway.

Apply your MessageMedia Account Details

Whether you are using a Live Account or a Trial Account, your account details need to be added in the Step 3 section of the Setup & Configuration page. Enter the following details, which you will have received from MessageMedia:

  • User Name
  • Password
  • Rest Username
  • Rest Password

Once all of these details have been entered, click Save. The ‘Account Details Saved’ icon should appear as shown below.

Record details for multiple MessageMedia Accounts (if required)

Mercury SMS allows you to send texts from different mobile numbers. Each mobile number needs to be set up with MessageMedia and can then be added to Mercury SMS via the ‘Account Manager’ tab. Note: You should not add your main MessageMedia account here, only accounts in addition to the one recorded on the Setup & Configuration page should be added to the Account Manager page. Add the login details for each MessageMedia account you want to be able to use within Salesforce, along with a name to identify the number to use when sending messages and then click ‘Save Accounts’.

Step 4 - Generate A Token

Once you have added your MessageMedia account details, you need to generate a Token. In Step 4 of the Setup & Configuration page, click the ‘Generate Token button.

The Token will appear in the text box and the ‘Token Created’ icon will appear.

Step 5 - Generate a Webhook URL

You are now ready to generate your Webhook URL that will be used by MessageMedia to process inbound messages. This is done in Step 5 of the Setup & Configuration page.

In the ‘Secure Web Address’ Picklist, select the Mercury Force.com Site that was created in Step 2 and click ‘Generate Webhook URL’

If you are using a Dedicated Number and/or you have Inbound MMS enabled on your MessageMedia account, you will need to register the Webhook URL with MessageMedia. In the Select Webhook Picklist, select ‘New Webhook’ or if you’ve already got an existing Webhook URL registered with MessageMedia for this account, you can select to overwrite that one. Once you’ve made your selection, click Save Webhook.

Once the Webhook has been updated with MessageMedia, you’ll see the ‘Webhook configured correctly’ icon.

Step 6 - Specify an Orphan Message Owner

When an inbound message is received and cannot be matched to a record in Salesforce, it will be created as a task for the ‘Orphan Message Owner’. You must specify which User will be the Orphan Message Owner in Step 6 of the Setup & Configuration page.

Start typing the first name of the User you with to set as the Orphan Message Owner and their User Name will appear, as shown below:

Select the User Name and click Save.

Step 7 - Complete your Salesforce.com Setup

Step 7 of the Setup & Configuration page advises you of some declarative configurations required on various Page Layouts, depending on which Objects you wish to use Mercury SMS with.

This configuration could include:

  • Creating Custom Buttons
  • Adding Buttons to Page Layouts
  • Adding the Message Feed to Page Layouts (please refer to the ‘Message Feed’ section later in this User Guide)
  • Creating Custom Phone Mapping Fields
  • Adding Custom Phone Mapping Fields to Page Layouts
  • Adding SMS Opt Out fields to Page Layouts (for creating SMS Opt Out fields, please refer to the ‘SMS Opt Out’ section later in this User Guide)

Instructions for each of these is included below.

Create Custom ‘Send SMS’ Buttons (if required)

Mercury SMS comes with ready to go buttons for the following standard Salesforce Objects. However, you can also create your own custom Detail Page buttons for other Standard or Custom Objects.

Object Detail Page Button List View Button Bulk SMS Button *
Lead ✔︎ ✔︎
Contact ✔︎ ✔︎
Account ✔︎
Opportunity ✔︎ ✔︎
Case ✔︎ ✔︎
Campaign ✔︎
Campaign Member ✔︎

* The Bulk SMS button is only used for sending bulk messages to Campaign Members and cannot be recreated for other Standard or Custom Objects. If you need to send a bulk message to any other Standard or Custom Object, please use the ‘Bulk SMS Manager’.

Creating a Detail Page Button

Detail Page buttons allow you to send an SMS to any Phone field stored on a specific record.

To create a Detail Page button for a Standard or Custom Object, go to Setup > Object Manager > [Object Name] > Buttons, Links, and Actions > New Button or Link.

In the custom button window, complete the details as follows and click Save.

Detail Page Button
Label Send SMS
Name Send_SMS
Display Type Detail Page Button
Behaviour Display in new window
Content Source URL
Body /apex/mercury__composemessage?id={![objectname].Id}

Note: you will need to replace [objectname] with the name of the Object you want to use this button on.

After creating the ‘Send SMS’ button, you will need to add it to your Page Layout(s) for that Object. We also recommend you set the Window Open Properties for your custom button to have a height of 400px.

Create Custom Phone Mapping Fields (if required)

‘Phone Mapping Fields’ are required if you wish to relate unsolicited inbound messages (e.g. an inbound message that originated from the customer, as opposed to a customer responding to an outbound message) to a record.

Mercury SMS comes with Custom Fields that allow inbound matching for your Contact and Lead records. This matching only applies to the standard Mobile Phone field for both of these Objects.

If you plan on sending SMS messages to any other Standard or Custom Object, it is recommended that you create a Phone Mapping Field, which will allow unsolicited inbound messages to be mapped to the correct record.

To create a Custom Phone Mapping Field for a Standard or Custom Object, go to Setup > Object Manager > [Object Name] > Fields & Relationships > New Field.

Complete the field information as follows and click Save.

Phone Mapping Field
Field Type Formula (Text)
Field Label [Field Name] Short
Example: Spouse Mobile Phone Short
Field Name [Field Name]_Phone_Short__c
Example: Spouse_Mobile_Phone_Short__c
Formula SUBSTITUTE( SUBSTITUTE( SUBSTITUTE( SUBSTITUTE( SUBSTITUTE( [FIELD NAME], '+', ''), ')', ''), '(', ''), '-', ''), ' ', '')

Note: Replace [FIELD NAME] with the merge field for the field you are creating a short version of.

Example Formula:

SUBSTITUTE( SUBSTITUTE( SUBSTITUTE( SUBSTITUTE( SUBSTITUTE( MobilePhone, ‘+’, ”), ‘)’, ”), ‘(‘, ”), ‘-‘, ”), ‘ ‘, ”)

Note: Phone Mapping Fields do not need to be applied to your page layout(s).

Adjust Your Salesforce Page Layouts

You can now add the ‘Send SMS’ button to your Page Layout(s). Note: For Leads and Contacts, you must also add the ‘SMS Opt Out’ field to the page.

In the Page Layout Editor, select the ‘Buttons’ section, then select the ‘Send SMS’ button, drag it to the Custom Buttons section of the page and click Save.

Next, select the ‘Mobile & Lightning Actions’ section, then select the ‘Send SMS’ Action, drag it to the ‘Salesforce Mobile and Lightning Experience Actions’ section of the page and click Save.

Repeat this process for all Objects that you want to be able to send SMS messages from. If you cannot find a Send SMS button, then ensure you have created the button and that it was created as a ‘Detail Page Button’.

To add the ‘SMS Opt Out’ field to the Page Layout(s), select the ‘Fields’ section of the Page Layout Editor, select and drag the ‘SMS Opt Out’ field on to the page and click Save.

Once you have completed these actions for all of the Objects, return to the Setup & Configuration page and proceed to Step 8.

Step 8 - Activating Automated Processes

Mercury SMS lets you send messages immediately or later by selecting a specific date/time. The ‘Send Later’ feature requires the Outbound Scheduler to be activated.

The Outbound Scheduler is a batch class that runs every 15 minutes to process any outbound SMS messages that have been scheduled to send at a later date/time. Click the ‘Activate’ button to enable the Outbound Scheduler.

The icon will appear indicating the Outbound Scheduler is now active.

Step 9 - You're ready to start sending messages!

That’s it! Mercury SMS is now configured and you’re ready to start sending and receiving text messages inside Salesforce.

Other Configuration Preferences

The Configuration section of the Setup & Configuration page allows you to specify preferences for your Mercury SMS configuration, as shown below:

Trigger User Email

This setting allows you to determine whether or not you would like to send an email to the owner of an inbound text message. This is in addition to them being assigned a Task). If you would like Users to be notified via email, then set this option to TRUE and click Save.

Cloaking Enablement

If you have requested MessageMedia to enable the cloaking feature, which enables you to cloak an outbound message as if it were being sent from your own mobile number, then you will need to set this option to TRUE and click Save.

Default Task Status

The Default Task Status allows you to specify the Status value to be applied to Inbound SMS Tasks. This will determine whether or not the Task is created as an open or closed Task. The specific values available will depend on your individual customisations, but will be all values in the Task Status picklist.

SMS Inbox Alerts

If you are using the SMS Inbox (please refer to the ‘SMS Inbox’ section later in this User Guide), this setting allows you to specify whether you enable audio notifications and Utility Bar pop ups. If this setting is TRUE, when a new inbound SMS is received for the User, the SMS Inbox will ‘pop’ open in the Utility Bar and play an audible chime to notify the User of the inbound message.

Inbound Task Assignment

When an inbound SMS is received, Mercury SMS will create a Task to record the activity against the record is relates to, or if no match can be found then to the Orphan Message Owner. The Task assignment section allows you to specify which User should be assigned the inbound SMS Task for Leads, Contacts and Other Objects. The choices are as follows:

  • Record Owner: The owner of the record will be notified
  • Last Modified By: The last User to modify the record will be notified
  • Last Message Sent: The last User to send an outbound SMS message for that record will be notified

Once you have modified any of these Configuration Settings, please click Save.

Using Mercury SMS

Once you have finished configuring Mercury SMS, you can start sending and receiving SMS messages.

Creating SMS Templates

You can create SMS Templates for any Salesforce Object that has a Phone field. To create an SMS Template, first click on the SMS Template Tab and then click on the New button.

Give your template a name, select the Object that the Template relates to and then enter a message for the Template (including using Merge Fields if required). Make sure you also select the Default Phone Field and the Senders Account for the Template.

Note: If you wish to add merge fields to an SMS Template, you need to follow the steps below:

  1. Select the Object. This is the Object that the Template will be used on. You need to create specific Templates for each Object you wish to send SMS messages from. Selecting an Object automatically generates the fields that are available for merge for that Object.
  2. Select the Field you wish to merge
  3. Click the ‘Insert Text’ button

This will merge the correct merge field code into the Message text box. Once the SMS Template is complete, click Save.

Outbound SMS Overview

When sending outbound messages from Mercury SMS there are several options to choose from, which include:

  • Sending a message to an individual
  • Sending a bulk SMS to Campaign Members
  • Sending a bulk SMS to a List View
  • Sending a message automatically via a Workflow Rule, Process Builder, etc.

All outbound SMS messages, whether ad-hoc or SMS Template, support Merge Fields. A message can merge fields in from the Object record, Owner or Sending User.

When an outbound SMS message is sent, an Activity record (e.g. Salesforce Task) is created with a Subject of ‘SMS: Sent’ and the Description field will contain the SMS message.

Sending Individual SMS Messages

You can send an individual SMS message to any phone field on any of the following Objects:

  • Lead
  • Contact
  • Person Account
  • Opportunity
  • Campaign Member
  • Case (the Contact associated to the Case)
  • User
  • Any other Standard or Custom Object

To send an SMS message to an individual record, click the ‘Send SMS’ button on the Detail Page for the record.

This will open the ‘Compose Message’ page, where you will be able to type out a message or select from an SMS Template from the library.

Create an ad-hoc message

Type the text directly into the ‘Message’ field.

Note: if you wish to add merge fields to an SMS message, you need to follow the steps below:

  • Select the Object
  • Select the Field
  • Click the ‘Insert Text’ button

This will merge the correct merge field code into the Message text box. You can now choose to ‘Send Now’ or ‘Send Later’.

Select an SMS Template message

To compose your message based on an SMS Template from your library, you need to follow the steps below:

  • Click the ‘Select Template’ button
  • Click the ‘Name’ link of the message you wish to use

This will populate the SMS Template text into the ‘Message’ field.

This message is now ready to be sent. Note: you can add additional text or modify the text prior to sending if required. You can now choose to ‘Send Now’ or ‘Send Later’.

Send Now

If you wish to send the message immediately, please follow the steps below:

  • Click the ‘Send Now’ button
  • Click ‘OK’ to confirm you wish to send the message

Once you have confirmed the message is ready to be sent, a ‘Success’ message will appear at the top of the page. At this point, you can choose to click the ‘Send Another’ button or the ‘Back to [Object]’ button, returning you to the Detail Page of the record you’re working on.

Send Later

If you wish to send the message at a later date/times, please follow the steps below:

  • Enter a date and time in the ‘Date/Time’ field
  • Click the ‘Send Later’ button
  • Click ‘OK’ to confirm you wish to schedule the message to be sent later

Note: The Outbound Message Scheduler process runs every 15 minutes. Therefore, your message will be sent during the next 15-minute interval following the Date/Time you specified.

Once you have confirmed the message is ready to be sent, a ‘Success’ message will appear at the top of the page. At this point, you can choose to click the ‘Send Another’ button or the ‘Back to [Object]’ button, returning you to the Detail Page of the record you’re working on.

Sending Bulk SMS to Campaign Members

If you wish to send a Bulk SMS to Campaign Members related to a Campaign, you can do so by going to the Campaign Detail Page and clicking the ‘Send Bulk SMS’ button.

You will then be able to create an ad-hoc message to send to the Campaign Members, or select from existing SMS Templates. Merge fields can also be used. Select the Phone Field you want to use for both Leads and Contacts. Tip: If you want to send to multiple Phone Fields for Campaign Members, you will need to repeat the entire process for each phone number you wish to send to.

Once you have prepared the message, you can then select to only send the message to Campaign Members with a particular Campaign Member ‘Status’ type, as well as specifying a new Status to be applied to the recipients’ Campaign Member records once the SMS message has been sent.

You can add a value in the ‘Tag’ field, which will tag each outbound message ‘Task’ record with the Tag value. Any inbound responses will also contain the same Tag value. This will enable you to run a report of Task records containing a specific Tag value, allowing you to easily identify who was sent the specific outbound message, and who has responded.

Note: If you would like to use merge fields on an SMS message to Campaign Members comprising of both Leads and Contacts, you will need to include both the Lead and the Contact merge fields. For example, to include the First Name value, you will need to insert both values e.g. {!Lead.FirstName}{!Contact.FirstName}.

Sending Bulk SMS to List Views

The Bulk SMS Manager enables you to send a Bulk SMS to a selection of records from a particular Object, selected from a ‘List View’ you have created on that Object Tab.

The Bulk SMS Manager can be used in both Salesforce Classic and Lightning Experience. It is accessible from the Navigation Menu as illustrated below.

Lightning Experience                                                 Salesforce Classic

The Bulk SMS Manager allows you to send an outbound message to records within any Object that contains a Phone field in 3 simple steps:

  1. Choose your Data Source
  2. Select your Recipients
  3. Compose your message

Data Source

The Data Source Tab on the Bulk SMS Manager allows you to select the Object, Phone Field and List View. You’re also able to optionally select another three fields to be displayed in the ‘Select Recipients’ Tab. You can then click next to move to the ‘Select Recipients’ Tab.

Select Recipients

The Select Recipients Tab on the Bulk SMS Manager will display all of the records matching the filter criteria in your selected List View. You’re able to select the record(s) you wish to send the outbound message to and then click next to compose your message.

Note: Records may match the criteria of your List View even if they have opted out of receiving SMS messages. However, you will not be able to select them from the Select Recipients list.

Compose your message

The Compose Message Tab on the Bulk SMS Manager enables you to write out a message manually, or select from a template. You’re also able to include merge fields, specify the MessaeMedia account you wish to send the message from, and preview your message. Once you’re ready, you can choose to ‘Send Now’ or ‘Send Later’.

You can add a value in the ‘Tag’ field, which will tag each outbound message ‘Task’ record with the Tag value. Any inbound responses will also contain the same Tag value. This will enable you to run a report of Task records containing a specific Tag value, allowing you to easily identify who was sent the specific outbound message, and who has responded.

The Bulk SMS Manager component can also be added to additional Lightning Pages, for example, the Home Page, as shown below.

Sending Bulk SMS to Opportunity Contact Roles

The ‘Send SMS’ button on the Opportunity Detail Page allows you to send an SMS message to a Phone Field you have on the Opportunity Object. However, it can also be used to send SMS messages to the Contact Roles associated to the Opportunity. If you select the send to a Phone Field on the Opportunity, the Contact Roles section will be hidden, otherwise it will display a list of associated Contact Roles and you will be able to select the people you wish to send the SMS to.

You can select the mobile number that you want to use for the Contact Roles, and the numbers for each record will display in the list. Select the Contact Roles you want to send the message to and then compose and send your message.

Note: The ‘SMS: Sent’ Task(s) will be related to the Opportunity and visible in the Activity History. Inbound SMS messages received for Opportunity Contact Roles will be stored in the Contact’s Activity History. Inbound SMS messages received for the Opportunity (e.g. in response to a message sent based on a Phone Field directly on the Opportunity) will be stored within the Opportunity’s Activity History.

Message Feed

The ‘Message Feed’ provides you with a real-time chat like experience within Salesforce, whereby you can quickly send outbound messages and view inbound responses.

Out of the box, the Message Feed works with the Lead, Contact, Account, Opportunity and Case Objects. It can be easily added to the respective page layout in Salesforce Classic or Lightning Experience. You can also configure the Message Feed to work with any Custom Object and make it available in the Salesforce Mobile App.

The Message Feed will display outbound messages as Green boxes on the right-hand side of the Feed, and inbound messages as Blue boxes on the left-hand side of the Feed.

When you send an outbound message using the Feed, once you’ve clicked Send, the message will be sent and you will see it automatically appear in the Feed.

If you are on the Feed when you receive an inbound message from the record you’re viewing, you will see the inbound SMS automatically appear in the Feed.

The Feed features a ‘Basic’ and ‘Advanced’ way of sending outbound messages. To switch from one view to the other, you click the ‘Advanced’ or ‘Basic’ link located in the bottom right section of the Feed.

Basic Outbound Messages

When using the Basic feature, simply type out the message and click the Send button.

Advanced Outbound Messages

When using the Advanced feature, you can specify which MessageMedia account you want to send from, select with Phone field you want to send to as well as either selecting a pre-defined SMS Template or typing out the message manually. Once you’ve completed these steps, click Send.

Lightning Experience

You can also add the Message Feed to Page Layouts for use in Lightning Experience. This requires the use of the Lightning App Builder. Below is an example page layout for the Lead Object using the Lightning App Builder.

To configure the above page for Lightning, go to Setup > Edit Page and click New. Select to create a new” Record Page” and then click next.

You can now build out the page using Lightning Components. In order to add the Mercury SMS Feed, drag the ‘Message Feed’ custom component onto the page and then Save.

Salesforce Classic – Embedded Message Feed

To have the Message Feed embedded into a Page Layout, you will need to add the Visualforce Page ‘mercuryleadfeed’ or ‘mercurycontactfeed’ etc. to the Page Layout for the specific object. To do this go to Setup > Customize > Leads or Objects > Page Layouts and click edit next to the desired page layout/s. This will bring you to the page layout editor.

Note: If you are wanting to use the Embedded SMS Feed for a custom object you will need to create the Feed Visualforce Page following the instructions in the Custom Object SMS Feed section before you can add it to the page layout.

From here, select the Visualforce Pages option from the selection section at the top of the page. First, we recommend you add a new section to your page by selecting the ‘Section’ option and dragging it to the page where you would like the feed to appear. Give the section a name (Message Feed) and select single or double columns.

Next, select the message feed Visualforce page (mercuryleadfeed or mercurycontactfeed etc.) and add it to your new page section.

Once the Visualforce Page is added, click the ‘Properties’ wrench on the Visualforce Page Component and set the Height value to 600 pixels then click ok and save your page layout.

Once you have done this, you’ll see the Message Feed as per the below example.

Salesforce Classic – Pop Out Message Feed

To use the Message Feed in a separate ‘pop out’ window, you need to add the ‘SMS Feed’ Custom Button to the Page Layout on the Lead, Contact, Account, Opportunity and Case pages. Go to the Page Layout Editor, select Buttons and then select and drag the ‘SMS Feed’ button into the custom buttons section of the page and then save.

Once this is done, you’ll be able to click the button and it will open the Message Feed in a separate window for you to use as required.

Salesforce Mobile App Message Feed

The Mercury SMS Message Feed is available for use in the Salesforce Mobile App by adding the feed to the Mobile Actions bar in the page layout.

To add the SMS Feed icon to the Actions bar, you will need to edit the Page Layout of the relevant Object in Salesforce.com and add the ‘SMS Feed’ Action to the Salesforce Mobile and Lightning Experience Actions section.

Note: For Custom Objects, you must first create the message feed Visualforce page and button and make it Available for Salesforce mobile apps and Lightning Pages.

Once the Feed has been added as a mobile action, you can access the feed in Salesforce1 as follows:

Custom Object Message Feed

To use the Message feed feature for Custom Objects, you will need to create a simple Visualforce page following the instructions below.

Step 1:  Go to Setup > Develop > Visualforce Pages and Click New

Step 2: Complete the page details as follows:

Field Name Field Value
Label mercury[ObjectName]Feed (e.g. mercuryBookingsFeed)
Name As Above
Available for Salesforce mobile apps and Lightning Pages TRUE
Visualforce Markup <apex:page showHeader="false" standardStylesheets="false" standardController="[ObjectName]">
<mercury:mercuryFeed recordId="{!$CurrentPage.parameters.id}" ciRef="{!$CurrentPage.parameters.ci_ref}" ciHost="{!$CurrentPage.parameters.ci_host}"/>
</apex:page>
Please make sure you replace [ObjectName] with the API Name of the Object (e.g. Booking__c)

Step 3: Save the Page

Step 4: Add the feed to your page layouts for Classic, Lightning and Salesforce1.

For the Salesforce Classic Embedded Feed and Lightning Experience Feed follow the instructions for those sections.

For the Salesforce Classic Pop Out Feed and Salesforce 1, you will first need to create a custom button to add to the page as follows:

  • Goto Setup > Create > Objects > Select Object > Scroll to Buttons, Links, and Actions and Click New Button or Link
  • Configure the Settings as follows and then save

 

  • After you have saved your button click to adjust the Window Open Properties and set the width to 300 pixels and then save as follows:

  • Add the button to the page layout: Goto Setup > Create > Objects > Select Object > Scroll to Page Layouts > Click Edit
  • Select Buttons – you will see the SMS Feed button you created in the previous step
  • Drag the SMS Feed button to the Custom Buttons section
  • Click Save

Automating Outbound Messages

You can configure Mercury SMS to automatically send outbound SMS messages using Workflow Rules or Process Builders.

This is achieved by configuring a Workflow Rule or Process Builder to create a Task record that will contain a specific text string in the Comments field, that will be used as a request to Mercury SMS to send the outbound SMS.

First, ensure you have an SMS Template created for the Object that you want the SMS to be sent to. Then, create your Workflow Rule / Process Builder based on the desired criteria, with an immediate or time-based action to create a new Task. The Task should be created as follows:

Workflow Task to Trigger SMS Message
Subject: Trigger [Message Name] SMS

e.g. Trigger Thank You SMS

Comments: {"template":"[SMS Template ID]"}

 

e.g. {"template":"a032w000001ktyyAAA"}

 

Note: The Task Comment must be populated this way in order to trigger Mercury SMS to send the outbound SMS.

Status: Completed

When the Workflow Rule or Process Builder creates the Task, this will be recorded as an activity within the Activity History against the record, and will subsequently trigger the SMS Template to be sent, which will also be recorded as a Task in the Activity History with a Subject of ‘SMS: Sent’.

Below is a link that will provide some examples of automated outbound SMS messages:

https://resources.aprika.com.au/_files/mercury_automation_examples.pdf

Send Outbound SMS Messages to Users

You are able to send SMS messages to User records. This can be done directly on the User record by clicking the ‘Send SMS’ link in the Custom Links section. Note: you will need to add the link to the Page Layout).

Alternatively, if you want to send an SMS to a User regarding a particular record (e.g. the Owner of a Case), you can do so by ensuring their Phone Number is populated in a Phone Field on the record in question.

For example, if you want to send an SMS to the Owner of a Case, you would need to ensure that the Owner’s mobile phone number resides in a Phone field on the Case record. To do this, you would create a Custom Field (Formula Text) called ‘Owner Phone’ that references the Mobile field of the Record Owner. You will then have a Phone field on the Case that holds the User’s phone number and will be able to send an SMS to that number.

Bulk SMS to Users

You are also able to send a Bulk SMS to your Users via the ‘SMS to Users’ Tab, which can be accessed from the navigation menu.

The SMS to Users page lets you select the appropriate List View of Users. You can then select the individual Users that you want to send a message to.

You can then click the Send SMS button to open up the Compose Message page, where you can compose and send the message to the selected Users.

Note: Messages sent & received to a User record are ‘Assigned To’ the User and the Subject is ‘SMS: Sent (User)’ or ‘SMS: Received (User)’. There will be no Related To value, therefore, unless you are a System Administrator, only the individual User will be able to view these Task records. As a System Administrator, to view User SMS Messages, it is recommended that you create a Report that includes all Tasks that contain ‘(User)’ in the Subject.

Inbound SMS Overview

Mercury SMS provides inbound message capability. This means a person can reply to a message they received and it will be inserted as a Task within the ‘Activity History’ of that record. Unsolicited inbound messages can also be received. An Unsolicited inbound messages is where the person has initiated the original message from their device and sent it to your MessageMedia number, instead of replying to an outbound message. Note: Unsolicited messages can only be received if you have a ‘Dedicated Number’ on your MessageMedia account. Setting up Dedicated Numbers needs to be done directly with MessageMedia. Unsolicited inbound messages are related to all records that are identified via the ‘Phone Matching’ number field.

When an inbound SMS is received the Assigned To User can be notified in the following ways:

  • Message will appear in the ‘Message Feed’
  • Message will appear in the ‘SMS Inbox’
  • An email will be sent to the User

All inbound messages will be created as Task records with a Subject of ‘SMS: Received’, the Description field will contain the SMS message, and will appear in the Activity History of the record.

SMS Inbox

The SMS Inbox automatically displays inbound messages as they’re received. It will show all inbound messages that are assigned to you, as an individual User. The SMS Inbox provides you with the following information for each message:

  • Object
  • Link to the record (e.g. Lead, Account, Opportunity, etc.)
  • Link to the inbound message (Task)
  • Date/Time of message
  • Message Detail

The SMS Inbox works in real-time, automatically loading new inbound messages, there’s no need for you to click refresh to see if you’ve received any new messages!

You’re able to add the SMS Inbox to the following locations:

  • Salesforce Classic Sidebar
  • Lightning Experience Home Page
  • Salesforce Mobile App
  • Service Cloud Console

Note: If you are using Lightning Experience and have ‘My Domain’ enabled, you will also be able to access the SMS Inbox from the Utility Bar, as shown below. You can also configure it to pop open and play a sound when an Inbound SMS is received. This is controlled by a setting within the Configuration section of the Setup & Configuration page.

You can restrict Users from looking at other Users’ Inbox. By default a User can switch to view another User’s Inbox, or All Inboxes. If you want to disable the ability to switch, you can set the ‘Disable User Switch in the SMS Inbox’ field to TRUE. This will remove the ‘Select User’ picklist at the top of the SMS Inbox.

Note: You may need to add this field to your Page Layout.

Instructions on how to add the SMS Inbox to each of these areas is included below.

Add to Lightning Experience

You can add the SMS Inbox to your Home Page in Lightning Experience. To do this, you need to create a custom Home Page via the Lightning App Builder, which you can do by following the instructions below.

Click Setup > Setup Home > User Interface > Lightning App Builder > New > Home Page > Click Next >

Select ‘Standard Home Page > Click Next > Enter Label (Name of Page) > Click Finish

Drag Components on to the Page as required. The ‘SMS Inbox Component needs to be added to the page to provide you with access to the SMS Inbox. To replicate the default Home Page with the SMS Inbox added, set it up as follows:

 

Click Save > Set this page as the default Home page > Click Next > Click Activate

Navigate back to the Home Page and you’ll see that you now have access to the SMS Inbox – awesome!!

Add to Salesforce Classic

A Custom Component is included that can be added to your Salesforce Classic Sidebar. To add this to the Home Page Sidebar, follow the instructions below:

Click Setup > Customize > Home > Home Page Layouts > Edit

In Step 1, ensure ‘SMS Inbox’ is set to TRUE

Click Next. In Step 2, choose where you would like the SMS Inbox to appear in the Narrow (Left) Column

Click Save

Note: You can also make your Custom Sidebar Components visible on all pages by following the instructions below:

Click Setup > Customize > User Interface > Set ‘Show Custom Sidebar Components on All Pages’ to TRUE > Click Save

This will enable you to have your SMS Inbox visible on all pages within Salesforce Classic as per the screenshots below:

Add to Salesforce Mobile App

If you would like to have the SMS Inbox available from your Salesforce1 mobile app, it’s a simple case of adding it to your navigation menu.

Click Setup > Administer > Mobile Administration > Salesforce1 Navigation > Ensure SMS Inbox in the selected list > Click Save

The SMS Inbox will then be available in the menu options on the Salesforce Mobile App.

Add to Service Cloud Console

If you use the Console within Salesforce.com, you’ll be excited to hear that you’re able to configure the SMS Inbox to work within the Console environment.

First of all, you need to create a Console Component, which you can do by following the instructions below.

Click Setup > Customize > Console > Custom Console Components > New > Enter details as below > Click Save

Next, you need to add the Console Component you’ve just created to the Console.

Click Setup > Create > Apps > Edit your Console App > Add Console_SMS_Inbox to the selected items in the ‘Choose Console Components’ section > Click Save

Now, when you use the Console, you’ll be able to access the SMS Inbox as illustrated below. When you click the record link (e.g. Case, Lead, etc.) it will automatically load the record in a new tab within the Console.

Inbound MMS

You are able to receive inbound MMS. The photo will be attached to the Task record and will appear in the SMS Inbox and Message Feed, as shown below:

The file will be related to the Task record created as a result of receiving the inbound message:

Note: At this time, MessageMedia only supports Inbound MMS in Australia and United States.

To begin using the ‘Inbound MMS’ feature, you will need to submit a request to MessageMedia by emailing support@messagemedia.com.

Keyword Actions

Keyword actions allow you to store keywords within Salesforce, which prompt an action when an inbound message is received containing that keyword. There are four types of action that can be invoked when a message is received containing the Keyword, these are:

  • Lead Creation
  • Campaign Member Creation
  • Case Creation
  • Field Update

Lead Keyword Action

When using this keyword action, the person sending the inbound message will be added into Salesforce.com as a new Lead. The Lead Assignment is managed using active Assignment Rules. If there are active rules, but no match is found, the Default Leader Owner is assigned. If no rules exist, the Mercury Site Guest User will be assigned as the Lead Owner.

To create a Lead Keyword Action, follow these steps:

  1. Go to the ‘SMS Keywords’ tab in the Mercury SMS app and click the New button:
  2. Select the ‘Lead’ record type and then click ‘Continue’
  3. Complete the Keyword details as follows:
    Field Notes Example
    Keyword Name The keyword that will invoke the action.
    Please note: The keyword must not contain spaces and it must be the first word in the message string in order to trigger the action.
    #SignMeUp
    Lead Status The status to apply to the Lead Pending
    Last Name A placeholder name to allow the Lead to be created. SMS Lead
    Company Name A placeholder company to allow the Lead to be created. SMS Lead
  4. Save your keyword
  5. Test your Keyword – Send an inbound SMS containing the Keyword and confirm that the Lead gets created. If the Lead has not been created but the inbound SMS activity has been received, there are probably validations preventing the lead from being created. In this case you will need to exclude the validation rules from firing when the Last Name on the Lead equals your placeholder name.
  6. Your Keyword is ready to use!

Note: In the case of Lead Keywords, we suggest you promote your keyword by asking for the Keyword followed by Full Name, Email and Address to allow you to populate further information on your lead record. This will need to be entered manually from the information received in the inbound SMS activity.

Example: To subscribe, SMS #SignMeUp followed by your full name, address and email to 1300 446 133. Alternatively, you could send subsequent outbound messages asking for this information individually and perform ‘Field Update’ SMS Keywords, which will update the appropriate field on the record.

Campaign Member Keyword Action

This keyword action allows a Campaign Member record to be created for a new or existing person. If the person sending the inbound message is identified as a Lead or Contact, they will be added as a Campaign Member. If Duplicate records are found, they will all be added to the Campaign. If no existing Lead or Contact is found, a new Lead will be created and added to the Campaign.

To create a Campaign Member Keyword Action, follow these steps:

  1. Go to the ‘SMS Keywords’ tab in the Mercury SMS app and click the New button:
  2. Select the ‘Campaign Member’ record type and then click ‘Continue’
  3. Complete the Keyword details as follows:
    Field Notes Example
    Keyword Name The keyword that will invoke the action.
    Please note: The keyword must not contain spaces and it must be the first word in the message string in order to trigger the action.
    LETMEWIN
    Campaign The Campaign that you would like the Campaign Member added to. Win a Holiday Competition
    Campaign Member Status The status you would like applied to the Campaign Member. Entered
    Lead Status The status to apply to the Lead, if one needs to be created. Subscribed
    Last Name A placeholder name to apply to the Lead, if one needs to be created. Competition Lead
    Company Name A placeholder company to apply to the Lead, if one needs to be created. Competition Lead
  4. Save your keyword
  5. Test your Keyword – Send an inbound SMS containing the Keyword and confirm that the Campaign Member gets created. If the campaign member has not been created but the inbound SMS activity has been received, there are probably validations preventing the Campaign Member or new Lead from being created. In this case you will need to exclude the validation rules from firing based on the specific Lead and Campaign Member Status being applied by the keyword.
  6. Your Keyword is ready to use!

Note: In the case that you are expecting most of the Campaign Members to be for New Leads rather than existing Leads or Contacts, we suggest you promote your keyword by asking for the Keyword followed by Full Name, Email and Address to allow you to populate further information on your Lead record. This will need to be entered manually from the information received in the inbound SMS activity.

Example: To enter the competition SMS LETMEWIN followed by your full name, address and email to 1300 446 133.

Case Keyword Action

This keyword action will create a new case when the inbound SMS is received. If the inbound message is identified as relating to an existing Contact, the Case will be related to the Contact and their Account. The Case Assignment is managed using active Assignment Rules. If there are active rules, but no match is found, the Default Case Owner is assigned. If no rules exist, the Mercury Site Guest User will be assigned as the Case Owner.

To create a Case Keyword Action, follow these steps:

  1. Go to the ‘SMS Keywords’ tab in the Mercury SMS app and click the New button:
  2. Select the ‘Case’ record type and then click ‘Continue’
  3. Complete the Keyword details as follows:
    Field Notes Example
    Keyword Name The keyword that will invoke the action.
    Please note: The keyword must not contain spaces and it must be the first word in the message string in order to trigger the action.
    HelpDesk
    Case Status The status to apply to the Case New
    Case Origin The value to set as the Case Origin SMS
  4. Save your keyword
  5. Test your Keyword – Send an inbound SMS containing the Keyword and confirm that the case gets created. If the Case has not been created but the inbound SMS activity has been received, there are probably validations preventing the Case from being created. In this instance you will need to exclude the validation rules from firing when the Case Origin equals your described case Origin i.e. SMS.
  6. Your Keyword is ready to use!

Note: For cases, we suggest you promote your keyword by asking for the Keyword followed by the subject of the issue. This will need to be entered manually from the information received in the inbound SMS activity.

Example: For support please SMS HelpDesk followed by the subject of the issue to 1300 446 133.

Field Update Keyword Action

The inbound SMS triggers a field update, either with a predetermined value specified on the keyword action, or with a value contained in the inbound SMS. The field update actions supports the following field types on any Salesforce object:

  • Checkbox
  • Currency
  • Number
  • Date
  • Text
  • Text Area
  • Email
  • Phone
  • Percent
  • Lookup
  • Single Picklist
  • Multi Picklist

To create a Field Update Keyword Action, follow these steps:

  1. Go to the ‘SMS Keywords’ tab in the Mercury SMS app and click the New button:
  2. Select the ‘Field Update’ record type and then click ‘Continue’
  3. Complete the Keyword details as follows:
    Field Notes Example
    Keyword Name The keyword that will invoke the action.
    Please note: The keyword must not contain spaces and it must be the first word in the message string in order to trigger the action.
    #Email
    Object The API name of the object to be updated. If left blank the update will apply to records on all objects that contain a field with the same name. Lead
    Field The API name of the field to be updated. Email
    Value The value to be applied to the field. If left blank, the field will be updated from information in the inbound SMS.
  4. Save your keyword
  5. Test your Keyword – Send an inbound SMS containing the Keyword and confirm that the field gets updated. If the field has not been updated it will either be because the mercury SMS Site Guest user does not have access to edit the field, or validation rules, processes or triggers are firing and preventing or changing the values. You will need to review and adjust all validations, workflow rules, processes and triggers before implementing field updates.
  6. Your Keyword is ready to use!

Field Update - Field Types

The following table outlines the types of fields that can be updated using the Field Update Keyword Action.

Field Type Notes Example
Checkbox Only accepts the following values:

Values to set the Checkbox to True:
1 or Yes or TRUE

Values to set the Checkbox to False:
0 or No or FALSE

Prompt:
Do you like using Mercury SMS? Reply #Mercury Yes or NoReply:
#Mercury Yes
Currency Only accepts a number value, with or without decimal places. Reply must not contain the currency symbol. If the field is set to no decimal places and the reply contains decimal places, the decimal value will be parsed to Salesforce.com and then rounded to the nearest whole value. Prompt:
How much did you spend on your last holiday? Reply #Holiday [amount]Reply:
#Holiday 5000.00
Number Only accepts a number value, with or without decimal places. If the field is set to no decimal places and the reply contains decimal places, the decimal value will be parsed to Salesforce.com and then rounded to the nearest whole value. Prompt:

How old are you? Reply #Age [age]

Reply:
#Age 38

Date The date will be processed in the locale of the Mercury SMS Site Guest User. If the value does not match this format, it will not be updated. Prompt:
What date would you like to have a demo of Mercury SMS? Reply #Demo [dd/mm/yyyy]Reply:
#Demo 14/09/2016
Text Limited to the character limit on the field. If the response exceeds this length, it will be truncated (cut off at the end) to fit. Prompt:
Let us know what you think of Mercury SMS. Start your reply with #ReviewReply: #Review I think it’s awesome. Especially the Field Update Feature!
Text Area Accepts line breaks. Limited to the character limit on the field. If the response exceeds this length, it will be truncated (cut off at the end) to fit. Prompt:
Tell us 3 things you love about Mercury. Start your reply with #ILoveMercuryReply:
#ILoveMercury
SMS Feed
Supports Salesforce1
Inbound Keyword Actions
Email Only accepts a single email address in an email format Prompt:
Please confirm your email address. Reply #Email [address]Reply:
#Email colin.johnson@aprika.com.au
Phone Accepts alphanumeric values Prompt:
Please confirm your phone number. Reply #MyPhoneIs [number]Reply:
#MyPhoneIs +61 418 165 511
Percent Only accepts a number value, with our without decimal places. Reply must not contain the percentage symbol.

The reply will be used as the final percentage value. If a reply is .50, it will update the field with 0.50% not 50%

Prompt:
What % of your communication is done via Mercury SMS? Reply #SMS [number]Reply:
#SMS 80
Lookup Only accepts the ID of the record (e.g. 00Q90000011fJjl) Prompt:
You have received a code via email. Please reply #SignMeUp [code] to complete your newsletter subscription.Reply:
#SignMeUp 00Q90000011fJjl
Single Picklist If your Picklist in Salesforce is set to ‘Strictly Enforce Picklist Values’, then the reply will only update the field if it contains a matching value. If it’s not being enforced, the value will be added regardless of whether it matches an existing Picklist value. Prompt:
What is your favourite app on the AppExchange? Start your reply with #AppReply:
#App Mercury SMS
Multi Picklist Multi Picklist values should be separated with a semicolon (;). The reply will override any existing selected values in the field.

 

If your Picklist in Salesforce is set to ‘Strictly Enforce Picklist Values’, then the reply will only update the field if it contains a matching value. If it’s not being enforced, the value will be added regardless of whether it matches an existing Picklist value.

Prompt:
Which Aprika Apps do you use? Reply #Aprika [apps]. Put a ; between AppsReply:
#Aprika Mission Control; Mercury SMS; IntelliMail

Field Update Considerations

In order for the Field Update Keyword Action to work, the Mercury SMS ‘Site Guest User’ will need View and Edit access to the field.

Validation Rules, Workflow Rules, Processes & Triggers will run as usual on the Field Updates. These may prevent the update from occurring, or trigger further actions based on the field being updated.

Invalid response values: If the response is invalid for any reason, the field will not be updated. However, the inbound message will still be linked to the relevant record.

Please note that a Lead, Case or Campaign Member Keyword Action will take priority over a Field Update Keyword Action. It is therefore not recommended to have Field Update Keyword Actions that use the same Keyword as any of the other Keyword Action options.

Additional Features

Viewing / Reporting on SMS Messages

All SMS messages sent via Mercury SMS will appear in the ‘Activity History’ related list with a Subject of ‘SMS: Sent’ and will record the User that sent the message, the number the message was sent to, as well as the message body.

 

SMS messages received will show in the ‘Open Activities’ or ‘Activity History’ related list, depending on the Default Task Status setting you applied within the Configuration settings of the Setup & Configuration page. Inbound messages will store a Thread ID which is used to match the inbound message as a reply to an outbound message.

When reporting on SMS activity, we recommend you create a Report cased on ‘Tasks and Event’s and apply a filter based on the Subject starting with ‘SMS’, viewing Open and Completed Activities.

Message Character Length & Credits

There is no hard limit on the number of characters you can send within your message. However, we recommend keeping your message short to avoid using too many SMS Credits per message. Each message credit gives you up to 160 characters. Where a message string exceeds the 160 limit, it will be split into separate packets by MessageMedia, and the last 7 characters will be used to store a unique ID that will enable the packets to be re-assembled into one message on the recipients device.  If you send a message with 200 Characters, it will incur 2 SMS Credits (e.g. 153+7 and 47+7). If you send a message with 320 Characters, it would incur 3 SMS Credits (e.g. 153+7 and 153+7 and 14+7). The number of characters being used in your message is displayed underneath the message area as shown below:

Note: If you include Emoji’s or Special Characters in your message, this reduces the Message Length to 70 Characters per SMS Credit, or 67 per part if the entire message exceeds 70 Characters.

Message Cloaking

Mercury SMS provides you with the ability to ‘Cloak’ an outbound message. This means rather than the message being received as though your MessageMedia number has sent it, it will appear to have come from your own mobile number. Please note that this feature needs to be enabled on your MessageMedia account, and does not support +1 destinations.

The cloaking functionality can be used in the following ways:

Complete User Override

The ‘Cloak SMS Messages’ field on the User Object allows you to cloak all messages for the User. When this field is set to TRUE, all outbound messages sent by this User will be cloaked to come from their Mobile number specified on their User record.

Manual Override

At the time of sending a message manually, the User can specify whether they want to cloak the message. They can choose to cloak using their own Mobile as the ‘Sender’ or the Mobile of the ‘Owner’.

Set on Template

When creating Templates, you can specify whether they should be cloaked as the ‘Sender’ or the ‘Owner’. This cloaking setting will only apply when a Template is being sent via a Workflow Rule / Process Builder. Using a template manually will require the settings to be specified at the time of sending the message.

Please note, when using the cloaking feature be aware that the responses will be sent to the cloaked number and will not be added to Salesforce. When cloaking to a List View selection of records, you will only be able to cloak as the ‘Sender’.

To use the Cloaking feature, you will need to set the ‘Enable Cloaking’ Configuration setting to TRUE on the Setup & Configuration page. You will also need to request the feature to be enabled directly with MessageMedia.

Assigning Default Account to Users

If you have more than one MessageMedia account, you may want to assign a specific account to be used by default for particular Users. For example, you may have one account for Sales, one for Marketing and another for Customer Support.

To set a default account to a User, edit the User’s record and enter the MessageMedia Account Name into the ‘Mercury SMS Default Account’ field and click Save. Note: You may need to add the field to the User Page Layout.

When a User has a Default Account set, and they go to send an SMS, this Account will automatically be selected by default.

The Default Account will also be used for messages using the SMS Feed, SMS Template and messages triggered via Workflow Rules / Process Builders.

SMS Opt Out

Out of the box, Mercury SMS provides SMS Opt Out on the Lead and Contact Objects. You can expand this logic to any other Standard or Custom Object within Salesforce.

To configure the Opt Out Process for an Object, you need to create a Checkbox field on the Object, ensuring it is labelled as follows:

Field Name: SMS Opt Out

API Name: SMS_Opt_Out__c

When an inbound message is received containing the phrase ‘STOP’ any ‘SMS Opt Out’ field across any Object will be updated to TRUE, preventing you from sending any further outbound messages to that record.

Delivery Status Notifications

Custom Fields are included on the Task Object called ‘SMS Status’ and ‘SMS Status Code’. By default, these fields can be ignored. However, if you have the Delivery Status Notifications add-on feature enabled with MessageMedia, you will be able to track the delivery status of your outbound messages. Below is a list of the MessageMedia Delivery Status Codes.

101: Message being processed by the gateway.
102: Message is being rerouted to a different provider after failing via the first provider.
151: Message held for screening.
200: Message submitted to downstream provider for delivery.
210: Message accepted by downstream provider.
211: Message is enroute for delivery by provider.
212: Message submitted. Delivery pending.
213: Message scheduled for delivery by downstream provider.
220: Message delivered.
221: Message delivered to the handset.
320: Message validity period has expired (prior to submission).
401: Message validity period has expired (before delivery).
301: Usage threshold reached. Message discarded.
302: Destination address blocked. Message discarded.
303: Source address blocked. Message discarded.
304: Message dropped. Contact support.
305: Message discarded due to duplicate detection.
402: Message rejected by downstream provider.
403: Message skipped by downstream provider.410: Invalid source address.
411: Invalid destination address.
412: Destination address blocked.
413: SMS service unavailable on destination.
414: Destination unreachable.
330: Gateway failure.
331: Message discarded.
332: No available route to destination.
333: Source address unsupported for this destination.
400: Message failed; undeliverable.
405: Message cancelled or deleted by provider

The Delivery Status add-on must be enabled directly by MessageMedia. For further information on this feature, please email support@messagemedia.com.

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