User Guide | Getting Started with One-to-One Texting in Salesforce®

One-to-one conversations in Salesforce are one of Mogli's most loved features because of our fun and intuitive Lightning Conversation View component!  This component may be configured on any Standard or Custom Object and is used to conduct one-to-one conversations with the recipient associated with the record.

This article is your knowledge-base covering:

1. The Conversation View Lightning component

2. Steps to take before conducting one-to-one text message conversations

3. How to populate Mogli numbers for existing records

4. The basics of conducting a one-to-one conversation

The Conversation View Lightning Component

1. Settings - allows users to filter the conversation by user and customize text and bubble colors
2. Conversation view body - displays the last 300 incoming and outgoing SMS and MMS (MMS is supported only in Salesforce Lightning experience, and over non toll-free Gateways)
3. Message to send field - manually type a message and view your character count
4. Gateway picklist - choose the Gateway (outbound phone number) from which to send the message
5. Scheduler - if not sending immediately, choose the date and time the message is to be delivered
6. MMS file selector - supported files include jpeg, gif, png, pdf, mp4
7. SMS Template picklist - select a predefined message or trigger an outbound survey or automated conversation

Steps to take before conducting One-to-One text message conversations

1. Consent must have been provided by your recipient - see the Obtaining Consent section
2. Correctly populate the Mogli Number - the unique identifier for every record

• Ensure that the Mobile and Mogli Number fields are visible on your chosen Page Layout

• If on a Contact or Lead record, click Edit to modify the record.  If there is a Mobile number listed, simply click Save.  Otherwise, input a Mobile number, and Save.  Our managed workflow should have auto-populated the Mogli Number field into this format: +12223334444 (+, country code, area code, and phone number)

     3. The Mogli Opt Out checkbox must not be checked

• If the Mogli Opt Out box is checked, Conversation View will be unavailable and users will be unable to send messages of any kind:

IMPORTANT:  If a recipient texts in the word STOP, or another opt-out keyword, you will not be able to send them a message from Mogli over the Gateway they’ve opted out of, even if the Mogli Opt Out checkbox is unchecked.  Our messaging partner will register the opt out and prevent subsequent message attempts from being delivered.  If the Mogli Opt Out checkbox = TRUE, and you attempt to include the recipient as part of a bulk send, they will be excluded in the list of your recipients.  We highly recommend building our 10-minute Opt Out/In Process Builder in our AUTOMATIONS section.

How to populate Mogli numbers for existing records

Depending on the number of records needing Mogli Numbers, your options vary.  To populate Mogli Numbers for 50,000 or fewer records, you may use Data Import Wizard.  For more than 50,000 records, you may use Data Loader.

Data Import Wizard (for 50,000 or fewer records OR batches of 50,000) Video Here

For Contacts and Leads:  If you have Contacts and Lead records that need a Mogli Number populated, ensure that the Mobile field values are correct.  Run separate reports on Contacts and Leads with their Case Safe IDs and use The Data Import Wizard to update the records.

1. Run a report of all Contact and Lead IDs (no other fields are required)
2. Export the report to CSV

Use the Data Import Wizard

Be sure to check the “Trigger workflow rules and processes?” checkbox. This will ensure that the workflow that auto populates the Mogli number will run.For other records: Depending on how your CSM configured Mogli, the Mogli Numbers may be populated using a formula field.  Contact your CSM for more information.

Data Loader (for more than 50,000 records)   Video Here 

For Contacts and Leads:  Run reports on Contacts and Leads with Case Safe IDs and use Data Loader to perform a mass Edit/Save (Upsert) to trigger the Mogli Number workflow.

1. Run a report of all Contact and Lead IDs (no other fields are required)
2. Export the report to CSV
3. Use Data Loader to upsert by matching the Case Safe IDs to the ID field of the Contact or Lead (this will not edit the record, but it will trigger the Mogli Number workflow to run)

For other records:  Depending on how your CSM configured Mogli, the Mogli Numbers may be populated using a formula field.  Contact your CSM for more information.

Steps to take to send Texts Internationally

1. Create a custom checkbox field for Contact and Lead records called “International Mobile Number.” 
2. Access and clone the existing Mogli Number workflow rules for both Contact and Lead entitled “WITH PLUS - onCreateEditWhenMobileNotNull.” 
3. For the cloned workflows, add a second line of criteria that International Mobile Number equals True. 
4. In your Field Update Detail, remove the 1 from the Formula Value, so that it looks like this:

        5. Activate both workflows. 

Now, whenever a Contact or Lead has the International Mobile Number checkbox checked, their Mogli Number will be reformatted, but will not include the “+1” at the beginning.  Be sure that the country code is listed in the Mobile field so that it transfers to the Mogli Number field.  For those Contacts and Leads who do not have the International Mobile Number checkbox checked, their Mogli Number field will be reformatted to include the “+1.”

Another way to correctly populate international Mogli Numbers is by using Process Builder to populate the Mogli Number based on the value in the Country field.

International texting is available on Elite and Enterprise Plans only.  For more information on our WhatsApp functionality, see our WHATSAPP section.

The basics of conducting a one-to-one conversation

CONDUCT A BASIC 1:1 CONVERSATION

1. Type directly in the message field
2. Hit Enter or click the red arrow to send
3. Your outgoing message will display immediately and incoming messages will display in real-time

Important: It’s best practice to limit your messages to 160 characters or less.  Most phones and carriers support up to 1600 characters, but we’ve found a higher response rate to shorter messages.  When considering message costs, each message segment is 160 characters.  If Unicode or emoji are used, it reduces to 75 characters.  For messages greater than 160 characters, you may be charged for an additional message segment.  Most carriers will concatenate those messages so that it appears as a single message on the recipient's phone.  However, some carriers do not concatenate and each message is delivered separately.

Related resources:

User Guide | How to send MMS in Salesforce with Mogli

User Guide | Personalize Chat Colors and Avatar in Conversation View

User Guide | Gateways, SMS Templates, Scheduling 1:1 Text Messages