Video tutorial | Learn the basics of text messaging in Salesforce
Whether you're just getting started with Mogli on Salesforce™ or you could use a quick refresher, this tutorial gives you everything you need to do more of what matters. If you already have Mogli installed in your Salesforce production org, you'll notice our in-app guidance prompts to help you along the way. Throughout this article, keep in mind that Mogli can send and receive texts on any other Standard or Custom Salesforce Objects.
Today, we are focusing on learning more about Mogli-related fields and Conversation View.
To begin exploring Mogli, set up and use a test contact record in Salesforce.
Your Mogli number is a uniquely formatted mobile number populated by a workflow that runs off the mobile field, adding the country code and removing non-numerical characters. Once your Mogli number field appears like this, you'll be ready to send and receive texts with their recipient. The Mogli number acts as a unique identifier for every record. Every time an incoming message arrives, Mogli associates the message with an existing record that matches the sender's Mogli number. Beneath that field is the default gateway field.
All of our outbound phone numbers live in the Gateways tab. We use the term gateway to define our outbound phone number. A gateway is the phone number over which messages are sent and received.
If you click on a gateway in the Gateways tab, information surrounding the particular phone number displays. These fields typically remain unmodified as they tie directly to Mogli's messaging partner. However, feel free to modify the gateway name, which appears your dropdown menus in Conversation View and Bulk SMS.
Selecting a gateway is useful for keeping consistency in your communications for your recipients. If multiple Salesforce users text message one recipient, the populated gateway field shows users which gateway is most popular. To ensure the recipient doesn't receive text messages from multiple phone numbers, the user selects the most frequently used gateway before sending their text.
If the default gateway field is blank, then the Conversation View "default" gateway sends from the gateway value specified in the Mogli application settings. This gateway is the global default gateway.
The Mogli opt-out checkbox can be modified manually or by way of automation. When checking the box, we can see that the conversation view is disabled. A quick and easy Process Builder outlines in the Mogli user guide automatically checks or un-checks the opt-out option when somebody texts in the single words: stop, start, or more.
How do I see and keep track of who sent what to which recipients?
When you're in a contact record, the last 300 incoming and outgoing texts to and from this contact display in Conversation View. If multiple users engage with a contact, filter a conversation's texts by clicking into this gear icon at the top of Conversation View and selecting a particular Salesforce user. The timestamp for sent and received messaged, as well as the gateway used to send a message (SMS, WhatsApp™, Intelligent Routing), appear below the message copy.
Outgoing text messages contain the image or avatar associated with the Salesforce user who sent the message. If the user doesn't have an uploaded image, their initials appear beneath each message instead. Additionally, each user can modify their text and bubble colors so that they can more easily identify their outgoing messages.
If you want to locate the entire history of all incoming and outgoing messages with this contact, "view all" in your SMS-related list. In this list, you see all incoming and outgoing messages. Additionally, the forms-related list contains information from automated surveys or conversations with a contact.
Plus, you can create avatars for incoming messages! The Mogli avatar URL field adds a little fun to Conversation View. When you populate this field with an image URL, that image appears as an avatar next to every incoming text message from your contact.
Where can you find records of your org-wide text-message history?
Navigate to the SMS tab to find all incoming, outgoing, and scheduled texts in the "all" list view. You may create other list views for specific users and other use cases. Click into the SMS number for specific information on each text. These fields are especially useful when creating text message automations.
How do I send a text message with Mogli in Salesforce?
To send a message, type directly in the "message-to-send" field in Conversation View, then either click "enter" or the red arrow. Our character counter helps you keep tabs on the length of your message. Generally, it's best practice to aim for 160 characters, but we've successfully tested up to 1600 characters.
Beneath the message to send field, you'll find more customization options in a dropdown menu where users select the gateway from which they'd like to send their message. Keeping the gateway selection at "default" sends your message over the gateway populated in the default gateway field on the record. If no value is in the default gateway field, Mogli sends the message from our global default gateway, which we'll address soon.
Next to the gateway dropdown menu is Mogli's SMS template dropdown menu. SMS templates are pre-created messages that can be one-off announcements or sequenced for automated conversations and surveys. Using SMS templates is a great way to ensure that your users are communicating consistent information to their recipients. Lastly, you have the option to schedule your message by choosing a date and time for delivery. After you select the date and time, clicking "send" queues the message for delivery. A little clock icon next appears next to a scheduled message.
Creating a text message templates (for SMS or WhatsApp™)
To create a new SMS template, head over to the SMS Templates tab. Click "new" and name your template. Populate your message in the text field. We cover how to personalize your messages with merge fields later on in this post. Click "save." Your SMS template is ready to use.
Once you create an SMS template, navigate to the Bulk SMS tab to send a text message to a group. This tab is one of the places from which to send the same message out to more than one recipient at a time. You may also create bulk text messages from contact or lead list-views. By clicking the send SMS Lightning button, you have the option to select a campaign from the lookup field or by manually selecting contacts, leads, or records from other objects.
Once you select your recipients, you're ready to create your message. In the SMS message section, you can manually type a message, use a merge field, or select an SMS template. Similar to Conversation View, select the gateway from which to send your message (SMS, WhatsApp™, Intelligent Routing). Keeping the gateway selection at default sends each message out over the default gateway populated on each recipient's records. You also have the option of selecting a different gateway.
If you're sending a message to more than 100 recipients, a banner displays, advising you to select the intelligent routing gateway. Intelligent routing is Mogli’s workaround to expensive shortcodes, maximizing efficiency without increasing costs. Your bulk messages send over multiple long-code, toll-free phone, or shortcode numbers. Keep in mind that intelligent routing is an entirely optional add-on feature. If you feel more comfortable using shortcodes, Mogli supports you!
If your recipient count is less than 100 recipients, you may choose to select a regular gateway to send your text. Finally, you have the option to schedule your text or send it immediately. When everything looks good in the Bulk SMS tab, click "send" to complete this process.
How will I know if someone responds to my message?
With Mogli, there are many ways to be notified when an incoming message arrives. An audible chime and a blinking component indicate that an incoming message meets the notification criteria of the logged-in Salesforce user. When the user clicks on the component, the name of the contact or lead and the message appear. Clicking on the notification takes the user directly to the record where they're able to continue the conversation.
How do I set up my incoming text message notifications?
Our out-of-the-box solution is in-app notifications via the utility bar. Add this component to any of your other unmanaged Lightning apps. By configuring these notifications, Mogli notifies users of incoming messages that are important to them, whether it's a response to a bulk message, a one-on-one conversation, or an automated conversation.
Each Salesforce user may create personalized notification settings. By clicking into the notifications component settings and selecting from a dropdown menu which setting best applies and which gateways they prefer for their notifications. Remember to click "update." All notifications settings can be viewed by going to the notification settings tab.
Form templates for automating text conversations, surveys and forms
Navigate to the Form Templates tab to begin building automated conversations or surveys. Mogli can create either linear or branching conversations, forms, and surveys. In a linear form template, recipients get the same questions, no matter how they respond. A branching form template works a little differently and works off of possible answers that you create. In other words, depending on how people respond to your branching questions, Mogli texts them with different questions. The Mogli team is happy to help you create more complex branching form templates if needed. Reach out to the Customer Success Team here.
Once you've planned your questions, possible answers, and sequences, you're ready to build out your script. First, click "new," name your template, and put it in a status of "draft." Click "save."
Note: If you want to enable recipients to text back to participate in a survey or conversation, be sure to insert an inbound keyword that they can text in to initiate the survey. Keep in mind that the keyword is case insensitive. This interactivity is only optional.
Now it's time to build your script. In the question templates section, click "new." Let's label your first question, populate your message copy, and mark it as your first question. Click "save" and create a new question template as many times as you need. "Form complete" means a question is a potential end to your automated survey or conversation. Remember to check or uncheck the "first question" and "form complete" boxes as is necessary.
Click "view all" to see your entire script and put your questions in order. Go to your first question and assign the default next question, the question that automatically follows. Sequentially populate the subsequent questions. Save as you go.
When you revisit your form template record and click "view all," we can now see that we have a series of default next questions. Check that all of our questions are in order with one first question and one last question, unless you're creating a branching survey.
Copy the message copy of your first question and return form template to make the status "active." Since you're sending this text message form template outbound, you must create an accompanying SMS template. Navigate to SMS templates to create a new one. Name the template, paste the message copy so that it verbatim matches your form template. Associate the form template you already created and save your work.
We are now ready to test! In a contact record, from where you plan to send this text message automation, find the template in the dropdown menu. Select it, and see your question populates. Send your message!
Where does all the Mogli form template information live inside Salesforce?
Text messaging form templates live in a record called a "form." Navigate to the Forms tab where you may sort by the date and completion status. When you see the status is "complete," this means that the person got all the way through to a Mogli form or survey question you marked as "form complete." See the form template that a contact engaged with, and click into the form number in "question responses" if you want more insight into how that person's responses. Here, Mogli displays all the questions received and answers given by that contact.
You may also find this form in contacts related list for forms. In your test contact record, go to the related tab where you can see all the complete and active automated conversations with the contact. Based on question responses, you can easily report and dashboard your text messaging communications.
Head to the applications settings tab. Contact merge fields are where you populate the API formatted names of any contact, custom or standard merge fields in Salesforce. Populate any fields you'd like to use in your text message communications. Configure the fields in the application settings, then place the API formatted name of the field in between double curly brackets.
Keeping the gateway value at "default" allows all of your users to have access to send from any gateways you have configured in your org. Alternatively, the Salesforce admin can grant permission to utilize specific gateways with user-assigned phone numbers. To assign gateway numbers, click "user-assigned phone number," input the values, save your work, and navigate to the gateways tab. To specify who has access to send texts from a particular number, click into that gateway number to see the gateway users. You can see historical number assignments, and to assign a different user to this number, click "new." If you return to your test record, you see that you only have access to send from the configured numbers.
What if we don't have a record of someone who texts into Salesforce?
Selecting the "create anonymous leads" checkbox allows Mogli to automatically create new leads when it cannot find an existing record associated with an inbound text. Mogli names this new lead "anonymous lead," and it would have all the same Mogli fields, including Conversation View. This way, a Salesforce user can engage this anonymous lead via text to get their personal contact information to populate the lead or contact record. Ensuring that all of your contacts and leads have accurately populated Mogli numbers helps you avoid the potential of duplication.