Mercury SMS FAQ Portal

Use the self-service FAQ Portal to discover more about Mission Control

Feel free to browse our FAQs section or download our user guide below!

If you have a question that isn’t answered here, please let us know and we’ll be sure to add it to the list!

What is the price of Mercury SMS?

Mercury SMS is licensed on a ‘per-organisation’ basis. This means you pay one set fee regardless of how many Salesforce.com users you have. Mercury SMS costs AU$100 per month. Payment is via Credit Card on a monthly subscription basis.

Mercury SMS messages are distributed via MessageMedia. 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. MessageMedia offers a variety of tariffs to suit each individual client’s volume.

What editions of Salesforce is Mercury SMS available for?

Mercury SMS can be installed in the following Salesforce Editions:

Enterprise
Unlimited
Developer
Performance

If you are running a lower edition than those listed you would need to upgrade before being able to install and use Mercury SMS.

Do you offer a discount for non-profit organisations?

Yes. Aprika offers discounted rates for high licence volume and not for profit organisations across all of our products. If you fall into either of these categories, please contact us to discuss further.

 

How do I unsubscribe from Mercury SMS?

If you would like to unsubscribe from Mercury SMS, we require a written request with 1 months notice as per our terms and conditions.

Who do I contact if I need help with Mercury SMS?

The best way to get help with Mercury SMS is by sending an email tosupport@aprika.com.au.

How do I add additional user licenses?

Mercury SMS is licensed on a per company basis which means that there is no need for additional user licenses. If you are finding that some users can not access the application, you should check the profile and security settings for your organisation to ensure that the users have access to the package components.

Can I send an SMS from my Company Name?

Yes you can set a senderID as a name instead of a number, this is limited to 11 characters in length.

In doing so, as there is no number associated with the sending of messages, messaging becomes 1-way (i.e. outbound to the handset, with no functionality to receive replies).

There are costs involved in setting this up, see below (ex GST).

Setup & Activation: $100 (once-off)
Monthly Licensing Fee: $50/month

An alternative solution would be to use a dedicated number, meaning that all messaging coming from the NSR account would come from the same mobile number each time – this allows for the ability to not have the changing rotary of numbers when sending messages, but also keeps the functionality of a 2-way service allowing for replies to come back.

Costs to set this up are the same as the above.

 

Can I test Mercury SMS without installing it?

Mercury SMS uses a text messaging provider called MessageMedia to deliver sms messages. Because of this requirement, it is not possible for us to provide a public test drive environment for this product, however we are happy to arrange a live demonstration for you upon request.

Assignment of Inbound SMS Activities

Inbound SMS activities will be assigned to a user based on the settings specified on the Mercury SMS Setup Page.

The choices for assignment are to assign the SMS activity to:
– The last user to send an SMS to the record
– The last user to modify the record, or
– The record owner.

These options need to be specified globally for Leads, Contacts and Person Accounts, and All Other Objects. If inbound SMS are not being assigned to the most relevant person, you should review these settings.

In addition, where an inbound SMS cannot be matched to a record in Salesforce.com, Mercury SMS will assign the record and send a notification email to the user specified as the “Orphan Message Owner”. The orphan message owner can also be updated on the Mercury SMS Setup page.

Inbound SMS Activity Record Association

Mercury SMS relates inbound SMS to the appropriate record based on a Thread ID, captured in the messaging data, or by locating a matching mobile phone number in a “Phone Mapping Field”.

In some cases a match cannot be found, either because;
– The inbound SMS came from an unrecorded number,
– An inbound phone mapping field had not been created, or
– Mercury SMS has not been given access to view the relevant records or fields due to profile and sharing settings.

Where Mercury SMS cannot locate the correct record to match the SMS activity to, the activity will be created  and assigned to the orphan message owner to review and update as needed.

If all inbound SMS are being assigned to the orphan message owner, you should review the user guide and ensure that the Mercury SMS Site Guest user has the correct access to the records and fields, and that the inbound phone mapping fields have been created as required.

Mercury SMS & Private Contacts

Mercury SMS requires read access to Contacts in order to relate inbound SMS messages to Contact records.

In the case that your sharing settings for Contacts are “Controlled by Parent” and the correct access is given to the Accounst object, then Mercury SMS will be able to access the Contact records only if they are related to an Account.

If you have a Contact record that is not related to an Account it will be treated as a private Contact unless the Contact sharing rules are explicit for Contacts and not inherited from the parent Account.

If you require that Contacts are not linked to Accounts and that the Contact access is controlled by the parent record, you will need to create a sharing rule to open up access to these Contacts to the Mercury SMS Site Guest User, otherwise Mercury SMS will not be able to relate inbound SMS to the Contact record.

Mercury SMS Permission Set

Mercury SMS comes with a permission set called “Mercury SMS Full” which provides full access to all of the Mercury SMS components. This permission set allows you to quickly and easily give your users access to use Mercury SMS.

Note: When installing Mercury SMS you have the option to grant access to all users, if you choose this option you will not need to assign the permission set.

In the case that you want to give users restricted access to Mercury SMS, such as to not allow them to create SMS Templates, you should not apply the Mercury SMS Full permission set, but instead make a refined version of the permission and apply to the users as required.

SMS Templates Merging Record IDs instead of Record Names

Mercury SMS offers the ability to create templates using merge fields on the master object (the object that the SMS will be sent to) as well as fields on objects that are related as parent objects via lookup or master-detail relationships.

For example if you are building an SMS template for Contacts, you can also merge in details from the related Account object, including the Account name and address, by selecting to merge fields from the related object in the picklist before the merge field picklist.

If you are finding that your merge filed is returning the ID, instead of the Name, this means that you have not selected the correct merge field.

When merging in fields from related objects, you need to ensure that you first select the correct object before you select the field. If you select the Account field from the Contact object merge fields, this will be the Account ID.

Instead, you should first select to merge from the related object in the picklist in front of the merge fields, and then you will have access to select the correct Account Name merge field.

Message Feed for Cases

The Message Feed feature can be added to the Case object but you should note the following restrictions:

– The Message Feed will be for the linked Contact or Person Account and not the actual Case record.
– You can only select Contact SMS Templates via the Feed.

To configure the Message Feed for Cases, please refer to these steps:

http://resources.aprika.com.au/_files/mercury_case_feed.pdf

Inbound SMS Not Working

In order for inbound SMS to get created in Salesforce.com, your Web Push URL must be correctly applied on your MessageMedia account.

If your inbound SMS are not being created in Salesforce, you should check that you have correctly set up Mercury SMS as per the user guide, and that your Web Push URL has been applied to your MessageMedia account. Note that if you are using a MessageMedia trial account, you will need to notify MessageMedia so they can update the Web Push URL once you have submitted it. If you are using a live MessageMedia account then you can directly update the Web Push URL.

Please also note that if you tested Mercury SMS in your sandbox environment and then installed into production, the Web Push URL will be different and will need to be updated in your MessageMedia account.

Often, the issue is not that inbound SMS is not being created in Salesforce.com, but instead that the activities are not being assigned to the correct record due to sharing settings. In this case you should review the setup instructions in the user guide, with regards to giving access to the Mercury SMS Site Guest User and Sharing Settings.

Where Will I See The Inbound SMS?

Mercury SMS will relate the inbound SMS activity to a record based on locating a matching “Thread ID” or “Phone Mapping Field”. If this occurs the inbound SMS will be available in the activity related lists of the record.

Whether the inbound SMS activity is recorded in the “Open Activities” or “Activity History” related list will depend on the status you have chosen to apply to inbound SMS on the Mercury SMS Setup page. If you have chosen to assign the inbound SMS an open status, the activity will be shown in the “Open Activities” related list. If you have chosen to assign the inbound SMS a closed status, the inbound SMS will appear in the “Activity History” related list.

The Message Feed feature for Leads and Contacts will also allow you to view inbound and outbound SMS in a conversation style view.

If the inbound SMS could not be assigned to a related record it will be assigned as a task to the orphan message owner, who will also receive an email notification linking to the activity.

What is Inbox Apps?

Inbox Apps is a feature of Cirrus Insight which allows other Salesforce.com apps to be integrated into your email inbox. We have partnered with Cirrus Insight to allow customers of both apps the ability to use the Mercury SMS Message Feed feature to send and receive SMS messages to Salesforce records from within your email inbox!

Find out more about this feature in our user guide.

Delivery Receipts

Mercury SMS does not provide delivery status information for outbound SMS, however  it is an optional feature available within your MessageMedia account at an additional fee. Please contact MessageMedia to discuss your requirement for delivery receipts.

Alpha Tags

Mercury SMS supports the use of Alpha tags for outbound messages if this feature is activated on your MessageMedia account.

What is an Alpha Tag?
An Alpha Tag is a Name or Number that can be displayed as the sender of the messages, without the recipient having the number saved in their phone. A common use case for this is for a business to use their Business Name, allowing customers to know quickly who the message has been sent from. It is also referred to as a Sender ID or Custom ID.

The following restrictions apply to Alpha Tags:
• Alpha Tags can consist of 11 characters with no special characters. (Only upper case, lower case letters, numbers, and dashes).
• When using Alpha Tags, reply messages cannot be received.
• MessageMedia offers Alpha Tags (Sender IDs) to Australian & UK Customers only.
• Fees may be applicable, contact MessageMedia to discuss.

Dedicated Numbers

What are Dedicated Numbers?

A dedicated SMS number (sometimes known as virtual number) solution allows you to send and receive SMS from the same number, every time. Dedicated numbers are perfect for brands that want a permanent and powerful SMS presence, and are an essential component of any two-way SMS messaging campaign. Dedicated local numbers are capable of sending and receiving. A dedicated number can be added to multiple MessageMedia usernames for sending, and to one username for receiving (unsolicited inbound messages).

The following restrictions apply to dedicated numbers:

• Dedicated Short codes are required for US clients performing large marketing sends. Content needs to be approved by carriers, and provisioning takes time.

• Dedicated Short codes are required for all messages sends in New Zealand due to carrier restrictions, and provisioning takes time.

• You should discuss your specific dedicated number requirements with MessageMedia.

• Please note additional fees will apply.

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