Mercury SMS User Guides

Search any of the sections below for detailed user instructoins

Mercury SMS User Guides

Welcome to Mercury SMS, the application that enables you to communicate with your clients via SMS directly from your Salesforce.com 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.com 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. However, if you require assistance, please don’t hesitate to contact us on support@aprika.com.au.

Use the button below to download a PDF version of the user guide or navigate the various sections online using the toggles that follow.

What is Mercury SMS

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

It provides Salesforce.com users with the ability to send individual SMS messages and bulk messages to any standard or custom phone field in Salesforce.com, 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 scheduled to send at a later date. 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.com with MessageMedia to send individual and bulk SMS messages to Leads and Contacts (you can also send outbound messages to any Phone field on any Standard or Custom Object) held within Salesforce.com.

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.

Mercury SMS User Guide

Configure a Force.com Site for Mercury SMS

To enable the Inbound SMS functionality, a Force.com Site needs to be configured as follows:

Go to the Setup Panel, by clicking on the Setup link near the top right corner.

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Type ‘Sites’ in the left hand Quick Search box. Then click ‘Sites’ under the Develop sub heading.

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Register a Force.com Domain

Note: This step only applies if you do not already have a force.com Domain.
To register a domain, follow these steps:

  • Enter [Your Company Name] in to the text box and click ‘Check Availability’
  • If the Force.com Domain Name is available, select the checkbox and click “Register My Force.com Domain”. If it is not available, choose another name for your site, such as an abbreviated or extended version of your business name.

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Once you have a registered domain, you can create a new site.

Create a Site

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

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Configure your Site EXACTLY as shown below and click “Save”.

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Grant the Site Access to the Relevant Objects and Fields

The Mercury Site will require access to various objects and fields in order work correctly.

In order to grant the relevant access go to the Mercury Site and Click on ‘Public Access Settings’

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On the next screen, click ‘Edit’

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Note: If the Mercury Profile Page does not appear in the same format as the above screenshot, please disable Enhanced Profile Layout by going to Setup > User Interface and Deselecting “Enable Enhanced Profile User Interface” then save. This will ensure that you can follow the instructions outlined below. You can then reactivate the enhanced profile layout after completing this section.

Scroll down to the Object Permissions section & ensure the profile has ‘Read’ access to the Leads and Contact Objects as well as any other Objects you wish to send messages to and then click ‘Save’.

Grant Object Access

Next, scroll to the Field-Level Security section and click “View” next to Leads.

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Now click edit and then mark the ‘Mobile Phone Short’ and ‘SMS Opt Out’ fields as visible and then Save.

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Now, you need to do the same for Contacts. Click “View” next to Contacts in the Field-Level Security section

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Click edit and then mark the ‘Mobile Phone Short’ and ‘SMS Opt Out’ fields as visible then Save.

Also ensure that Mercury SMS has access to view any Custom phone fields you would like to be able to send and receive SMS Messages for on your standard and custom objects, and that Mercury has view & Edit access to all fields you are wanting to update with Keyword Actions.

Next, you need to scroll down to the “Enabled Apex Class Access” related list and click “Edit”.

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

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We now need to adjust the time zone and locale settings for the Mercury Site Guest User. To do this, click the “View Users” button at the top of the page.

Locale Settings

Now, click Edit next to the Mercury Site Guest User.

Locale Settings 2

Now, on the user page, scroll down o the Locale Settings section and update the Time Zone, Locale and Language to match your organisation. The time zone will be used to set the due date on inbound SMS activity. Adjust the settings and click save.

Locale Settings 3

You can now review your sharing settings and then go to the Mercury SMS app to complete the remaining steps.

Review Sharing Settings

Mercury SMS must have at least read access to Leads, Accounts, Contacts and any other objects you want to be able to send and receive messages for. If your organisation wide sharing settings are set to Private, you will need to create sharing rules to give read access to the Mercury SMS guest user.

Connect Your MessageMedia Account

MessageMedia

MessageMedia is the SMS provider for Mercury SMS. In order to use the app you must also have a MessageMedia account and submit these details to connect the app. If you do not already have an account you can request a free trial.

Request a Trial Account (If required)

Note: If you already have a Live MessageMedia account, you can skip this step and move on to ‘Apply your MessageMedia Account Details’.

If you are using Mercury SMS for the first time and do not have a MessageMedia account, you can request a trial account following these steps:

Within the Mercury SMS App, go the Setup & Configuration tab.

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From here, complete your details in the “Step 1” section as follows:

  • Country (Mobile/Cell) – select the Country you would like your messages to be sent from
  • Company Name – if different from that already selected
  • Contact Name – if different from that already selected
  • Contact Email – if different from that already selected
  • Check ‘Send a copy to me’ to be cc’d on the email
  • Click the ‘Request Trial’ button

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The ‘Activation Sent’ icon will appear. You will shortly receive your account details via email from MessageMedia; the email will look similar to the following example:

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Note: if you have already configured the Site as outlined in the instructions above, you can now proceed straight to Step 3. If you have not yet configured the Site, please refer to the ‘Configure Force.com Site’ section.

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 page. Enter your MessageMedia User name and Password and then click “Update”. The ‘Account Details Saved’ icon should appear.

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Generate A Token

Once you have added your MessageMedia account details, you need to generate a Token. In the step 4 section of the setup page, click the “Generate Token” button. The Token will appear in the text box and the ‘Token Created’ icon will appear.

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Generate a Web Push URL

You are now ready to generate your Web Push URL that will be used by MessageMedia to process inbound messages. Select the Secure Web Address, this should be the Mercury Site previously configured and then click the ‘Generate Web Push URL’ button, your URL will be displayed. It is recommended that you copy this now for use in a later step. Be sure to notify MessageMedia of this change by clicking on the ‘Click Here’ link.

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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 setup 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 that recorded on the setup & configuration page should be added to the account manager page. Add the login details for each additional MessageMedia number 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 to “Save Accounts”.

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MessageMedia Account Setup

Once you have configured your MessageMedia account in Salesforce, you then need to login to MessageMedia to complete the two-way connection. The instructions for this differ based on whether you are using a Trial Account or a Live Account, as follows:

MessageMedia Trial Account Setup:

  1. Go to www.message-media.com
  2. Click Sign In
  3. Enter your MessageMedia User Name and Password (you would have received this following successful completion of Step 1 above)
  4. Click ‘Create a new broadcast’
  5. Set the ‘Internal Tracking Name’ as Token
  6. Paste your Web Push URL into the ‘Message’ box
  7. Click ‘Save as template’
  8. Click Logout
  9. Return to the Mercury SMS Setup & Configuration page and click the ‘click here’ (as shown on the screenshot above) link to notify MessageMedia you have completed this setup process.

Note: After your trial account expires you will need to sign up to a live account. When this happens you will need to update your username and password on the Mercury SMS Setup & Configuration page and then follow the instructions below to link your Live Message Media account to Mercury SMS.

MessageMedia Live Account Setup:

  1. Go to www.message-media.com
  2. Click Sign In
  3. Enter your MessageMedia User Name and Password (you would have received this following successful completion of Step 1 above)
  4. Select User Administration
  5. Click ‘Settings’ on the Account you need to update
  6. Click the ‘Reply Settings’ Tab
  7. Paste your Web Push URL into the ‘Inbound message processing URL’ field
  8. Click Update
  9. Click Close
  10. Click Logout

Complete your Salesforce.com Setup

Create Custom ‘Send SMS’ Buttons (if required)

Mercury SMS comes with ready to go buttons for the following standard Salesforce.com objects, but you can also create your own custom detail page or list view button for other standard and custom objects within Salesforce.

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 objects. Use the list view button instead

Create a Detail Page Button

Detail page buttons allow you to send an SMS to any phone number field stored on a specific record.

To create a detail page button for a Standard Object: Goto: Setup > Customize > [Object Name] > Buttons, Links & Actions > New

To create a detail page button for a Custom Object: Goto: Setup > Create > Objects > [Object Name] > Buttons, Links & Actions > New

In the custom button window, complete the details as follows and then 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 your page layouts. We also recommend you set the Window Open Properties for your custom buttons to have a height of 400p

Create a List View Button

List View buttons allow you to Send SMS messages to multiple records at the same time.

To create a list view button for a Standard Object:

Goto: Setup > Customize > [Object Name] > Buttons, Links & Actions > New

To create a list view button for a Custom Object:

Goto: Setup > Create > Objects > [Object Name] > Buttons, Links & Actions > New

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

List View Button
Label Send SMS
Name Send_SMS_List
Display Type List Button
Display Checkboxes True
Behaviour Execute JavaScript
Content Source Onclick JavaScript
Body if({!GETRECORDIDS($ObjectType.Name)}.length > 0){console.log({!GETRECORDIDS($ObjectType.Name)}); var popup = window.open("{!URLFOR('/apex/mercury__composemessage')}?ids="+
{!GETRECORDIDS($ObjectType.Name)}, "sms", "width=800, height=300");
}
else{
alert('Please Select Some Records.');
}
Note: You don’t need to make any changes to this text.

Note: The Bulk SMS via List View feature is available for all Standard and Custom Objects, excluding Campaigns. After creating your list view buttons you will need to add them to the list view layout by going to the search layouts section for the object and then editing the list view layout and adding the button to the view. We also recommend you set the Window Open Properties for your custom buttons to have a height of 400px.

Create Custom Phone Mapping Fields (if required)

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 phone field within Salesforce on these or other objects, you will need to create mapping fields for each, which allow for the inbound text to mapped to the correct record.

To create a Phone Mapping Field for a Standard Object:

Goto: Setup > Customize > [Object Name] > Fields > New

To create a list view button for a Custom Object:

Goto: Setup > Create > Objects > [Object Name] > Fields > New

Complete the field as follows and then 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([FIELD NAME], ‘ ‘, ”)

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

Example Formula: SUBSTITUTE(Spouse_Mobile_Phone__c, ‘ ‘, ”)

Note: Phone Mapping Fields do not need to be applied to your page layouts, however the Mercury SMS User must have visibility to the fields.

Adjust your Salesforce Page Layouts

You can now add the Send SMS buttons to your page layouts. Note: For Leads and Contacts, you must also add the ‘SMS Opt Out’ field to the page.

Adjusting Page Layouts for Standard Objects

GoTo: Setup > Customize > [Object Name] > Page Layouts > Edit

Adjusting Page Layouts for Custom Objects

GoTo: Setup > Create > Objects > [Object Name] > Page Layouts > Edit

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 then save. Repeat this step for all objects that you want to be able to Send SMS Messages for. If you cannot find a Send SMS button, then ensure you have created the Send SMS button and that it was created as a “Detail Page Button”.

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To add the ‘SMS Opt Out’ fields to the page layouts for Leads and Contacts, select the ‘Fields’ section of the page layout editor and then select and drag the ’SMS Opt Out’ field onto the page and click Save.

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Once you have completed this action for all of the required Objects, return to the Mercury SMS Setup & Configuration Tab.

Complete your Salesforce.com Setup

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 should be the orphan message owner in the Step 6 section of the setup and configuration page. Enter in the name of the User that will be the Orphan Message Owner, as you begin to type a User’s name a list of possible Users will appear, select the relevant owner and then click “Save”.

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Trigger User Email

This option 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.

Task Assignment

When an inbound SMS is received, Mercury SMS will create a task to record the activity against the related record, 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 SMS message for the record will be notified.

Default Task Status

The default task status allows you to specify the status 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.

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Activating the Outbound Scheduler

Once you have completed all other steps, you can now activate the outbound scheduler. The outbound scheduler is a batch class that runs every 15 minutes to process any SMS messages that have been scheduled to send at a later date instead of instantly. In the Step 8 section, click “Activate” to enable the Outbound Scheduler. The icon will appear indicating Mercury SMS is now active.

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Congratulations! You are now ready to start using Mercury SMS.

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Using Mercury SMS

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

Outbound SMS

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

  • Send a message to an individual
  • Send a mass SMS message to a list or campaign etc.
  • Create an ad-hoc message
  • Select an SMS Template message
  • Send the SMS message immediately
  • Schedule the SMS message to be sent at a later date/time
  • Execute a Workflow Rule to send an SMS Template message to an individual

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. Instructions on how to use each of the features are provided below.

When an outbound SMS message is sent, an Activity record is created with a Subject of “SMS: Sent” and the Description field will contain the actual SMS message.

Creating an SMS Template

You can create SMS Templates for any Salesforce.com object. To create an SMS Template, first click on the SMS Template Tab and then click on the “New” button.

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Give your template a name, select the object that the template relates to, enter a message for the template using merge fields if you wish, and select the default phone field and senders account for the template.

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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 work for. You need to create specific templates for each Object you wish to send SMS from. Selecting an Object automatically generates the fields that are available for merge for that Object.

2. Select the Field

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”

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Sending an Individual SMS Message

You can send individual SMS Messages to any phone field on any of the following objects:

  • Lead
  • Contact
  • Person Account
  • Campaigns & Opportunities (Special Objects)
  • Case (Contact associated to the Case)
  • Users
  • Any other standard or custom object that you have created the “Send SMS” custom button for.

To send an SMS message to an individual, click on the “Send SMS” button on the detail page for the record.

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This will open up a new browser window that will let you create an ad-hoc message or select an SMS Template from the library.

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Create an ad-hoc message

Type the text directly into the “Message” field

Note: If you wish to add merge fields to an SMS Template, 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.

Select an SMS Template message

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.

The message is now ready to be sent. You can choose to either send it straight away or to schedule it for delivery at a later date / time.

Send Now

Click the “Send Now” button
Click “OK” to confirm you wish to send the message

Send Later

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

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 close the window, returning you to the detail page of the record.

All SMS messages sent via Mercury SMS will appear in the “Activity History” related list.

SMS messages received, will show in the “Open Activities” or “Activity History” related list, depending on default task status that you apply in setup.

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Sending Bulk SMS Messages

Mercury SMS provides the ability to send ‘bulk’ SMS messages via custom list view buttons. Note: This feature is available for all Standard and Custom Objects, excluding Campaigns. For campaigns you can send a bulk SMS to the campaign members using the Bulk SMS button on a campaign detail page.

Sending Bulk SMS Messages via List View Buttons

To send a Bulk SMS via a List View, select the records from your list that you wish to send the SMS to and then click the ‘Send SMS’ button.

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You’ll then be able to type out the message, or select an existing template and send as normal. Note: SMS messages being sent via list views cannot be scheduled to send at a later time. The number of records you have selected to send the SMS to is displayed in the send to field.

Note: The Bulk SMS via List View feature is available for all Standard and Custom objects excluding Campaigns. Custom buttons will need to be created and added to list views to support this feature as detailed earlier in this document.

Sending Bulk SMS Messages for Campaigns

The “Send Bulk SMS” button on a campaign detail page, allows you to send SMS Messages to the campaign members associated with the campaign. Click the “Send Bulk SMS” button to get started.

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You can now choose to create an ad-hoc message to send to the campaign members, or select an existing template. 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 send the sms multiple times.

Once you have prepared your message, you can then select to only send the message to campaign members with a particular status type, as well as specify a new status to be applied to the recipient campaign members when you send the SMS message.

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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 field. For example, to include the First Name value, you will need to insert both values e.g. {!Lead.FirstName}{!Contact.FirstName}.

Sending an SMS via a Workflow Rule

You can automate the sending of SMS messages to any object that supports SMS with the use of SMS Templates & Workflow Rules/Process Builder. First ensure that you have an SMS template set up for the object that you want the SMS message to be sent to.

Then create a new workflow rule, based on your desired criteria to trigger the SMS, 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":"a0290000007vbKVAAY"}

Note: The task comment must be populated this way in order to trigger the sms.

Status Completed

When the workflow rule creates the task, this will be recorded as an activity against the object, and will subsequently trigger the SMS template to be sent, which will also be recorded as an activity history with a subject of “SMS: Sent”.

Click here to view some examples of SMS Automation Rules for Mercury SMS

 

Send Outbound SMS Messages to Users

Mercury SMS allows you 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. (You will need to add the ‘Send SMS’ custom link to the page layout first).

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 called ‘Owner Phone’ and a Workflow Rule that ensures the value of this field is updated every time the record is modified to ensure it matches the Phone stored on the User record. (You have to update the phone field via a workflow rule because you cannot send SMS messages to formula fields). 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 added to the navigation menu by following the steps below.

Click Setup > Create > Apps > Edit your app > Add ‘SMS to Users’ to the Selected Tabs within the ‘Choose the Tabs’ section > Click Save.

Mercury SMS Text Message Salesforce CRM MessageMediaYou will then see the ‘SMS to Users’ Tab in your navigation menu as below.

Mercury SMS Text Message Salesforce CRM MessageMediaThe 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 and click the ‘Send SMS’ button to open up the Compose Message page.

Mercury SMS Text Message Salesforce CRM MessageMediaNote: 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.

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 messages short to avoid using too many SMS credits per message. Each message credit gives you up to 160 characters. So if you were sending a message with 200 characters for example, this would cost 2 message credits. The number of characters being used in your message is displayed underneath the message area as follows:

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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 sent be 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 number 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. 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 response will be sent to the cloaked number and will not be added to Salesforce.com. 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 Enable Cloaking on the Setup & Configuration Page within the ‘Configuration’ section. 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 and another account for Customer Service.

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 Page Layout first).

Mercury SMS Text Message Salesforce CRM MessageMedia

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

Mercury SMS Text Message Salesforce CRM MessageMedia

The default account will also be used for messages using the SMS Feed, SMS Templates and messages triggered via Workflow Rules.

Inbound SMS

Mercury SMS provides inbound message capability. This means a person can reply to a message they received and it will be inserted as an “Activity History” record relating to their record, based on matching Phone_Short__c fields. See section on creating phone matching fields earlier in this document.

Note: where there are multiple records containing the same Mobile number, an Activity History records will be created for each record.

Receiving Inbound SMS Messages

When an inbound SMS message is received, an Activity History record is created with a Subject of “SMS: Received” and the Description field will contain the actual SMS message. An email notification will also be sent to the designated user if the ‘Trigger User Email’ setting has been configured.

Thread Matching

When inbound messages are received, Mercury SMS can identify the message thread that this inbound message is related to in order to associate it with the record that the outbound message was sent from. If no thread ID can be found, the inbound message will be associated to all records with a matching {SMS}_Short__c mapping field.

Receiving Opt-Out Requests

If a Lead or Contact no longer wishes to receive SMS messages, they can unsubscribe by sending a message with the word STOP. This will automatically set the “SMS Opt Out” field for the record to TRUE. Note: If the “SMS Opt Out” field is set to TRUE, no outbound SMS messages can be sent to that Lead or Contact. This feature is currently only supported for Leads and Contacts and not for custom fields and objects.

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

Mercury SMS Text Message Salesforce CRM MessageMedia

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
  • Salesforce1
  • Service Cloud Console

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

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

Mercury SMS Text Message Salesforce CRM MessageMedia

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

Mercury SMS Text Message Salesforce CRM MessageMedia

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

Mercury SMS Text Message Salesforce CRM MessageMedia

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

Mercury SMS Text Message Salesforce CRM MessageMedia

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 ‘MercuryFeed’ 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:

Mercury SMS Text Message Salesforce CRM MessageMedia

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

Mercury SMS Text Message Salesforce CRM MessageMedia

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

Mercury SMS Text Message Salesforce CRM MessageMedia

Add to Salesforce1

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

Mercury SMS Text Message Salesforce CRM MessageMedia

The SMS Inbox will then be available in the menu options on Salesforce1.

Mercury SMS Text Message Salesforce CRM MessageMedia

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

Mercury SMS Text Message Salesforce CRM MessageMedia

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

Mercury SMS Text Message Salesforce CRM MessageMedia

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.

Mercury SMS Text Message Salesforce CRM MessageMedia

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 Templates’ tab in the Mercury SMS app and click the New button:
    Lead Creation 1
  2. Select the ‘Lead’ record type and then click ‘Continue’
    Lead Creation 2
  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
    Lead Creation 3
  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.

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 Templates’ tab in the Mercury SMS app and click the New button:
    Lead Creation 1
  2. Select the ‘Campaign Member’ record type and then click ‘Continue’
    Campaign Member 1
  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
    Campaign Member 2
  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 Templates’ tab in the Mercury SMS app and click the New button:
    Lead Creation 1
  2. Select the ‘Case’ record type and then click ‘Continue’
    Case 1
  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
    Case 2
  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 Templates’ tab in the Mercury SMS app and click the New button:
    Lead Creation 1
  2. Select the ‘Field Update’ record type and then click ‘Continue’
    Field Update 1
  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
    Field Update 2
  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.

Message Feed

The ‘Message Feed’ provides you with a chat like experience, whereby you can quickly send outbound messages from a range of Salesforce objects.

Out of the box, the Message Feed works with the Lead, Contact, Account, Opportunity and Case Objects and 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.

Salesforce Classic - Pop Out SMS 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.

Feed 4

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.

Feed 5

Salesforce Classic - Embedded SMS 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.

Feed 1

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.

Feed 2

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

Feed 3

Lightning Experience SMS Feed

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.

LEX Feed 1

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

Lex 2

Select your layout and then click next. We are using the Header and Two Columns layout.

LEX 3

Give the page a name and select the object that it relates to.

LEX 4

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

LEX 5

Salesforce 1 SMS Feed

The Mercury SMS Message Feed is available for use in the SF1 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 Salesforce1 and Lightning Experience Actions section.

SF1 Action

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:

SF1 Feed

Custom Object SMS 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

Custom Feed 1

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.
    Custom Feed Button
  • 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:
    Custom Feed Button 2
  • 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
    Custom Feed Button 3

Cirrus Insight Inbox Apps

Cirrus Insight Inbox Apps

Mercury SMS has partnered with Cirrus Insight Inbox Apps, to bring the Message Feed feature directly to your Gmail or Outlook 365 Inbox! The Cirrus Inbox app works by allowing you to click onto an email in your email application and then open up the related message feed for that contact person form your synced Salesforce account, meaning you can send and receive SMS messages directly from your email application and have them recorded against your Salesforce records. The Message Feed in the inbox app works using the same component as the Lightning Experience Message Feed.

Cirrus Feed

Installing the Mercury SMS Cirrus Insight Inbox App

You need to have a Cirrus Insight Closer account in order to take advantage of Inbox Apps. Please visit the Cirrus Insight website here in order to sign up: https://www.cirrusinsight.com

If you are a Cirrus Insight user on a Closer plan, you can install the app directly from the Cirrus Insight Inbox Apps page here: www.cirrusinsight.com/inbox-apps. Locate and click on the Mercury SMS app and then click on the Add to Cirrus Insight button.

Inbox Apps 1

Once the app has installed you will receive a confirmation message as follows:

Inbox Apps 2

You can then return to Gmail or Outlook and you will see the Mercury SMS app available within Cirrus Insight. Please note: You may need to refresh Cirrus Insight first. To do this, simply click on the Settings Icon > click Account Info then click Refresh Cirrus Insight.

If you prefer, you can download and print a copy of the user guide, which is accessible in PDF format by clicking the button below.

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