Note: Message for Salesforce is a premium offering for Salesforce customers. If you'd like to add Message for Salesforce to your Message account, reach out to your account team. This article is focused on installing and configuring the package. If you're interested in how to view, respond and manage conversations, check out the Getting Started with Message for Salesforce article.
Message for Salesforce brings the features and functionality you love from the Message web app into the Salesforce Lightning interface. With Message for Salesforce you can see your inbox, respond to incoming messages, get a consolidated conversation history associated with any record and setup field syncing between Salesforce and Message to better power your automation.
To get started, your account team will provide you with a package that for you to install. You will need to be an administrator to install and setup the package.
Install Message for Salesforce Package
By clicking the link provided by your account team. you will be brought to the install screen. Determine which users you want to have access to Message for Salesforce. You'll need to choose the permission level that is appropriate for your organization, but typically you want to include any groups and people who will be messaging or managing settings. The Message for Salesforce package will allow you to configure more granular permissions once it is installed.
Then select Install and grant access to theseus-api-integrations.signalvine.com and theseus-api.signalvine.com. The app will then install.
Connect to your Message Account
Once installed, you'll find Modern Campus Message for Salesforce in your Lightning App Launcher. The first thing you'll need to do is connect Message for Salesforce to your Message account. You'll need to fetch an API token and secret from within the Message web app. Login at app.signalvine.com and go to the gear icon - Settings - API to generate or fetch the token and secret, then return to Salesforce and enter it in the initial screen.
Navigating around SV Messaging
Let's get acquainted with the major sections of the app:
- Messages: this is your Message Inbox and where the day-to-day work takes place. Here you can see incoming messages and respond. You can learn more about managing your messages by checking out this article.
- Programs: the Programs tab is where you configure program settings, access rights and field mapping for data syncing to Message.
- Sync: the Sync tab will show you a log of what profile data has been sent between Salesforce and Signal Vine, including errors if they occur.
- Settings: the Settings tab is for settings that impact all users of Message for Salesforce.
As an admin, you will have access to all tabs, but you'll be able to configure access for other users and groups for each individual program in the Programs tab.
SV Messaging settings
Once you connect your account, Message for Salesforce will fetch your details - programs, fields and other system information - from Message. When that is complete, you'll be presented with the general Message for Salesforce settings pane.
Here you can adjust a number of settings for your experience in Salesforce:
Check For Duplicate Records
If you have a data sync configured, Message does not allow multiple records in a program to share a mobile phone number. By default, Message for Salesforce will silently drop any records with a duplicate phone number from the sync and pick it back up once the number is modified to something unique. If you want to see these duplicates and options to resolve them, select this option.
Limit Log retention
If you have a data sync configured, Salesforce will retain a log of every data transaction between the two platforms indefinitely. If you're concerned about storage, you can limit the retention to 90, 60, 30 or 7 days. We recommend at least 30 days.
Allow users to see messages from contacts not in Salesforce
Message for Salesforce may have messages from contacts that are not in your Salesforce account - especially if you have an opt-in program. You can toggle this to allow your users to see messages from these contacts.
Allow users to use Emoji when sending a message
Message for Salesforce provides an option to insert emoji into outgoing messages. If you are concerned about the appropriateness of emoji for your institution, you may disable it here.
Allow users to add images when sending a message
Similarly, Message for Salesforce provides an option to insert images into outgoing messages. If you are concerned about the appropriateness of images for your institution, you may disable it here.
The Programs tab lists all of the programs you have setup in Message and will allow you to configure data syncing, permissions, push records to Message and monitor the status of the program.
To start, on the right side of each Program are two toggle options:
- Data Sync: turns on or off the field syncing between Message and Salesforce. For a data sync to be active, you'll also need to configure field mapping within the individual program (below).
- Messaging: enables or disables conversations for this program to appear in Salesforce. If disabled, the program will not be available in either the Message Inbox or as a Message History on an individual record.
These two options give you control over how you want your programs to interact with Salesforce.
To configure an individual program, just click the program name in the tile to get the various program configuration tabs.
Here you manage your field mapping. This is the heart of the data sync component - and a little too much for a getting started guide. Check out our Setting Up Field Mapping article for a deep dive into field mapping in Message for Salesforce.
The Contacts section lists all the Salesforce contacts that are associated with this program and part of the data sync. If listed here, the contact exists in both Message and Salesforce and is eligible for data sync (if enabled).
The Push option allows you to query records in Salesforce and manually send them over to Message. This is helpful for initial loading of a population into Message or for periodically pushing records over. Once the records are in Message, the data sync feature (if enabled) will keep the data in sync between the two platforms.
Check out our Pushing Records to Message article for a more in-depth look at this feature. If you want to create a process in Process Builder to automatically push records to Message, check out our Automatically create new records in Message article.
The Details section stores information on your program needed by Message for Salesforce. You'll only ever need to look here if we're helping you troubleshoot an issue.
The Sync History is a log of all data sent back and forth (as well as attempts that resulted in errors) between Salesforce and Message for this specific program. It is a subset of the larger Sync Log.
The permission section allows you to grant permission to this program on two different levels:
- Program administration: these users may see the Messages and Programs tabs, see the selected program in the list of Programs and has access to view and modify all of the above sections. This grant is focused on allowing Admins to delegate managing a specific program to other users.
- Messaging only: these users will only have access to the Message Inbox and the message history on a record. They will be able to view conversations and send messages to any records in this program that they have permission to view.
Monitoring Message for Salesforce
Once you've connected your account to Message, your team be able to view conversations and send messages from Salesforce - subject to your program permissions and configuration. The data sync will automatically for any program once the sync is enabled and the required fields are mapped in Fields. The sync runs every 10 minutes and queues changes to be sent over in the time between.
If you believe there is an issue with the Sync, you can view any errors in both the Programs - Sync History section and Sync Log tab. Sync logs contain a plain language explanation of any error and may optionally contain a more detailed error that will help our team troubleshoot any issues with you.