Configuring and Setting Up SV Messaging

Note: SV Messaging is a premium offering for Salesforce customers. If you'd like to add SV Messaging to your Signal Vine 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 SV Messaging article.

SV Messaging for Salesforce brings the features and functionality you love from the Signal Vine web app into the Salesforce Lightning interface. With SV Messaging 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 Signal Vine 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 SV Messaging 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 the SV Messaging. 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 SV Messaging 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 Signal Vine Account

Once installed, you'll find SV Messaging in your Lightning App Launcher. The first thing you'll need to do is connect SV Messaging to your Signal Vine account. You'll need to fetch an API token and secret from within the Signal Vine 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:

1. 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.
2. Programs: the Programs tab is where you configure program settings, access rights and field mapping for data syncing to Signal Vine.
3. 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.
4. Settings: the Settings tab is for settings that impact all users of SV Messaging.

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, SV Messaging will fetch your details - programs, fields and other system information - from Signal Vine. When that is complete, you'll be presented with the general SV Messaging settings pane.

Here you can adjust a number of settings for your experience in Salesforce:

Advanced Settings

• Check For Duplicate Records
  If you have a data sync configured, Signal Vine does not allow multiple records in a program to share a mobile phone number. By default, SV Messaging 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.

Message Settings

• Allow users to see messages from contacts not in Salesforce
  Signal Vine 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
  SV Messaging 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, SV Messaging 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.

Configuring Programs

The Programs tab lists all of the programs you have setup in Signal Vine and will allow you to configure data syncing, permissions, push records to Signal Vine and monitor the status of the program.

To start, on the right side of each Program are two toggle options:

1. Data Sync: turns on or off the field syncing between Signal Vine and Salesforce. For a data sync to be active, you'll also need to configure field mapping within the individual program (below).
2. 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.

Fields

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 SV Messaging.

Contacts

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 Signal Vine and Salesforce and is eligible for data sync (if enabled).

Push

The Push option allows you to query records in Salesforce and manually send them over to Signal Vine. This is helpful for initial loading of a population into Signal Vine or for periodically pushing records over. Once the records are in Signal Vine, the data sync feature (if enabled) will keep the data in sync between the two platforms.

Check out our Pushing Records to Signal Vine 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 Signal Vine, check out our Automatically create new records in Signal Vine article.

Details

The Details section stores information on your program needed by SV Messaging. You'll only ever need to look here if we're helping you troubleshoot an issue.

Sync History

The Sync History is a log of all data sent back and forth (as well as attempts that resulted in errors) between Salesforce and Signal Vine for this specific program. It is a subset of the larger Sync Log.

Permission

The permission section allows you to grant permission to this program on two different levels:

1. 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.
2. 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 SV Messaging

Once you've connected your account to Signal Vine, 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.