Let's go over some frequently asked questions regarding SMS logging in Salesforce to make sure you get the best out of this integration.
How will the task appear in Salesforce?
We’ll mark the task as Completed and include the following fields:
- Type: Chat
- Name: Salesforce contact name
- Assigned To: Dialpad user’s name
- Priority: Normal
To avoid overloading tasks, we’ll group as many messages into one task as we can (with a hard limit of 32K characters per task).
If we need to split out tasks, we’ll mark it with a (1) or (2), in the Task name.
Can I log a text message to an opportunity?
No, but this is coming very soon.
Can we log messages sent from Salesforce?
Not at this time. Currently, the SMS logging feature only works when sending and receiving messages in Dialpad.
Can we log calls as well as SMS?
Absolutely! Our call logging feature is already available as part of the Salesforce Classic and Salesforce Lightning integrations.
Why don't I see the option for SMS logging on Shared Lines?
This feature must be enabled by Dialpad. Please reach out to your Customer Success Manager, or Contact Customer Care to have them turn on this functionality.
Why were the SMS logs assigned to the wrong user?
If you set the SMS logging to Default, we check for the user connected to Salesforce and Dialpad. This might cause messages to be logged under someone who didn't respond. Make sure that the user responding to the message is connected to both Dialpad and Salesforce.
Does this work with Salesforce Classic and Lightning?
Yes!
Does the contact need to exist in Salesforce for logging to work?
Yes — make sure that your end-users match an existing contact from Salesforce in Dialpad before trying this feature.
Does this integration log internal and external messages to Salesforce?
No — we’ll only log SMS sent or received from external contacts (i.e., not people within your Office or Company).
Will MMS (video, image) also log as a Task in Salesforce?
We will provide a link to the MMS file shared within the task.