SMS Logging in Salesforce

With business communication increasingly happening through SMS, logging these conversations is essential. Whether for individual messages or those sent from Shared Lines like Contact Centers or Departments, SMS logging in Salesforce offers valuable insights into communication patterns, helping you track key interactions and stay ahead of client needs.

With Salesforce SMS logging, admins can: 

• Designate which users have SMS logging turned on. 
• Automatically log external SMS between reps + prospects/customers.
• Access all interactions (calls & SMS) from one central platform.

Enable SMS logging 

SMS messages can be logged as activities in three different ways.

• Log to a Salesforce user: logs the message to a selected user.
• Log to a Salesforce queue: logs the message to a Salesforce queue.
• Log to Default: Logs the message to any Salesforce user connected to Dialpad.
  

To enable external Salesforce SMS logging, first, you'll need to enable it at the company level. 

1. Head to the Dialpad Admin Portal
2. Select My Company 
3. Select Integrations
4. Navigate to Salesforce
5. Select Options
6. Select Manage Settings
   
7. Navigate to Activity logging and linking
8. Select Log SMS messages as activities
   1. Select User 
   2. Select Salesforce Queue 
   3. Select Default 
9. Select Save

Enable SMS logging - Office

To enable Salesforce SMS logging at the Office level, head to your Dialpad Admin Portal.

1. Navigate to Office Settings
2. Select Integrations
3. Navigate to Salesforce
4. Select Options
5. Select Manage Settings
   
6. Navigate to Activity logging and linking
7. Select Log SMS messages as activities
   1. Select User
   2. Select Salesforce Queue 
   3. Select Default 
8. Select Save

Manage exceptions

Admins can customize access and manage exceptions for the entire Company or across all Offices.

Add exception - Company

To add an exception at the Company level, head to your Dialpad Admin Settings.

1. Select My Company 
2. Select Integrations
3. Navigate to Salesforce
4. Select Options 
5. Select Manage Exceptions
6. Select Add Exception
   
7. Navigate to Assign Groups
8. Select a group from the drop-down
9. Select a single or multiple target within the group
10. Select Apply
11. Navigate to Activity logging and linking
12. Select Log SMS as activities
13. Select Save

Add exception - Office

To add an exception at the Office level, head to your Dialpad Admin Settings.

1. Select an Office
2. Navigate to Office Settings
3. Select Integrations
4. Navigate to Salesforce
5. Select Options
6. Select Manage Exceptions
7. Select Add Exception
   
8. Navigate to Assign Groups
9. Select a group from the drop-down
10. Select a single or multiple target within the group
11. Select Apply
12. Navigate to Activity logging and linking
13. Select Log SMS as activities
14. Select Save

Log an SMS to Salesforce

You can log SMS to Salesforce as an individual user, or when using a shared line (such as in Contact Centers, Departments, or Mainlines), creating tasks in specific situations.

Let's review the two scenarios where an SMS will be logged.

1:1 SMS log

When a single user sends a message to a single record (Contact, Account, or Lead). The SMS will then be logged as a task in Salesforce and added to the record's activity timeline.

Users will see the log appear as a new Task in the Activity History.

Shared line SMS log

When multiple agents use a shared line, they can send messages to a single Salesforce record (such as a Contact, Account, or Lead) and allows different agents to communicate with a client while keeping their individual phone numbers private.

A task and Dialpad SMS log object are created in the record's activity timeline. 

We’ll mark the task Completed and include the following fields: 

• Type: SMS 
• Name: Salesforce contact name 
• Assigned To: Dialpad agent’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.

Visit this Help Center article to find answers to frequently asked questions regarding SMS Logging in Salesforce.

Configure SMS field mapping for shared lines

Once SMS logging is enabled in Dialpad, Salesforce Admins can map fields from SMS log objects to activities. 

From your Salesforce Setup Manager:

1. Navigate to SMS Activity Field Mapping
2. Enter the log fields, you can map the following fields provided by Dialpad:
   • Activity Date
   • Agent Name
   • Department
   • Group ID
   • Media
   • Message Details
   • Message Status
   • Message Subtype
   • Message direction
   • Object Name
   • Parent Object ID
   • Related Object lDs
   • Subject
   • Type
   • Media File
3. Select Save mapping

For more information on field mapping, be sure to visit this Help Center article.