---
title: "SMS Logging in Salesforce"
slug: "sms-logging-in-salesforce"
description: "Logging SMS to Salesforce Dialpad will automatically log external SMS sent and received on Dialpad with your matching Salesforce contact."
tags: ["ai contact center", "ai sales", "ai voice", "dialpad call center", "Dialpad sell", "dialpad talk", "salesforce sms logging", "salesforce task", "sms logging"]
updated: 2025-09-12T11:51:27Z
published: 2025-09-12T11:51:27Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.

> [!NOTE]
> Who can use this
> 
> SMS logging for Salesforce is available to [Dialpad Sell](https://www.dialpad.com/products/sales-dialer/) and [Dialpad Connect](https://www.dialpad.com/products/cloud-contact-center/) customers, as well as [Dialpad Support](https://www.dialpad.com/products/business-phone-system/) users on [Pro and Enterprise plans](https://www.dialpad.com/pricing/).

## Enable SMS logging

To enable external Salesforce SMS logging, first, head to your Dialpad **Admin Portal** and enable it at the company level.

1. Select **My Company >** **Integrations**
2. Navigate to **Salesforce** and select **Options**> **Manage Settings** [Enable SMS Logging - Company](https://app.vidgrid.com/embed/zfER3HZE257q)
3. Navigate to **Activity logging and linking** and select**Log SMS messages as activities**
  - Select **User**
  - Select **Salesforce Queue**
4. Select **Save**

> [!NOTE]
> Note
> 
> Select **Lock settings for all offices** to ensure that each office follows your Company's preferred configurations.

> [!TIP]
> Tip
> 
> If you haven't already, try testing out our call-logging feature. We support both [Classic](/v1/docs/use-salesforce-for-dialpad) and [Lightning](/v1/docs/use-dialpad-for-salesforce-lightning) versions.

### Enable SMS logging - Office

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

1. Navigate to **Office Settings >** **Integrations**
2. Navigate to **Salesforce**
3. Select **Options > Manage Settings** [Enable SMS Logging - Office](https://app.vidgrid.com/embed/sCKyxnxqAmEn)
4. Navigate to **Activity logging and linking** and select **Log SMS messages as activities**
  1. Select **User**
  2. Select **Salesforce Queue**
5. Select **Save**

> [!NOTE]
> Note
> 
> Select **Use Company Presets** to apply the settings configured by your Company Admin.

SMS messages can be logged as activities in two 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. |

![Salesforce integration settings page at a company level, showing the option to enable SMS logging between Salesforce and Dialpad.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Enable_Salesforce_SMS_Logging.png)

## Manage exceptions

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

> [!TIP]
> Tips
> 
> Selecting **Active Exception** applies the specific settings you made to the chosen target group.
> 
> Selecting **Inactive Exception** ignores any specific settings you made for the target group and applies the default Company settings.

### Add exception - Company

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

1. Select **My Company >** **Integrations**
2. Navigate to **Salesforce**
3. Select **Options >** **Manage Exceptions**
4. Select **Add Exception** [SMS Logging Exception - Company](https://app.vidgrid.com/embed/8BoxKQiuIjbf)
5. Navigate to **Assign Groups** and select a group from the drop-down
6. Select a single or multiple target within the group
7. Select **Apply**
8. Navigate to **Activity logging and linking** and select **Log SMS as activities**
9. Select **Save**

> [!NOTE]
> Note
> 
> You can edit an exception to adjust its settings for the target group, or remove an exception to delete custom settings and revert to default settings from the Company, Office, or Group.

### Add exception - Office

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

1. Select an **Office**
2. Select **Office Settings >** **Integrations**
3. Navigate to **Salesforce**
4. Select **Options >** **Manage Exceptions**
5. Select **Add Exception** [SMS Logging Exception - Office](https://app.vidgrid.com/embed/W8DlxHYmm6d4)
6. Navigate to **Assign Groups** and select a group from the drop-down
7. Select a single or multiple target within the group
8. Select **Apply**
9. Navigate to **Activity logging and linking** and select **Log SMS as activities**
10. Select **Save**

> [!NOTE]
> Tip
> 
> You can edit an exception to adjust settings for the target group as needed, or remove an exception to delete custom settings for the group and revert to default settings from the Company, Office, or Group.

## 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.

> [!TIP]
> Tip
> 
> Dialpad will automatically log external SMS sent and received on Dialpad with your matching Salesforce contact.
> 
> SMS logging only works on the mobile apps if the contact is matched in Salesforce.

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

### Personal line 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**. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SFDC_SMS_activity.png)

### 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. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/image-1750804147823.png)

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

> [!NOTE]
> Note
> 
> All SMS messages shared between a contact and target within 24 hours are consolidated into 1 Salesforce task.

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

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SFDC_completed-task.png)

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.

> [!TIP]
> Tip
> 
> SMS messages not logging? Check with your Salesforce Admin to make sure the following actions have been completed:
> 
> - The Type field is visible on Task objects in Salesforce.
> - The SMS/Text field has been added as a picklist value for the Type field.
> - Salesforce field-security for this field is viewable for your user type/profile.

Visit [this Help Center article](https://help.dialpad.com/docs/salesforce-sms-logging-faqs) to find answers to frequently asked questions regarding SMS Logging in Salesforce.

## Ways to log SMS messages in Salesforce

SMS messages can be logged in Salesforce in three ways:

| **Dialpad SMS Log object (Recommended)** | Dialpad creates a custom object where this information is stored. |
| --- | --- |
| **Salesforce Task** | Only a Salesforce task is created. This displays as an activity on the given record. > [!NOTE] > Note > > Only limited information is logged, such as: Group ID, Message details, Parent Object ID, Related Object IDs, etc. |
| **Dialpad SMS Log and Salesforce** | Logs the SMS to both objects. |

## Configure SMS field mapping

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

> [!NOTE]
> Note
> 
> Field mapping only works if the message is logged to the Dialpad SMS Log object.

From your Salesforce Setup Manager:

1. Navigate to **SMS Activity Field Mapping**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SMS-field-mapping.png)
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 IDs
  - Subject
  - Type
  - Media File
3. Select **Save mapping**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/SMS-save-mapping.png)

For more information on field mapping, be sure to visit [this Help Center](https://help.dialpad.com/docs/field-mapping-for-dialpad-call-activity-in-salesforce) article.

## Related

- [SMS Logging in Salesforce FAQs](/salesforce-sms-logging-faqs.md)
- [Salesforce Custom Objects](/salesforce-custom-objects.md)
- [Field mapping for Dialpad Call Activity in Salesforce](/field-mapping-for-dialpad-call-activity-in-salesforce.md)