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The fundamental Salesforce SMS integration guide

Alia Paavola
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Table of contents:

Salesforce is a powerful cloud-based CRM platform used by 150,000 businesses and counting. The software helps companies efficiently manage customer interactions and sales processes by equipping teams with data and automation capabilities.

Given Salesforce’s popularity and efficacy, many organizations connect different tools – like SMS – to it. Integrating SMS with Salesforce helps ensure that contacts and text message history are available in the CRM, keeping important business conversations in one central location.

This guide will discuss the fundamentals of a Salesforce SMS integration, including how to set one up, how to use it, and its benefits.

Jump right to the following:

<h2 id="Can">Can you send and receive texts in Salesforce?</h2>

Yes! Businesses can send and receive text messages in Salesforce. It’s possible to text from Salesforce with the CRM software’s Digital Engagement and Mobile Studio add-ons or through an SMS integration. The best method for your company will depend on your budget, texting use case, and desired features.

For example, the Digital Engagement add-on focuses on customer support messaging. On the other hand, Mobile Studio is geared toward SMS marketing. 

Each add-on has its advantages and limitations. For example, the Salesforce Digital Engagement add-on is $75 per user and allows for 25 inbound SMS conversations per license. The Mobile Studio add-on is available with Salesforce’s Marketing Cloud Engagement solution, which costs $1,200 to $4,300 per month.

An SMS integration requires businesses to find a business texting platform that can connect to Salesforce.

<h2 id="Benefits">Benefits of using a Salesforce SMS integration to send and receive texts</h2>

No matter the use case, businesses using Salesforce can see many benefits from adding an SMS integration. Let’s take a look at the top ones:

  • Added choice. SMS integrations offer businesses flexibility. Companies can choose from a variety of SMS platforms that offer Salesforce integrations. Businesses can choose the best platform for their use case, goals, and budget. To choose the best one for your organization, look at their features, reviews, pricing models, security, and more.

  • Streamlined workflows. With a Salesforce SMS integration, businesses can simplify workflows. There’s no need to switch between apps to communicate. Instead, teams can communicate with their contacts from one location, improving efficiency and team productivity.

  • Improved reach. Adding SMS to Salesforce can help businesses reach more customers or leads. Text messages boast a 98 percent open rate and 45 percent response rate, making SMS an effective communication method. Texts also help customer support and sales teams reach more people at once than phone calls.

  • Convenient communication. A Salesforce text integration is simple and convenient for customers and employees. Customers simply message your business number using their native texting app. On the business side, you simply log into Salesforce to respond.

  • Keep data in one place. With an SMS integration, your text message exchanges will sync into Salesforce. This means all conversation history gets logged so your team can work smarter and personalize interactions.

<h2 id="What">What can you do with a Salesforce SMS integration?</h2>

Sales, customer service, and marketing teams can all use a Salesforce SMS integration to improve communication. Specifically, Textline’s Salesforce SMS integration allows teams to:

Example: Using a Salesforce SMS integration to text contacts one-on-one
  • Text contacts one-on-one. With an SMS integration, you can text one-on-one with your contacts with ease. This allows you to respond to inquiries quickly or follow up with leads.

Example: Using a Salesforce SMS integration to set up an auto-reply
  • Set up auto-replies. Don’t let texts go unanswered when you’re out of office. Instead set up auto-replies to trigger when customers send messages outside of business hours or while you’re on vacation.

Example: Using a Salesforce SMS integration to create text templates.
  • Create pre-written text templates. Make it easier for your team to reply to customers. Create a set of canned responses to answer frequently asked questions.

Example: Using a Salesforce SMS integration to schedule texts.
  • Schedule messages. With the SMS integration, you can easily schedule a message to send in the future. This is great for sharing meeting reminders or following up with leads.
  • Leave private notes to teammates. Use Whispers to leave private notes to your teammates about a particular conversation. This feature helps you ask questions without switching tabs.

  • Sync contacts. Salesforce contacts will sync into the Textline platform and vice versa, so you always have an up-to-date list.
  • Transfer, claim, or resolve messages. You can transfer texts to a different colleague, claim a message to signal you’re handling a conversation, or resolve a text thread.
  • Send attachments. Textline’s SMS integration lets businesses send MMS messages. This means you can share photos, PDFs, videos, links, and other attachments.

<h2 id="How">How to set up a Salesforce SMS integration using Textline</h2>

There are a few steps to setting up a Salesforce SMS integration with Textline. We’ll break it down from a very high level in this blog. However, please note that the Textline support team can help you set it up. You just need to let us know via text.

1. Check your Salesforce plan. To use the Textline Salesforce integration, you must be on a plan that has API access. This includes the Performance, Developer, Unlimited, and Enterprise editions. You can also gain API access on the Professional Addition by purchasing it.

2. Create a Textline account. The next step is to create your Textline account. Our Salesforce SMS integration is available to Textline customers on the Pro plan. You can test out the pro plan and its features for free.

3. Connect Salesforce. From the Textline dashboard, connect Salesforce through the integrations page. Enter your Salesforce information when prompted.

How to add Textline’s SMS Salesforce integration in-app.

4. Add APEX code. Textline will initially sync all contact data when first connected. But to allow for a continuous sync of contacts, you’ll need to add some APEX code into Salesforce. See the detailed coding instructions here.

5. You’re synced. Once you add the code, all text and contact history between platforms will continue to sync.

Textline can also become a widget within Salesforce, which allows you to text in-app. This process has a few steps, but we’re here to walk you through it. If interested, text us at +1 (415) 849-4349 or email for more info.

Enhance communication with a Salesforce SMS integration

Salesforce users know there’s a massive benefit to having all data, including text message history, in one place. An SMS integration can help you improve communication and reach more customers without any major workflow shifts.

But, don’t just take our word for it. Request a demo from our experts today to see how Textline’s Salesforce SMS integration works. 

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