Aloware's integration with Salesforce enables users to log inbound and outbound SMS/MMS messages directly at the task level, making it easy for Salesforce users to track and manage communication with contacts and leads.
When a message is logged, it's saved as a task within the relevant Salesforce record (activities), tied to the appropriate contact or lead. This feature ensures that users can quickly review message histories, improving customer relationship management and streamlining communication workflows.
Tasks are automatically created under the user or agent associated with the connected Salesforce account, providing clear and accessible logs of SMS/MMS interactions.
Key benefits
Centralized communication history - all text messages logs are kept within Salesforce, enhancing collaboration and enabling team members to stay informed.
Improved workflow - streamline tracking and documentation of SMS/MMS exchanges for more efficient customer management.
What information is logged?
Within the Salesforce task comments, you'll find key SMS/MMS details, including:
Message date - the exact date and time the message was sent or received.
Message content - the actual text of the message.
Message direction - whether the message was inbound or outbound.
Line information - the name and number of the line used for the SMS/MMS.
Sender information - who sent the message (e.g. agent via browser or apps).
Recipient information - who the message was sent to (e.g. contact name and number).
Message attachments - any files or images included in the SMS/MMS.
Tags - any labels or categories or context related to the message.
Notes - additional comments or context related to the message.
Source - Aloware, as the origin of the communication data.
Updated Salesforce standard task fields
The feature also updates standard Salesforce task fields for a clearer overview of interactions:
Assigned to - indicates the user or agent responsible.
Status - current state of the task (e.g. open, completed).
Name - the associated contact or lead.
Subject - displays the sender, message direction, and recipient.
Created by - lists the user and the timestamp of when the task was created.
Last modified by - shows the last user who modified the task and when.
Priority - indicates the urgency level of the task.
Example of SMS log in a Salesforce contact task
