Aloware Support Center

 Aloware’s integration with Salesforce logs inbound and outbound SMS/MMS messages as tasks within relevant Salesforce records. These logs are tied to the associated contact or lead, making it easy to review message details and maintain communication histories.

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Once <a href="https://support.aloware.com/en/articles/9471938-authenticating-salesforce-in-aloware">integration</a> is enabled, SMS/MMS logs are automatically created as tasks under the associated Salesforce record (contact or lead).

In Aloware Talk, click the contact or lead.

Click the Salesforce card to open the contact in Salesforce.

Navigate to the Activity section in Salesforce.

Locate the task associated with the SMS/MMS message.

1. In Aloware Talk, click the contact or lead.
2. Click the Salesforce card to open the contact in Salesforce.
3. Navigate to the Activity section in Salesforce.
4. Locate the task associated with the SMS/MMS message.
5. Open the task to view the detailed log.

From whom the SMS/MMS was sent (e.g. Agent (browser/apps))

To whom the SMS/MMS was intended for (e.g. contact + number)

1. User email
2. User phone
3. Call direction
4. From whom the SMS/MMS was sent (e.g. Agent (browser/apps))
5. To whom the SMS/MMS was intended for (e.g. contact + number)
6. Source (Aloware)  


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.  

1. Message date - the exact date and time the message was sent or received.
2. Message content - the actual text of the message.
3. Message direction - whether the message was inbound or outbound.
4. Line information - the name and number of the line used for the SMS/MMS.
5. Sender information - who sent the message (e.g. agent via browser or apps).
6. Recipient information - who the message was sent to (e.g. contact name and number).
7. Message attachments - any files or images included in the SMS/MMS.
8. Tags - any labels or categories or context related to the message.
9. Notes - additional comments or context related to the message.
10. Source - Aloware, as the origin of the communication data.  


Updated Salesforce standard task fields

Assigned to (from) - indicates the user or agent responsible.

Status (completed) - current state of the task (e.g. open, completed).

Name (contact) - the associated contact or lead.

Subject (from + call direction + call to) - displays the sender, message direction, and recipient.

Created by (from + time stamps) - lists the user and the timestamp of when the task was created.

Last modified by (user + timestamps) - shows the last user who modified the task and when.

Priority - indicates the urgency level of the task.

1. Assigned to (from) - indicates the user or agent responsible.
2. Status (completed) - current state of the task (e.g. open, completed).
3. Name (contact) - the associated contact or lead.
4. Subject (from + call direction + call to) - displays the sender, message direction, and recipient.
5. Created by (from + time stamps) - lists the user and the timestamp of when the task was created.
6. Last modified by (user + timestamps) - shows the last user who modified the task and when.
7. Priority - indicates the urgency level of the task.

Example of SMS log in a Salesforce contact task

Check our comprehensive guide to learn more about default and custom <a href="https://support.aloware.com/en/articles/10131971-syncing-and-mapping-of-salesforce-s-contact-properties-in-aloware">contact</a>/ <a href="https://support.aloware.com/en/articles/10365240-syncing-and-mapping-salesforce-lead-properties-in-aloware">lead</a> fields.

Viewing SMS/MMS logs in Salesforce

What information is logged?