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.
Viewing SMS/MMS logs in Salesforce
Once integration 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.
Open the task to view the detailed log.
What information is logged?
Activity custom fields
User email
User phone
Call direction
From whom the SMS/MMS was sent (e.g. Agent (browser/apps))
To whom the SMS/MMS was intended for (e.g. contact + number)
Source (Aloware)
Task comments
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
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.
Example of SMS log in a Salesforce contact task
SMS/MMS logging integration
Sending SMS and MMS in conversation
When an SMS or MMS message is sent through the conversation platform, the details of these messages are automatically captured for logging purposes.
Adding note in SMS details
Users have the option to add notes to the SMS details, allowing them to include additional context or information for each message.
Logging SMS/MMS in Salesforce activities
The logged SMS and MMS messages are displayed in the Salesforce Activities section, enabling users to track communication interactions directly.
SMS details in Salesforce as a task
Detailed SMS logs are saved as tasks in Salesforce. Each task contains essential information, including the date and time of the message, message content, and message direction (inbound or outbound).
MMS details stored as a task in Salesforce (Multimedia hyperlink in message attachments)
The logged MMS messages include a hyperlink to the multimedia content within the message attachments, providing easy access to the sent files.
