What are Salesforce flows?
Salesforce flows are a built-in Salesforce tool to automate business processes. They use a visual “Flow Builder” interface to set up step-by-step logic using drag-and-drop.
Common flow types:
Salesforce flows offer various types of automate different business processes:
Screen flows - guide users through steps in the Salesforce interface.
Record-triggered flows - this execute automatically when a Salesforce record undergoes a change (e.g., when a lead's status is updated).
Scheduled flows - Run at specified times.
Platform event-triggered flows - respond to events—like delivery notifications from external tools.
Why use flows?
Flows automate routine, repetitive, or error-prone tasks. This includes actions like sending updates, collecting information, or modifying records without requiring manual intervention.
What do Aloware actions do in Salesforce flows?
The "Send a Text (SMS/MMS)" action allows you to send customized text messages directly to your contacts in Salesforce.
Setup: Installing and connecting Aloware in Salesforce
Go to Salesforce AppExchange.
Find and install the Aloware package.
For detailed instructions on connecting Salesforce with Aloware, refer to this guide.
Creating a Salesforce flow that sends an SMS/MMS
Start a new flow
In Salesforce, click on the gear icon (Setup) and search for "Flows."
Click “New Flow.”
Select to build from scratch or use an existing template.
Choose the type of flow based on your requirement:
Record-triggered flow (e.g., when lead status changes)
Scheduled flow (e.g., send reminders daily)
Screen flow (for use in user-facing wizards)
Platform event-triggered flow (for reacting to message status updates)
Define your trigger (Example: Lead status change)
Identify the main event/ object you want to use (e.g., a “Lead” object status update).
Configure the trigger to activate the flow when a lead's status is updated.
Adding and configuring Aloware “Send a Text (SMS/MMS)” action
Add the “Action” element
In Flow Builder, add the “Aloware: Send a text (SMS/MMS)” action.
Fill in required fields.
Linking lead/Contact IDs
For the "Recipient" field, you must provide the correct Lead or Contact ID and Phone Number. These IDs are crucial for linking the Aloware action to the specific Salesforce record, ensuring accurate message attribution.
Message content (plain text, with Salesforce variables)
For message content, use plain text and Salesforce variables (e.g.,
{!$Record.FirstName}) to personalize the message.Add the recipient phone number field.
Agent/user mapping
For sender (agent attribution ID), prefix the Aloware user ID with "aloware_user:" (e.g., aloware_user: 16870).
If no user ID is provided, the system defaults to the Salesforce record owner ({!$Record.OwnerId}). Owner IDs can come from Salesforce or HubSpot. Note that user fields require explicit specification each time, as they do not have default values.
Line ID handling
For "Sender (Line ID)," specify the Aloware Line ID (e.g.,
2382). If the ID is "0," the system will use the default line associated with the user.Media attachment (optional, for MMS)
Define conditions and triggers (e.g., on lead creation, update, or case closed)
Save and connect elements - connect your "Send a Text" action to other flow elements as needed, such as updating records or decision steps.
Name and save the flow using a clear, descriptive name (e.g., "Lead Qualified SMS Send") and include a full description for documentation.
Activate and test the flow
Activate the flow in Flow Builder. To test, trigger the action in Salesforce (e.g., change a lead's status) and then check the recipient's activity record and platform event logs for SMS/MMS delivery confirmation.
Monitoring and troubleshooting
Use the Salesforce Streaming Monitor app to subscribe to message event channels (e.g.,
/event/Aloware__SentMessageResult__e) and view live updates on message status. Additionally, check the activity timeline or related lists within the contact/lead record in Salesforce for SMS activity logs.