Skip to main content

How to set up and use Aloware SMS Messenger inside Salesforce

Step-by-step guide to install and use Aloware SMS Messenger in Salesforce, including setup, usage, and troubleshooting tips.

Laarni D avatar
Written by Laarni D
Updated today

What the Aloware SMS Messenger for Salesforce does?

This feature integrates Aloware's communication tools (SMS, MMS, fax, email) directly into Salesforce via CTI. It allows users to send and receive messages, manage contacts, and track communication history without leaving Salesforce. Messages are synchronized across Aloware's web, desktop, and mobile apps.


Key communication features available in Salesforce

Aloware's in-CRM messenger lets users manage SMS, MMS, email, fax, and notes directly from any Lead or Contact record in Salesforce. Below are the features available inside the embedded messenger tab.

  1. Send SMS

    Agents can send and receive SMS messages from within the Lead or Contact profile. All SMS conversations are logged in both Salesforce and Aloware.

  2. View communication info

    Clicking the contact name opens a new browser tab showing full message history, contact details, and previous interactions across channels.

  3. Choose which number to send from

    Before sending a message, users can select the Aloware line they want to use. This is helpful when managing multiple departments or campaigns.

  4. Send MMS messages

    Media files such as images and GIFs can be sent via MMS using the same interface. These are fully synced with Aloware’s apps.

  5. Send email

    Users can send emails from the same interface, provided the contact has a valid email and SMTP is configured in Aloware.

  6. Send fax

    If the selected Aloware line is fax-enabled, users can send faxes directly from Salesforce without needing external fax tools.

  7. Add internal notes

    Agents can add private notes to a contact or conversation. These notes are synced across all Aloware platforms.

  8. Attach files to any message

    Attachments can be added to SMS, MMS, or emails directly from the messenger window.

  9. Use templates, AI suggestions, and variables

    Users can insert saved templates, get suggested responses from Aloware AI, or use dynamic fields (e.g., first name) in their messages.

  10. Switch lines before sending

    The system supports line selection per message, allowing users to switch sender numbers based on use case or assigned team.

  11. Schedule outgoing messages

    Messages can be scheduled for future delivery, helping teams follow up at specific times without manual reminders.


What problem this solves

This integration removes the need to switch between Aloware and Salesforce to communicate with leads and contacts. It centralizes communication activity, keeps logs in sync, and allows real-time visibility of interactions. It also improves agent efficiency and reduces context switching.

Want to learn how real businesses are using this feature? Check out this blog post on real-life use cases and implementation benefits.


How admins can configure this integration

Follow these steps to install and set up the Aloware SMS Messenger inside Salesforce. This setup is required before users can start messaging from contact records.

Step 1: Install the Aloware package

Install the latest version of the Aloware package in Salesforce (Lightning experience only). Follow this step-by-step guide to connect Salesforce and Aloware.

Step 2: Add the SMS Messenger tab to records

  1. Edit the lead or contact layout in Salesforce.

  2. Add a new tab labeled "Aloware SMS" and insert the "Aloware Cloud Contact Center SMS Messenger" component.

Want to see it in action? → View the interactive walkthrough

Step 3: Assign permissions

  1. In the layout settings, assign the SMS Messenger component to a permission set such as "Organization Default."

  2. Choose whether to make the component visible on desktop, mobile, or both.

Step 4: Save and activate the layout

Click Save to store the changes, then publish the updated layout so it’s available to users in your account.

Step 5: Sync contacts and test the setup

  1. Log in to Aloware inside Salesforce.

  2. Manually sync a contact or lead, then send a test SMS to confirm the integration is working.


What business admins need to maintain

To keep the Aloware + Salesforce integration working reliably, business admins should:

  1. Use a supported Salesforce edition
    Ensure the admin uses Enterprise, Unlimited, or Developer editions to support CTI features.

  2. Review user permissions and layout visibility
    Verify that assigned users can access the Aloware SMS Messenger tab and its components.

  3. Check phone number formatting
    Confirm that contact and lead records have properly formatted numbers with country codes and no special characters.

  4. Monitor contact sync and duplicates
    Regularly check sync behavior between platforms and resolve duplicate records in Salesforce.

  5. Enable smart encoding
    Turn on smart encoding in Aloware to support emojis, special characters, and non-English messages without splitting.


How users can send messages inside Salesforce

Step 1: Open a Lead or Contact

Log into Salesforce and open a record.

Step 2: Go to the Aloware SMS tab

Click the Aloware SMS tab to access the conversation history and previous messages linked to the contact.

Step 3: Send a message

  1. Type your message directly in the interface.

  2. Choose the correct Aloware line if more than one is available, then click Send. You can also include media files or templates if needed.

Step 4: Add notes or use templates

Use the tools in the interface to add internal notes, apply saved templates, or insert dynamic variables into your message.


How this works with other Aloware tools

This interface mimics Talk Dialer and HubSpot Messenger workflows, ensuring a consistent user experience across platforms. It uses the same infrastructure and syncs data to/from Aloware's cloud apps.


What configuration settings are required

To ensure the integration works correctly, admins should verify the following settings:

  1. Both Salesforce Lightning and Salesforce Classic are supported.

  2. OAuth 2.0 authentication should be enabled for the connected app.

  3. The Aloware Cloud Contact Center - SMS Messenger component must be added to the appropriate Lead and Contact layouts.

  4. Permission sets and layout visibility must be assigned to users who need access.

  5. Contact sync preferences must be configured to prevent duplicates and ensure all records are trackable between platforms.


Troubleshooting common issues

If you experience problems while using Aloware Messenger in Salesforce, review the following areas to identify and resolve the issue:

  1. Messenger not loading

    Check the Salesforce integration tab in Aloware. Complete the authentication with your Aloware credentials and verify that the user has the correct permission to access the messenger.

  2. Invalid or missing phone numbers

    Messages won't send if the phone number is invalid or improperly formatted. Make sure phone numbers include a country code and exclude special characters. Add or update the number in the Lead or Contact record.

  3. Duplicate records

    If multiple records share a number, syncing may fail or route incorrectly. Aloware prioritizes syncing either the Lead or the Contact. Review Salesforce for duplicates and resolve them to ensure accurate matching.

  4. Messages not appearing or splitting

    If messages don’t display or arrive fragmented, re-authenticate the integration in Aloware and enable Smart Encoding. This setting ensures proper delivery of messages containing emojis or special characters.

  5. Scheduled messages not sending

    If scheduled messages do not send, check that the time zones in Salesforce and Aloware match. After confirming, re-save the message and verify the scheduled date and time.

  6. Contacts not syncing

    Open the Lead or Contact profile in Salesforce and click "Sync with Aloware." Confirm that the contact has a valid and formatted phone number.

Did this answer your question?