Message Delivery

82. How to restrict SenderID/Template for a particular user profile?

To enable Template/SenderID restriction for a particular user, we can create a group of users and restrict the access of SMS Sender ID and SMS Template objects to those particular groups only. Follow the given procedure to restrict access for Sender ID/Template:

  1. Create two records in these objects (based on the country).
  2. Create a group of users based on the privileges that you want to provide.
  3. Go to Setup.
  4. Under Administration Setup, click Manage Users
  5. Under Public Groups, Click New Button.
  6. In search drop-down list select User (if you would like to do it on the basis of users)/Role and Internal Subordinates.
  7. Click Save.
  8. From Setup, access the Administration Setup
  9. Click Security Control and then click Sharing Settings.
  10. On the SMS Template Sharing Rules/SMS SenderID Sharing rules page click New.
  11. Give this rule a unique and self-explanatory name.
  12. Under Select your rule type, select Based on Criteria.
  13. Under Select which record to be shared select SMS template name “starting with” “template name (starting with the country name)”
  14. In “Select the user to share with“.
  15. .Select “Public groups” and then select the group which you have created in step 2.
  16. .Under Sharing Setting, click Default Sharing setting and then click Edit.
  17. .Change the default access for “SMS Template”/”SMS SenderID” object to “Private“. This will change the accessibility settings for all the templates/senderIDs.

83. How to check if necessary permissions required for triggering the SMS on Jungo Lead creation, exist for Guest User?

A User with Guest User license creates Jungo Leads. As per the setting SMS user needs to be sent on lead creation. However the SMS is not sent. In order to troubleshoot such an issue, follow the given steps :

  1. 1Check if task is getting created on lead creation. If task is not created check to see if the XML configuration and the workflow rule/process builder is configured correctly. Also check if the rule is active and the record meets all the criteria mentioned in the rule for the action to be triggered.
  2. If the task is created and still the SMS is not sent, follow these steps:
  • Check object level permission –
    We need to check if the Guest user has object level permission on Jungo Leads. Follow the given procedure to grant object level permission to Guest User for Jungo Leads object:
  1. Log in with System Administrator’s subscriber access.
  2. On the Setup page type Users in Quick Find/Search.
  3. Click the Username of the Guest User and select his Profile.
  4. Click Edit on the Profile and scroll down to Custom Object Permissions section.
  5. Grant ReadCreate and Edit permissions on Jungo Leads object on the profile.
  6. Click Save.
  • To check if this permission is enabled on the profile, we can provide the customer with the following snippet and ask them to run the snippet in workbench to see if the user has object level access:
DescribeSObjectResult result = Schema.getGlobalDescribe().get(‘‘).getDescribe();
System.debug(‘Object Accessible:’+result.isAccessible());
System.debug(‘Object Createable:’+result.isCreateable());
System.debug(‘Object Updateable:’+result.isUpdateable());
System.debug(‘Object Deleteable:’+result.isDeletable());
for (Schema.Sobjectfield obj : result.fields.getMap().values()) {
Schema.DescribeFieldResult fldResult = obj.getDescribe();
System.debug(‘Field Name:’+fldResult.getLabel()+’;\tField Accessible:’+fldResult.isAccessible()+’;\tField Createable:’+fldResult.isCreateable()+’;\tField Updateable:’+fldResult.isUpdateable());
}
  • Check Field Level Permission

Check whether the Guest User has access to all the fields on Jungo Leads object. Follow the given procedure to check for Field level permissions:

  1. On the Setup page type Users in Quick Find/Search.
  2. Click the Username of Guest User and select Profile of that user.
  3. On the Profile, scroll down to the Field-Level Security section and click View next to the Jungo Leads object.
  4. Click Edit button and grant Edit Access to all the fields wherever applicable.
    Read Access will be granted by default on system generated and formula fields.
  5. Click Save.
  • Check Record Level Permission
    We also need to check whether the Guest user has record level accessibility for a particular Jungo Lead record. In order to do that, we need to check Sharing Settings for Jungo Leads in the Org. If the Sharing Setting is set to Private then we need to create a Jungo Lead sharing rule in order to grant access to the user. Follow the given procedure to create a Sharing rule on Jungo Leads:
  1. On the Setup page type Public Groups in Quick Find/Search.
  2. Create a new Public Group which consists of the Guest User so that we can share records with this Public group.
  3. Once the group is created, Under Sharing Setting scroll down to the Jungo Leads Sharing Rules section.
  4. Click New to create a new sharing rule and enter the criteria for sharing records with the Guest User.
  5. Click Save and the sharing settings of the Org will be recalculated.

This will help in resolving the issue if Jungo Leads are getting created but the SMS is not sent as Guest User does not have necessary permissions.

84. Do you have a SQL script to check the permissions for all the fields belonging to a particular object?

Please use the following code snippet in the workbench to check whether any object and its fields have all the relevant permissions.

Workbench link: https://workbench.developerforce.com/login.php

DescribeSObjectResult result = Schema.getGlobalDescribe().get(‘‘).getDescribe();
System.debug(‘Object Accessible:’+result.isAccessible());
System.debug(‘Object Createable:’+result.isCreateable());
System.debug(‘Object Updateable:’+result.isUpdateable());
System.debug(‘Object Deleteable:’+result.isDeletable());
for (Schema.Sobjectfield obj : result.fields.getMap().values()) {
Schema.DescribeFieldResult fldResult = obj.getDescribe(); System.debug(‘Field Name:’+fldResult.getLabel()+’;\tField Accessible:’+fldResult.isAccessible()+’;\tField Createable:’+fldResult.isCreateable()+’;\tField Updateable:’+fldResult.isUpdateable()); }

85. How to enable access to SMS-Magic Interact for a newly created profile?

Here is the list of different categories where you should provide the complete access to all the objects belonging to SMS- Magic Interact application:

  • Apex class permissions
  • VF page permissions (To be able to send SMS)
  • Custom permissions (to enable the Send SMS buttons for these profiles)
  • Object permissions for all the objects belonging to SMS-Magic Interact.

To enable this:

  1. Under Setup click Manage.
  2. Click Profiles and make the necessary changes.

Owing to lack of permissions, sometimes SMS records are created in SMS History tab. However, the messages are not delivered to the handset. This issue occurs when the user who is trying to send the SMS, does not have the permission to edit the objects (highlighted in Bold) in the list mentioned below:

The Object Name:

  1. Action On Incoming SMS
  2. Error Log
  3. Filter Setting
  4. Incoming Alert Configuration
  5. Incoming Lookup
  6. Incoming MMS Detail
  7. Incoming SMS
  8. LV MMS Detail
  9. List View Configuration
  10. List View Execution
  11. MMS Detail
  12. Optout Settings
  13. SMS Alert
  14. SMS Batch Execution Tracker
  15. SMS History
  16. SMS Schedule
  17. SMS SenderId
  18. SMS Template
  19. SMS Template Type
  20. Scheduled SMS
  21. SenderId Profile Map

 The Custom Setting Name:

  1. Accessible Channels
  2. Acknowledgment Popup Setting
  3. Conversation View Setting
  4. Duration To View History For Incoming
  5. SMS Magic Package Type
  6. SMS Magic Security Setting
  7. SMS Magic SetUp Tracker
  8. SMS Magic URL Setting
  9. Update Related List On Lead Conversion

If the user has a pre-configured template, they also need to have complete access to the Dynamic fields used in the SMS template.

Please check the profile of the user and the field-level access of this profile to the above-mentioned objects. You can do the same by following the below steps:

  1. Under Setup, click Manage Users and then Profiles.
  2. Select the Profile and edit it.
  3. Under the Custom object permissions section, enable the View all and Modify all permission for three objects mentioned above
  4. Click Save.

If the above settings have been done and the user still cannot send an SMS successfully, please check the field-level security permissions for the objects (SMS History, SMS SenderIDs, and SMS templates) as well.

  • Go to Setup -> Create -> Objects -> Select the object
  • In the “Custom fields and relationships” section, check that the fields have the access “Field-level accessibility” to the User profile in the picture.

Once all these settings are taken care of, the User will be able to send the SMS successfully.

You can also grant the permission set to the user by following the procedure mentioned below –

  1. Under Setup, click Administration.
  2. Under Manage Users, click Users.
  3. Click the user for which you wish to grant/revoke permission set.
  4. Look for the Permission Set Assignment and then edit that permission set
  5. You will be able to see SMS Converse Permission Set under Available Sets.
  6. Add the SMS Converse Permission Set to the column Enabled Permission Sets.
  7. Click Save to save the changes.
A user can send out an SMS even when this permission set is not allotted to him, provided he is manually given permission to send out messages.

86. Do you store messages on your Server? Are you GDPR Compliant?

We have the data stored in one of the two servers i.e. the U.S. or Ireland (for EU region). Yes, we are GDPR Compliant.

87. Does SMS-Magic Work with Salesforce Campaigns?

Yes. You can start an SMS Campaign with the help of Run SMS Campaign button available on the Campaign Page layout. However, note that you can send messages to Leads and Contacts only. The campaign reach is limited to upto 50k records at a time.

88. How to send Auto Reply on receiving Incoming SMS?

You can follow the given procedure to send an auto reply on Incoming SMS:

  1. Create a Converse App Action through Converse App by selecting all the necessary parameters i.e. senderID, phone field, SMS Text etc.
  2. Copy the action key generated
  3. Once the Converse App Action is created, configure a process builder on SMS History object with criteria as ‘Direction is IN’ and specify the text condition where you want the auto reply SMS to go. For e.g. if the Reply is ‘YES’ then specify the condition as SMSText equals YES.
  4. In the immediate action, select create a record – > Converse App Task.
  5. Paste the action key (copied earlier) in the automated key reference section and pass the lookup of the object so the outgoing messages are linked with the respective record.

90. A user is receiving an error “You do not have permission to access fields of User object. Please contact admin. You do not have permission to access Profile object. Please contact admin.” How can we resolve this?

To resolve the error notifications, do one of the following:

  • If the user is a “System Administrator” – Set “Customize Application” permission for this profile from “Administrative Permissions–> Customize Application” as true.
  • If the user is not a “System Administrator” – Set “View Setup and Configuration” permission for this profile from “Administrative Permissions–> View Setup and Configuration” as true .

91. Whenever we try and save any changes made to any profile, then we get the error Permission depends on read access for SMS History object, Incoming SMS object, List View Configurations. Please explain why?

This is a Salesforce error and appears because your profile is missing the required permissions. These permissions have a dependency on several other permissions which are already active for your profile. Refer to our Troubleshooting Guide for more details on resolving this issue.

92. “Customer Portal Super user” profile and “Customer Portal Manager / Custom User License” profile is not able to send SMS using the SMS-Magic application due to missing permissions. Which permission should I assign?

The Customer Portal Super User and Customer Portal Manager profiles need to be provided with access permissions at three levels in order to resolve this issue:

  • Access to Page Layout for SMS Magic Buttons:
    Buttons cannot be assigned to a profile. Therefore, they are added to a layout. In order to access these buttons, Customer Portal Super user Profile and Customer Portal Manager users should be able to access that particular page layout. Page layout assignment for the Customer Portal Super user Profile and Customer Portal Manager user can be defined on their profile.
  • Provide access to SMS Magic Objects, VF pages, Triggers and FLS permissions:
    Salesforce Admin should provide the Customer Portal Super user Profile and Customer Portal Manager users with access to the SMS-Magic objects. Along with this, access should also be provided to the SMS-Magic Visualforce pages and triggers. This ensures that Customer Portal Super user Profile and Customer Portal Manager user has full access to SMS-Magic application.
  • Field Level Security Permissions:
    The Customer Portal Super user Profile and Customer Portal Manager user should also have field level security permission on individual fields in order to send and receive SMS.

In addition to granting permissions to object, all fields of the object should be granted the same level of permissions.

For example: To send SMS, Customer Portal Super user Profile and Customer Portal Manager user should have create and update permission to SMS History object and all fields of SMS history object.

The table below provides further details on objects:

FunctionalityRead PermissionCreate PermissionEdit Permission
Send SMSSender ID Profile Map
SMS Sender Ids
SMS Templates
Object on which SMS is sent
SMS HistorySMS History
View Incoming SMSIncoming SMSN/AN/A
Create TemplatesSMS Templates
SMS Template Types
Object associated with template and fields used in template
SMS Template
SMS Template Types
SMS Template
SMS Template Types

93. Is it necessary to add country code? What is the standard mobile format to be followed for sending messages?

If you are sending messages to more than one country, the country settings needs to set to ALL . It is also necessary to add the country code as a prefix to the mobile number.

The standard mobile format for sending messages is shown below –

1xxxxxxxxxx

Where 1 is the country code.

94. Can I use my Mobile Number for Texting?

Currently, It is not possible to use your mobile number to send messages.

All messages are sent with SMS-Magic connections. However, in the USA, it is possible to use your mobile number as Sender ID by getting the number text enabled.

The text enabling of such numbers will be done by SMS-Magic once you raise a request with us . We provide you with an LOA form which you can sign and fill out with the number you want to get text enabled and we can raise it with the providers for the same.

  • The text enabling might take up to 2 business days starting from the day we receive the LOA from you.
  • We can only text enable your existing landline or VOIP number or provide you with a number from our end so that if someone responds back to this number, it will be recorded in your CRM.
  • We can also enable call forwarding on this number so that if someone calls, it will be forwarded to your cell phone number.

95. How does the Converse App Integrate with Process Builder?

User can trigger further messages from a Process Builder by Using the Action Key generated for each message in a Converse App message flow . The triggering of the messages are based on certain criteria and conditions. You can create Converse App Task as an action and pass an Action Key for the message as a parameter while creating the same from Process builder.

96. Can I mask my number while sending messages?

No, number masking is not possible. Also, senderID restriction for every country differs from country to country.

97. How does the app relate the incoming messages to records in Salesforce ?

There are 2 ways in which Incoming gets associated with Salesforce records:

  • Whenever you send a message to a new record, a Conversation Record gets created. Conversation is Parent Object to SMS History. Once the message is sent it will be attached to that Conversation. If you get a reply from that mobile number we check the Mobile Number and Sender id on the Conversation Object and attach it to the last created Conversation if there is any. If there is no Conversation for the Mobile Number and Sender id combination a new Conversation Record is created.
  • Whenever a new incoming message is received, we check if this message is a response to an existing outgoing messages based on Phone number and sender ID. If there are more than one such outgoing messages, we consider the response to be for the latest outgoing message. This message is looked up as previous message. If a previously sent outgoing message is found, we associate the incoming message with the same conversation as the previous outgoing message. If a previous message is not found, we find the number in all objects configured in Object Config and populate a lookup of all such objects. After this, our application applies a logic to identify the primary object to which this message should be associated with. Finally, a conversation is created / associated for the incoming message based on Phone Number, Sender ID, Primary Object, Primary Object ID and User criteria. If an existing conversation exists where all the 5 attributes match the incoming message, it is used to associate the new incoming message. If no such conversation exists, a new conversation is created.

Conversations in SMS-Magic Converse are created in the following way:

When an Outgoing message is sent if there are no Conversations with the same Mobile number, Sender ID, Owner ID, Object and record ID a new Conversation will get created. If there is an existing Conversation Record, the Outgoing message will get attached to it. If any of the value (Mobile number, Sender ID, Owner ID, Object and record ID) changes, a new Conversation record will get created.

Similarly when you receive an incoming message, if there is a Conversation Record with the Mobile number and Sender ID it will get attached to it. If there is no Conversation it will create a new one.

98. Can we use our own number for texting ?

Yes. We have the ability to support Bring Your Own Numbers (only for the U.S. as of now).

99. How do you provide us support on the issues?

As a customer you can report all Failures and any other service issues to Screen Magic, stating the nature of the issue and information required for its resolution, using the following methods:

100. How can we check if the message was sent successfully?

To check if the message was sent successfully, you can check the two fields available on SMS History record:

Sent Status

The SentStatus of an SMS gives you the health of the SMS creation process from the salesforce org to the SMS-Magic portal. If it displays “Submitted” in the initial stage, it means that the SMS request has been created successfully.

Delivery Status

The deliveryStatus of an SMS is the real-time delivery report that we receive from the SMS providers. The moment we receive them, we push them back to your SF org.

In short, when we send an SMS from the SF org, a record is created in SMS History tab with the Sent Status as “Submitted”. This means that the SMS has been sent from Salesforce to the SMS Magic portal for further processing.
When we receive the delivery report from the provider, we push it back to your org and the Sent Status is updated to “Success” and the Delivery Status is updated with the one shared by the SMS provider.

Additionally, the Status field shows the overall status of the outgoing messages.

101. What is OAuth? Is it necessary to enable the OAuth?

SMS-Magic is a connected app on Salesforce for authentication of Data and to push data into Salesforce. As SMS-Magic sends Delivery reports and Incoming SMS back to Salesforce we use OAuth for this purpose.

Setting up OAuth with SMS-Magic is pretty simple.

  1. Under the Converse Settings tab from SMS-Magic Converse click Reset . You can also avail the option from All tab.
  2. View the API key generated in the following page as shown below.
  3. Click Go Back to Salesforce and OAuth configuration is completed.

102. Can partner community users use SMS-Magic Converse and, if so, what permissions do they need?

Yes. SMS-Magic Works with partner community user of Salesforce. You can give the users “SMS-Magic Converse User” Permission Set and grant access to the Visualforce pages for Conversation View.

Refer to the section on SMS-Magic Converse Permission Details in the SMS-Magic Converse Guide for Salesforce Admin for more details on assigning permissions in SMS-Magic Converse.

103. Can we change our standard SF mobile field to a custom field? If yes, can we still map this to send SMS’s?

You can map standard as well as custom mobile fields to pick the mobile number from, while Sending SMS.

104. Is it possible for our users to create an out of office auto text response if they are going to be away from the office for a period of time?

Yes, you can set-up auto response based upon hours by using Salesforce Standard functionality.

105. Some text messages that are sent out are not logged in the Converse Desk at all. For example, as a Salesforce user when I send a text message to myself through the conversation panel, I do receive the message. However, I am unable to view it under the sent items on the desk. Is this a configuration issue?

There could be two possible reasons for this:

1.Opportunity is not part of MoC;

or

2. The sender ID and phone number combination received in the last message was from the Contact record.

106. When I send an SMS on opportunities only an outgoing message was logged. To test it, I sent a text back. This was logged under me as a contact and not as a direct reply to the message sent from the Opportunity. Why did this happen?

No, this is not a configuration issue. Notifications sent to Salesforce users are not associated with conversations and will not be displayed on the conversation desk.

107. What are the options you have ensuring bulk SMS deliverability?

Salesforce –

  1. Bulk button through list view
  2. Converse app Bulk action (only for versions above 1.50
  3. Campaign Manager (only for versions above 1.50)
  4. Salesforce Campaign

Zoho –

Bulk Button on the modules

SMS Magic Portal –

Campaign through Portal.

108. Can you round-robin numbers for ensuring deliverability?

Yes, You can round-robin numbers to ensure delivery.

109. Is it possible for the messages sent using a short code to be blocked?

Yes. a few carriers like Simple Mobile & T Mobile do block messages from short code if requested by the end user.

110. Are multimedia files supported for Facebook outgoing and incoming messages?

Outgoing Facebook MMS – Not supported.

Incoming Facebook MMS- Supported (Please see if there any changes made for outgoing MMS).

111. How many messages can be sent using a long code per day?

To avoid any type of blocks it’s recommendable to send about 200 messages per day per number.

112. What are the main reasons for the messages to be slammed?

Following are the main reasons for the messages to be slammed: Sending more than 200 messages daily per number

  • Optin consent is not taken.
  • Message is sent out of business and the contact reports it to the respective carrier hence the number will be blocked.
  • Messages sent to DND numbers.
  • Velocity block
  • Content block
  • P2P used for bulk
  • SMS Ratio is not followed

113. How many messages can be sent per day using a Toll Free number?

There is no limit to send messages per day using a toll free number.

114. Why Messages don’t get delivered?

Following are some of the common reasons why the messages don’t get delivered:

  • Sending messages to invaid number like Landline
  • Mobile switched off or out of network
  • Destination number has opted out
  • The Message subscription on the destination number has expired (e.g.- Customer having 1:1 communication and suddenly a message is not delivered).
  • Spam Detected- Too many messages sent using long code, like bulk or campaign (We suggest either Shortcode or Toll free number).
  • Number has opted out from receiving messages from you.
  • Number is overwritten
  • The end-user’s mobile plan does not support SMS
  • Number is no longer valid
  • Prepaid subscription for SMS expired
  • The sender id entered is either not in the correct format, not SMS-enabled or not assigned to your account.
  • Network error- Network issues at carrier end
  • Spam detected- SMS filtered
  • Invalid SMS Content- blank SMS or SMS exceeds the characters limit of 1600 for messages

115. SMS messages show the status “Delivered”, but aren’t showing up. Why this happens?

False positives to a single mobile device are likely caused by a device-specific issue.

False positives to multiple users, can be caused by carrier filtering, issues with local telecom infrastructure, or technical limitations.

116. Do you support multi-country messaging with multi-providers for a customer?

Yes, we support multi-country messaging with multi-providers for a customer.

117. What are forbidden messages applicable for my toll free sms, long code, short code?

Forbidden messages are depend upon the SMS content. You should not be sending the SPAM messages to your clients.

118. How you calculate number of SMS/MMS credits? GSM chars, unicode chars, message length, multi-part messages, etc.

While creating the SMS content in the Message composition from the Converse templates, the number of characteres & the credit consumed can be seen. You can explicitely check the unicode count from google.