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Overview

Converse Apps lets the user configure templates to run a text messaging flow. The user configures the templates depending on the objects that are associated with the Converse application. The user uses readymade templates to create Converse Apps for different types of campaigns such as Drip Campaign, Surveys, Double-Opt-In(s), Event Reminders, and other types.

Converse Apps are automation templates that can be configured once and used multiple times using Salesforce automation like Workflows, and Flows.

The Converse Apps dashboard displays the apps created that are based on the objects configured to the application.

Prerequisites

Before using Converse Apps, the following prerequisites need to be completed:

  • SMS-Magic version is 1.50 or higher
  • Configure the Objects to associate with the app

Along with the Converse Desk, the Converse App helps the Campaign Manager to enable teams to run campaigns using templates (or apps). The Converse App Dashboard is as follows:

App Detail Page

You can expand Individual apps displayed on the Dashboard to view its details. The App details page is as follows:

The App details page provides you with the following information:

Widget Description
SMS Credits Consumed Displays the SMS credits consumed for using the app.
App Action Displays how many templates, automation, and bulk campaigns are part of the app.
SMS Stats Displays the total number of messages sent. Out of the total messages sent the user can see the number of messages delivery success and the number of messages delivery failed.
Response Stats Displays the response rate of the messages sent. From the response rate the user can also see the number of responses to outgoing messages and the number of responses to incoming messages.
Conversations Displays the conversations that are associated with the app. The user can create a new message and access the Converse Desk.
Details Displays a list of the actions taken with the app.

The App detail page enables you to perform the following actions:

Actions Description
App Status Set the status of the app. The status can be:
Draft / Active / Paused / Closed / Archived
For bulk campaign configuration, the status is set to Active.
Edit Here you can edit the App details:
App Name
App Description
The Object value cannot be changed.
Setup Here you set up the necessary templates and SMS sending instructions for the app.
Templates – Create the SMS message template for the app. This template is used in the automation or bulk campaign of sending of the SMS.
Automation – Create an automated message flow for the app.
Bulk Campaign – Set the app to Active status to enable bulk campaign. Create the bulk campaign of sending the SMS message to multiple people.



Create a New Converse App

To Create a New App:

1. In the SMS-Magic Converse application, click on the Converse Apps tab.

2. Click Create New App.

3. Enter a name in the App Name field.

4. Enter a short description of the app in the App Description text box. This is optional.

5. Select an object from the Object list.

The objects in the list appear depending on the objects that are configured in the Converse application.

6. Click Create.




Create and Associate a New Template to the Messaging Flow

Once a new Converse App is created, you need to create and associate a new template to the message flow. On the Select Templates page, you can create new templates or select from the list of available templates. These templates are associated with the app. If needed, you can remove the template from the app.

To Create a New Template:

1. In the SMS-Magic Converse application, click on the Converse Apps tab.

2. Click on the App to open the app details page.

3. Click Setup and select Template.

4. On the Select Templates, page click Create New.

5.In the Basic Information section, enter the template name in the ‘Template Name’ field and select the primary object from the Primary Object drop-down list

6.Type the description in the description field

7.Select the templates

Note: Now from version 1.73, you can create rich media message templates. Select the template category as ‘Rich Media’ and select the channels from the list of channels. Rich media message templates allow users to use the WhatsApp functionalities like clickable buttons and call to action buttons.

8.In Insert Merge Field, select the Object type and the Merge Field to personalize your template

9.Click Create once all details are filled

10.Once all the details are filled, you can see the preview of your template as shown in the image below:




Create a Message Flow

Once a new template is created and associated with the message flow, you need to create the automation message flow.

To Create an Automation Message Flow:

1. In the SMS-Magic Converse application, click on the Converse Apps tab.

2. Click on the App to open the app details page.

3. Click Setup and select Automation.



4. On the Message Flow configuration page, select the Flow Type. The type can be:

  • Automation
  • Auto Reply
  • Notification to User. Select Automation as the flow type.

5. Enter the name of the message flow in the Name field.

6. Enter a short description of the message flow in the Description field.

7. Select the phone type in the Phone Fields.

8. Select the sender ID in the Sender ID field.

9. Select the action trigger in the Message Flow Trigger field.

10. Select the template in the Template field. The text of the template is displayed.

11. In addition to these, if you select Auto Reply or Notification to User as the flow type options, you need to enter values for the Keyword field. The keyword will be defined by you and will be specific to your business needs.

12. Click Create.




Trigger a Message Flow from Flows

Using the Action Key generated for each message in a message flow, you can trigger further messages from Flows. The triggering of the messages is based on certain criteria and conditions.

For each message created in the message flow, a unique Action Key is generated. The action key is necessary to trigger messages from the Flows. The action key appears as shown:

Create Converse App

To trigger a message automation flow from Flows, you must first create a Converse App.

To create the Converse App, follow the steps mentioned in the ‘Create a New Converse App‘ section.

Create an Automation Message Flow

The next step is to create an automation message flow. For creating an automation message flow, follow the steps mentioned in the ‘Create a Message Flow‘ section.

Note: Here (in Create a Message Flow section), in Step no. 9 – Select the action trigger in the Message Flow Trigger field, you need to select the action trigger as ‘Flow’.

Trigger Message Flow from Flows

  • Click  on the Salesforce navigation on the top right and then click Setup
  • Select ‘Flows’ by using the Search Setup field, or by using the Quick Find search field, or by selecting Platform Tools > Process Automation > Flows.
  • Click on the Flows option as highlighted in the image above. the following page will appear:
  • Click on the New Flow button, and the following page will appear:
  • Here, you will get many flow template options to select from. As per your requirement, select the right type of flow to continue. For instance, select the ‘Record-Triggered Flow’ and click on Create button.

Here, consider an example when a customer wants to trigger an automated message when a record is created, updated, or deleted. Enter Object as Lead, select trigger option as ‘A record is created’, and click on the ‘Done’ button to proceed.

  • Once the object is created, you need to define the elements. Click on the plus sign in the flow as shown above. The following elements will appear:
  • Select the Create Records element to create records. The following page will appear:
  • Select the method in which you want to set the record fields.
  • In the Object field, mention as ‘Converse App Task’. 
  • In the next section, you need to set field values for the converse app task.
  • You can add more fields by clicking on the ‘Add Field’ button. 
  • Add the required criteria in the flow and click on the ‘Save’ button
  • Click on Run to test the flow
  • Click on Activate to activate the message flow



Create and Schedule Bulk Message Campaigns

Note: This functionality has been deprecated from version 1.72

You can run campaigns for multiple recipients. It is similar to the process for sending bulk messages. Prepare the list of recipients for whom you want to run the campaign, specify the Sender ID, and choose the SMS template. You can also schedule a bulk campaign to be sent at a specific time.

Create Bulk Message Campaigns

  1. Log in to the SMS-Magic Converse application.
  2. Click the Converse Apps tab. The Converse Apps Dashboard appears.
  3. On the App detail page set the status of the app for bulk campaign to Active.
  4. On the top right, click Setup and then click Bulk Campaign.The Bulk Campaign page appears.
  5. Click New Bulk action. The Send Bulk Message screen appears.
  6. Under Recipient List, select the list of recipients to whom you want to send the message. The list of recipients appear.
  7. Under Sender ID, select the Sender ID from whom the message will be sent.
  8. Under Select Phone Field(s), select the phone type . If available, the user can select more than one phone type.
  9. Under Use Templates, select the template to use for the bulk campaign.
  10. Under Message Text type the message to be sent out to the selected recipients. If you have selected a template, this section will display the message from the selected template. You can also edit the message and include images.
  11. By default, the Send to Duplicate Numbers remains selected.
    Clear the check box if you do not want to send the message to duplicate numbers existing in the list.
  12. Click Schedule if you want to send the message at a specific time and date.
  13.  

    Refer to the section on Schedule Campaigns for more details on scheduling campaigns.
  14. Click Send to send the message immediately.

Schedule Bulk Message Campaigns

  1. Click Schedule. The Schedule dialog box appears.
  2. Enter a name for the message schedule in the Message Schedule field.
  3. Select the schedule frequency as single occurrence or recurring.
Action Description
Date Select the date to send the bulk message. This field is in the single and recurring tabs.
Time Select the time to send the bulk message. This field is in the single and recurring tabs.
Time Zone This field is based on the time zone set during the configuration of the application. This field is in the single and recurring tabs.
Start Date Select the start date to send the bulk messages. This field is in the recurring tab.
End Date Select the end date to stop sending the bulk messages. This field is in the recurring tab.
Frequency Select the frequency of when to send the bulk message. Select between Daily, Weekly, Monthly, or Yearly. This field is in the recurring tab.
Repeat Every Select the number of times the bulk message will be sent out. Depending on the frequency of selection this field will change. This field is in the recurring tab.



Keyword-Based Automation

Keyword-based automation is the automatic sending or triggering of text messages to individuals or groups of people based on certain keywords. You can configure keyword-based automation when messages are triggered on a specific date and for a particular event. This is similar to running drip campaigns. Keyword-based automation saves time while ensuring that your customers instantly get the right response and your lists are accurately updated based on the keywords in your received messages. As a business user, you can define the automation template in the Converse App which can be used to make it work with process builder, workflows, and flows.

To create Keyword-based automation, first, you need to create an automation message flow and then trigger an SMS Message based on a Keyword Response using the action key.

In the following example, we will update a Salesforce record based on the keyword response of a customer.

To create an automation message flow, do the following:

1. Go to the App detail page and click Setup.

2. From the list, select Automation.

3. From the Setup Automation Campaign dialog, select the number of steps that are part of the message flow.

4. On the Message Flow configuration page, select the Automation flow type.



5. Enter the name of the message flow in the Name field.

6. Enter a short description of the message flow in the Description field.

7. Select the sender ID in the Sender ID field.

8. Select the action trigger in the Message Flow Trigger field.

9. Select the template in the Template field. The text of the template is displayed.

10. By default, Do not send to opt-out members is selected. To send the message to opt-out members, clear the checkbox.

11. Click Create.

Trigger an Automation Message Flow from Process Builder using Action Key

To trigger an automation message flow from Process Builder, refer to the ‘Trigger a Message Flow from Process Builder‘ section.

Trigger an Automation Message Flow from Flow using Action Key

To trigger an automation message flow from Flow, refer to the ‘Trigger a Message Flow from Flows‘ section.




Auto-Reply to Texts

Auto-reply is one of the first automation you need to implement because they reassure customers that they will be taken care of as soon as possible, no matter when they send you a message.

To create Auto-reply, first, you need to create a message flow and then trigger an Auto-reply message using the action key.

To create an auto-reply to text message flow, do the following:

1. Go to the App detail page and click Setup.

2. From the list, select Automation.

3. From the Setup Automation Campaign dialog, select the number of steps that are part of the message flow.

4. On the Message Flow configuration page, select the Auto Reply flow type.



5. Enter the keyword for the message flow in the Keyword field. The keyword is decided by the user.

6. Enter the name of the message flow in the Name field.

7. Enter a short description of the message flow in the Description field.

8. Select the sender ID in the Sender ID field.

9. Select the action trigger in the Message Flow Trigger field.

10. Select the template in the Template field. The text of the template is displayed.

11. Click Create.

Trigger an Auto-Reply Message Flow from Flows

Using the Action Key generated for each message in a message flow the user can trigger further messages from Flows. The triggering of the messages is based on certain criteria and conditions. In the following example, we send auto-replies based on the incoming message keyword.

What is the Action Key?

For each message created in the message flow, a unique Action Key is generated. The action key is necessary to trigger messages from the Flows.



To Trigger an Auto-Reply SMS Message based on a Keyword Response:

  • From the Salesforce navigation on the top right click Setup.
  • Select Flows by searching it in the Search Setup field.
  • Click on the Flows option as highlighted in the image above. the following page will appear:
  • Click on the New Flow button, and the following page will appear:

Here, you will get many flow template options to select from. As per your requirement, select the right type of flow to continue. For instance, select the ‘Record-Triggered Flow’ and click on Create button.

Here, consider an example when a customer wants to trigger an automated message when a record is created, updated, or deleted. Enter Object as Lead, select trigger option as ‘A record is created’, and click on the ‘Done’ button to proceed.

Once the object is created, you need to define the elements. Click on the plus sign in the flow as shown above. The following elements will appear:

  • Select the Create Records element to create records. The following page will appear:
  • Select the method in which you want to set the record fields.
  • In the Object field, mention as ‘Converse App Task’. 
  • In the next section, you need to set field values for the converse app task.
  • You can add more fields by clicking on the ‘Add Field’ button. 
  • Add the required criteria in the flow and click on the ‘Save’ button
  • Click on Run to test the flow
  • Click on Activate to activate the message flow



Run a Survey

There are two ways in which you can run an SMS Survey using SMS-Magic Converse:

  • You can leverage the functional capability of Converse Apps to design the complete survey. The Converse App helps you create automation templates and define message flows. Once done, you can integrate those with process builders to create message triggers and run the survey campaigns. You can define templates and message responses based on your business requirements.
  • You can also create a simple message campaign with two message flows. Send a survey participation request on receiving the expected response, and attach the survey link in the message response template.

Auto-reply is one of the first automation you need to implement because they reassure customers that they will be taken care of as soon as possible, no matter when they send you a message.

To create auto-reply, first, you need to create a message flow and then trigger an auto-reply message using the action key.

Follow the steps in the ‘Auto Reply to Texts‘ section to create auto-reply to text message flow.




Notification to Users

Message notifications are an important functionality that keeps you updated on all incoming messages. SMS-Magic Converse provides multiple ways in which you can be notified when you receive a new message.

To create a notification to users message flow, do the following:

1. Go to the App detail page and click Setup.

2. From the list select Automation.

3. From the Setup Automation Campaign dialog, select the number of steps that are part of the message flow.

4. On the Message Flow configuration page, select the Notification to Users flow type.



5. Enter the keyword for the message flow in the Keyword field. The keyword is decided by the user.

6. Enter the name of the message flow in the Name field.

7. Enter a short description of the message flow in the Description field.

8. Select the sender ID in the Sender ID field.

9. Select the action trigger in the Message Flow Trigger field.

10. Select the template in the Template field. The text of the template is displayed.

11. Click Create.




Search Converse App

To search for an App:

1. In the SMS-Magic Converse application click on the Converse Apps tab.

2. Whenever a user navigates to the Converse Apps, they can use the ‘Search bar’ option besides the ‘Create New App’ button to search for different Converse Apps or Actions using the converse app name.

3. The User can also Search for Converse Apps using the ‘Search Bar’ by entering the PA-Key as shown in the following image:

Once the user clicks on the converse app PA key, they will be redirected to that particular flow, as shown below:

Here, users can see information about each of the messaging flows. Users can also manually pull the information of each of the linked flows, and workflows. Click on the ‘Show linked flows, and workflows’ link. The details will be displayed on the right, as shown in the image above.




Delete Blank Automation flow

  • Click on ‘Contacts’ under converse apps on the following page will appear:

  • Click on ‘Automation on contact the following page will appear:

Here, you can click on the ‘Delete’ icon to delete the blank automation flow from the converse apps