By default, the user who has installed SMS-Magic is assigned 1 trial license and that the user(admin) can assign a trial license to its users. You can add users by assigning one SMS-Magic Converse license per user. Only licensed users can access the SMS-Magic Converse. You can purchase more required user licenses after registration. 

The User Management screen displays the following information:

• Plan type you have purchased
• The total number of licenses assigned to the Plan type
• The number of available licenses
• The number of licenses used

If the number of users is more than the number of licenses available, the Admin can purchase more licenses by connecting with care@screen-magic.com.

You can add more users by clicking Add New and entering at least three characters to search for the name or email addresses. After adding the new user, the following happens:

• A license is consumed from the available licenses.
• The new user is listed in the User’s List.

You can remove a user from the User’s List and free a license for reuse. After confirming the removal of a user, the following happens:

• A license is added to the available licenses.
• The user is removed from the User’s List.

You can also associate user licenses directly to a profile. All users within that profile will be eligible to use that license. However, if the number of users sharing that profile exceeds the available licenses then you will have to purchase additional licenses.

Add a User 

1. To assign a user to an SMS-Magic Converse license:

2. In the Converse Settings tab, click User Management.

3. Click Add New.

4. Enter at least three characters to search for the name or email addresses.

5. Select the users or profiles from the list.

6. Click Assign License to select the license type you want to assign to the user.

7. Click Add. The new user or profile shows up on the User Management List.

Remove a User 

To remove SMS-Magic Converse license for a user:

1. In the Converse Settings tab, click User Management.

2. Click next to the user in the User’s List. 

3. The selected user appears in the Remove User list. Click Remove.

4. SMS-Magic license is returned to the pool of available licenses.

Choose who you want to Message and from which Objects. Message Objects are objects from which you can send SMS. In salesforce, you can choose your standard and custom objects from which you want to trigger SMS. You can choose one or more phone number fields to send messages to. We support up to 7 mobile phone fields on one object. 

In the Message Object Configuration section, you can do the following:

• Define objects for which the user defines conversation templates.
• Auto-generate Conversation and Bulk Sending pages based on the objects defined.
• Define the use of mobile fields and name fields.
• Configure setup buttons using the pages that are generated.

 You can add objects to the Object list. The system then automatically configures the Visualforce pages. These pages are then used to create buttons, such as:

• Send SMS
• Send Bulk SMS
• Conversation View

In addition to Visualforce pages, Lookup Fields are also created for that object on SMS History, Converse App Task, and Conversation objects. These fields will be used to attach messages to a record when required by the application while building conversations. User profiles need to be provided field-level access permissions in order to refer these lookup fields while building conversations.

Users should also have access to merge/dynamic fields that are referred to in the message configuration and used in SMS templates and fields. For example, a mobile number.

To delete a Message Object or an Information Object, log in to an administrator account. You need to have the relevant permissions to perform the deletions. Deleting a Message Object or an Information Object must be carefully considered and carried out as it impacts SMS delivery throughout the application.

Before deleting the configuration of an object, the Admin must disable the following:

• All Automations
• Process builders
• Campaigns

Add Objects

1. In the Converse Settings tab, click Message Configuration.

2. Click Add Objects.

3. Select the object name, name, and phone from the dropdown lists.

4. Click Save.

Edit Objects

1. In the Converse Settings tab, click Message Configuration.

2. Click Details next to the message object that you want to edit. 

3. Click Edit icon next to the object you want to edit. The edit view appears.

4. If you want to change the name, then select a different name from the Name Field.

5. If you want to change the phone, then select a different name from the Phone Fields.

6. Click Save.

Delete Objects

1. In the Converse Settings tab, click Message Configuration.

2. Click Details next to the message object that you want to delete. 

3. Click the delete icon. The Remove Object Configuration pop-up window appears.

4. Click Save.

Add Information Objects

1. In the Converse Settings tab, click Message Configuration.

2. In the Information Objects section, click Add Objects.

3. Select the information object from the Information Objects dropdown list. Note: You can select multiple information objects.

4. Select the primary object that will reference the information object from the Object Name dropdown list.

5. Click Save.

Edit Information Objects

1. In the Converse Settings tab, click Message Configuration.

2. Click the Edit icon next to the object you want to edit. The edit view appears.

3. If you want to change the information object, then select a different object from the Information Object list.

4. If you want to change the primary object that will reference the information object, then select a different primary object from the Object Name dropdown list.

5. Click Save.

Delete Information Objects

1. In the Converse Settings tab, click Message Configuration.

2. Click the Delete icon next to the object that you want to delete. The Delete Configuration pop-up window appears.

3. Click Delete.

When you configure SMS-Magic Converse, you can choose your destination country of operation where you would want to send messages. You can choose the All option to send messages in more than one country. Messages will follow the compliance guidelines and Sender ID restrictions based on the country of coverage. 

To select your Primary Country of Operation where you would want to send messages:

1. In the Coverage section, select the country from the Primary Country list.

2. Click Yes in the Confirm Selection pop-up window.

3. Click Go to Next Step.

Sender ID is an alphanumeric name or number that appears on the mobile device and helps to identify the sender of the message. It can be a long code or shortcode that you assign to a single user, multiple users, or a profile. Inbound numbers should be used as the Sender Id to receive replies to your outbound messages.

There are some countries that allow you to send SMS with Alphanumeric Sender ID. To get replies you’ll need to procure an Inbound number and give reply instructions in the text of the SMS you send. For example, Dear Customer, Enjoy the Rewardz Festival on your Credit Card. To know more, SMS ‘JOIN’ to 5676756 and register now. For TnC, please visit http://bit.ly/6463nf’.

You can configure Sender IDs for different organizations, teams, or individuals or Campaigns or Messaging Programs to appear as you want on the customer’s mobile device. 

Add Sender ID

1. On the Sender ID and Assignment page, click Add Sender ID. The New SMS SenderId pop-up window appears.

2. Enter the information in each field. Fields marked with a red asterisk are mandatory. Refer to the following table for more details on individual fields.

3. Click Save.

Edit Sender ID

1. Click the Options icon next to the Sender ID you want to edit.

2. Click Edit. The Edit SMS Sender ID pop-up window appears.

3. Change the information as needed. Fields marked with a red asterisk are mandatory. Refer to the following table for more details on individual fields.

4. Click Save.

Assign Sender ID

1. On the Sender ID and Assignment page, click next to the Sender ID to which you want to assign users. The dropdown menu appears.

2. Click Assign to Users. The Assign to Users popup window appears.

3. Enter at least 3 characters to search for users or profiles.

4. Click Add. The users or profiles are assigned to the Sender ID.

Manage Notifications

1. On the Sender ID and Assignment page, click the Options icon next to the Sender ID for which you want to manage notifications. The dropdown menu appears.

2. Click Manage Notifications.

3. In Recipient, select the recipient who will be notified of receiving an incoming message. Refer to the following table for more details on the available options for notifying recipients.

4. In Email Template, select the email template you want to send with the notification. The Subject and Description fields display the template content.

5. Click Save.

Associate Incoming Number

1. On the Sender ID and Assignment page, click the Options icon next to the Sender ID to which you want to associate an incoming number. The dropdown menu appears.

2. Click Associate Incoming Number. The New Alpha Sender ID Map popup window appears.

 3. For both Outgoing Sender ID and Incoming Sender ID fields, do one of the following:

• Click New SMS Sender ID, to create a new Sender ID.
• Search for the Sender ID that you want to associate with the selected  Sender ID.

4. Click Save to save the Sender ID or Save & New to save it and create another Sender ID.

Configure Notifications

1. Use the Notification on Incoming toggle button to receive notifications for an incoming message. You can disable all notifications by sliding the toggle back.

2. Click View. The View Default Email Template popup appears.

3. Click Close. The  Sender ID and Assignment page appears.

4. Click Change. The Change Default Email Template popup window appears.

5. In Email Template, select a new email template dropdown list, if required.

6. Click Save.

SMS or messaging compliance is a highly regulated industry. The applicable laws depend on the place of business, destination country of your recipients and the specific industry you are in. Telecom laws apply uniformly to any SMS sent in that particular country.

Businesses are required to obtain specific consent before messaging their prospects and customers. Each regulation such as Telephone Consumer Protection Act (TCPA), General Data Protection Rights (GDPR), Canada’s Anti-Spam Legislation (CASL), or California Consumer Privacy Act (CCPA), California or the new California law, makes it mandatory for each business to obtain specific consent. SMS Magic has created an extensive framework which serves as a guideline for you to define:

• Who are you messaging?
• What you are messaging and obtain specific consent for that content?
• How you are obtaining Consent?

There are several considerations in choosing your consent options. We advise you to consult your attorneys before deciding on the messaging consent.

• Choose a Consent Database
• Methods Of Input
• Configure Audit Database
• Configure Consent Method and Content
• Create Consent for Source
• Create Consent for Specific Content
• Edit Content Type
• Delete Content Type
• Configure Double Opt-In
• Create Double Opt-In Configuration
• Configure Keywords
• Configure Compliance Keywords

Choose a Consent Database

The applicable laws like TCPA and GDPR make it mandatory to obtain consent and keep records in a readily available audit database which can be used as evidence in case of a dispute. This database of Consent records needs to be maintained for 4 years (as per GDPR) from the date of its creation. 

With SMS Magic you can choose how you obtain and maintain or record your consent. You can choose to get a blanket consent for sending any legally possible Content or get a specific Consent. For example, you can get blanket consent for sending any type of messages, service, transactional, or promotional; Or you can get specific consent for sending transactional messages only.

This specific consent is recorded via Sender ID and Content Type. You can choose any of the following methods:

• Mobile Number Only – You Opt-in to have a blanket yes or no consent for any recipient
• Mobile Number and Sender ID – You record consent for specific Sender ID’s. You always have the option to choose “All”, while creating your consent records.
• Mobile, Sender ID, and Content Type – You choose to do specific consent based on Content Type.

The compliance feature helps you create a consent database based on all these parameters. You can also enable users to create a consent record manually. However, users need to be provided with relevant permissions to create and update the consent database. 

You can define consent record parameters in the following four possible combinations:

Methods Of Input

Consent is captured through text messaging, paper forms, emails or web forms. All these varied methods of input can be categorized under three areas. These are as follows:

Mobile – You can print the mobile numbers on billboards, posters or print ads in order to encourage customers to share their consent for receiving updates on your products and services. When customers send in their consent through these numbers, the input source is recorded as Mobile. 

Online – All Web forms or partner sources sending in new lead information are considered as valid sources for collecting consent. However, it is recommended that you provide explicit instructions to customers to perform a specific action (like selecting a checkbox or clicking a Submit button) in order to submit their consent. Once submitted the database can record the input source as Online.

Offline – All physical forms like contracts or other paper forms can also be used to collect consent requests. Even for physical forms, you need to mention the specific action the customer needs to perform in order to send in their request. All requests collected through paper forms need to be added in the consent database with its input source as Offline.

Consent once captured in the consent database needs to mention the input source that has been used to collect it. Create a Comments field in the Consent object that will capture information on the input source for collecting the consent.
Similarly, the lead or Contact object record also needs to be updated with a custom field that will comprise details on how the record is being created. This is a recommended practice for maintaining the audit details.

To Configure the Audit Database:

1. In Consent Record Setting, select the relevant parameters to define consent records.

2. In Keep Audit Report as Object, click View Sample Database. A popup window appears displaying a sample database.

3. Enable the Allow users to manually Add/Edit Consent Records option if you want to allow Agents to add consent records manually. 

4. Click Next.

Configure Consent Method and Content

You can initiate and respond to messages from multiple messaging sources. As each message has a specific purpose, the need to ensure that consent is received for those messages prior to sending them, is therefore critical.

For example, while sending automated messages or sending messages to multiple recipients, it is mandatory that you receive an opt-in request prior to sending. This helps to ensure that your marketing efforts generate positive results.

While sending one-to-one messages, you will not be able to send messages to customers who have explicitly opted-out of your communication strategies.

SMS-Magic Converse helps you configure the consent method that is needed to send out messages through different interfaces. This is a recommended best practice that all users should follow.

The interfaces that you can configure with these consent methods can be categorized based on the type of messages that they are used for sending. The consent method can be selected from the drop-down list placed below each category name. These are as follows:

Automated Conversations – All sources like Converse Apps and Process builders that help you send automated messages.

Bulk Conversations – All sources like Record list view, Campaign Managers, reports and Salesforce Campaigns that help you send bulk messages.

Interactive Conversations –  All sources like the Send Message window in Converse Desk, Converse Inbox and Record View that help you send one-to-one messages to a single customer.

There are two options for defining what you obtaining consent for:

Source Type – You can define if the source requires a prior consent or not. For example,  you might not require consent for sending an Emergency message. Another scenario is that you might not be required to use SMS Magic Compliance Center because you have built your own compliance center. So you can choose, “Consent Not required”.

Content Type – Content type opt-ins are useful in ensuring that you can continue sending messages to customers for a specific content-type. Therefore, in case the customer is applying for a blanket opt-out instruction, in the opt-out confirmation message they receive, you specify the content type opt-in they can send if they wish to continue receiving messages for that specific content type.  

To Create Consent for Source:

1. In Consent for Source, click the drop-down list beneath the relevant message interface name to select the consent mode. Refer to the following table for details.

To Create Consent for Specific Content:

1. In the Consent For Specific Content section, click Create New.

2. Enter the customer details to create a new content type. Refer to the following table for more details on individual fields.

3. Click Next. The Configure section appears to help you add the Sender ID and keyword configurations for the new content type.

4. Enter the keyword configurations for the new content type. Refer to the following table for more details on individual fields.

5. Click Validate & Next. The Opt-out Instructions section appears.

6. Enter the following details to add an opt-out instruction to your message. Refer to Table for more details.

7. Click Save. The new message type appears on the Content Type table.

To Edit a Content Type:

1.  On the content type page, select next to the content type you want to edit. A drop-down menu appears.

2. Click Edit. The Edit Content Type popup window appears.

3. Modify the fields as per requirements. Refer to the following table for more details.

4. Click Save.

To Delete a Content Type:

You can delete a content type only when it is not associated with a consent record.

1. On the Content Type page, select next to the content type you want to delete. A drop-down menu appears. 

2. Click Delete. The Delete Confirmation pop-up window appears.

3. Click Confirm. The Content Type Configuration is deleted.

Configure Double Opt-in

Many times businesses obtain consent to send messages via Web forms, emails or offline methods like contracts. Many industry bodies and associations like the TCPA recommend confirming the Opt-in via handset by sending an explicit SMS asking to confirm or at least notify the recipient that they are subscribed to the text message service from your business. 

The consent status of the recipients is set to pending until they use this keyword to confirm the request. On receiving the keyword from the prospect, you send a response confirming the consent. This completes the compliance process. 

The consent collection process can be automated. You can set up a process builder so that whenever a new lead is created you will be able to create a new record in the consent database.

This section helps you create the configuration for double opt-in or confirmation messages for opt-ins via manual or online forms. All consent will be captured based on these configurations.

To Create a Double Opt-in Configuration:

1. In Double Opt-in & Others, click Create Configuration. The Create New Configuration screen appears.

2. Enter the details as required. Refer to the following table for more details.

3. Click Validate and Save. The Double-Opt In screen appears.

• Click the Down icon next to the double opt-in record you want to view and click View Details from the dropdown list.
• Click the Down icon next to the double opt-in record you want to remove and click Delete.

Configure Keywords

To comply with industry standards, you must respond to keywords for HELP & STOP. Any user who opts-out using the STOP keyword must be added to an opt-out list (blacklist) and must not be sent any further messages until or unless they opt back in. You can configure mandatory keywords for the three keyword types provided. These are:

• Opt-out
• Opt-in
• Help

For each keyword type, some default keywords have already been pre-defined. You can also create new ones following industry-specific norms.

Create keywords using the following guidelines:

• Use Alphabets
• Do not add spaces
• Do not include special characters

When a customer uses the keywords defined under the Opt-out keyword type, they will be opted out or blocked from receiving messages for all campaigns and other activities. You cannot send any more messages to all such customers.

Similarly, when a customer uses the keywords defined under Opt-in keyword type, they choose to opt-in for receiving messages from any team within the organization.

You can define separate keywords to help customers opt-in for specific content type messages, for example, notification or promotions. These keywords will be considered for receiving consent for that specific content-type.

Content-Type opt-ins are useful in ensuring that you can continue sending messages to customers for a specific content-type. Therefore, in case the customer is applying for a blanket opt-out instruction, in the opt-out confirmation message they receive, you specify the content-type opt-in they can send if they wish to continue receiving messages for that specific content-type.

To Configure Compliance Keywords: 

1. Click Edit next to the Keyword type you want to modify. The Edit Keyword Configuration pop-up window appears. Refer to the table below for more details on the Keyword options.

2. Enter the following details to add keyword configuration.

3. Click Save Changes. The Keyword Management section appears.

4. In Opt-out instructions, click Change next to the pre-configured instruction. The Opt-out Instructions popup window appears.

Opt-out instructions are as follows:

5. Click Save. The opt-out instructions, if added, appears as shown.

In the Conversations section, you can define the conversation settings for users and user profiles in the organization. You can configure the following in Conversations:

Converse Desk Layouts – Under the Converse Desk Layouts tab, you can help users configure the following:

• Conversation Filters and Global Filters for specific users and profiles. 
• The color theme for the Converse Desk. 
• Conversation Topic Layout.

Message Settings – Under the Message Settings tab you can define the following:

• The color theme for displaying Automated messages.
• Information to be displayed under every Incoming and Outgoing message bubble. 
• Information to be displayed under the information lookup fields. 

General Settings – Under the General Settings tab, you can disable or enable user privileges for the following features:

• Send Canned Responses
• Define Character Limit for Messages
• Internal Note
• CRM Actions 
• Related Conversation Setting

Configure Converse Desk Layout

Under the Converse Desk Layouts tab, you can create multiple layouts for the Converse Desk. For each layout you can:

• Select the filters under the static Conversation Filters.
• Select the filters under the dynamic Global Filters.
• Assign the users and user profiles to the layout.

The static Conversation Filters are pre-defined. The All and Unread filters are the default filters and cannot be removed from the selection list of filters.

The dynamic Global Filters are dependent on what message objects are selected under Message Configuration.

To Create a New Layout:

1. Login to Salesforce and access SMS-Magic Converse.

2. In the Converse Settings tab, click Conversations. The Conversation page appears.

3. Under Configure Converse Desk Layout section, click Create New Layout. The Create New Layout popup window appears.

4. Type the name of the Layout.

5. Under Global Filters, select the objects for which you want to view the messages.

6. Under Conversation Filters, select the relevant filters to view messages. 

7. Select the user or profile names for whom the layout will be available in the Select Users, profile field.

8. Click Save. The new layout is found in the Configure Converse Desk Layout list.

9. Click Save Changes at the bottom of the Converse Desk Layouts tab page.

To Select the Desk Theme:

1. the Converse Desk Layouts section, slide the toggle button to enable the Color feature. The Color section appears as shown.

2. Select a color or pattern for the desk theme.

3. Click Preview Theme. A separate popup window displays a preview of the Converse Desk.

4. Click Save Changes at the bottom of the Converse Desk Layouts tab page.

To Customize the Conversation Topic View:

1. In the Converse Desk Layouts section, go to Conversation Topic.

2. Select the relevant template from the Template Name list.

3. Select the relevant name for the field from the Field Name list.

4. Click Save Changes at the bottom of the Converse Desk Layouts tab page.

Configure Message Settings

In the Message Settings tab, you can configure the following:

• The color theme for displaying automated messages
• The information that appears below every Incoming and Outgoing message bubble
• The information that appears below the information lookup fields

To Configure Color for the Automated Message:

1. In the Message Settings tab, browse Display Automated Message. 

2. In Display Automated Message, slide the toggle button to enable the feature.

3. Select a color.

4. Click Save Changes at the bottom of the Message Settings tab page.

To Define Message Bubble Information:

1. In the Message Settings tab, browse Message Bubble Information. 

2. In Message Bubble Information select the relevant checkboxes to define the information to be displayed under each message bubble.

3. Click Save Changes at the bottom of the Message Settings tab page.

To Define Lookup Field Information:

1. In the Message Settings tab, browse Lookup Fields Display and Configuration. 

2. In Lookup Fields Display and Configuration, slide the toggle button to enable the feature. The information to be displayed under Lookup fields appear.

3. Select the appropriate information to be displayed in the information lookup field.

4. Click Save Changes at the bottom of the Message Settings tab page.

Configure General Settings

In the General Settings tab, you can disable or enable user privileges for the following features:

• Send Canned Responses
• Define Character Limit for Messages
• Internal Note
• Configure CRM Actions
• Configure Related Conversation

To Enable Usage of Canned Responses:

1. In the General Settings tab, browse Reply Using Canned Responses (Templates Only). 

2. In Reply Using Canned Responses (Templates Only), slide the toggle button to enable the feature.

3. Click Create New. The Reply Using Canned Responses (Create New) popup window appears.

4. In Users and Profiles, type any three letters of the User name or profile and select the relevant name from the list that appears.

5. In Do you want to enable Canned Responses? Select Yes if you want to enable this feature for the selected user or No if you want to disable this feature for the selected user profile.

6. Click Save. 

To Define the Message Character Limit:

1. In the General Settings tab, browse Character Limit of a Message. 

2. In Character Limit of a Message section, slide the toggle button to enable the feature.

3. Click Create New. The Character Limit of a Message (Create New) popup window appears.

4. In Users and Profiles, type any three letters of the User name or profile and select the relevant name from the list that appears.

5. In Enter Character Limit type the maximum number of characters each message sent by the selected user profiles can contain.

6. Click Save. 

If you want to edit or delete the character limit, then in Action, click the Down icon and then click Edit or Delete to make the required changes. 

To Enable Internal Note:

1. In the General Settings tab, browse Internal Note. 

2. In the Internal Note section, slide the toggle button to enable the feature.

3. Click Create New. The Internal Note (Create New) popup window appears.

4. In Users and Profiles, type any three letters of the User name or profile and select the relevant name from the list that appears.

5. In Do you want to enable Internal Note? Select Yes if you want to enable this feature for the selected user profile or No if you want to disable this feature for the selected user profile.

6. Click Save. 

If you want to edit or delete the internal note, then in Action, click the Down icon and then click Edit or Delete to make the required changes. 

To Configure CRM Actions:

1. In the General Settings tab, browse Configure CRM Action. 

2. In Configure CRM Action section, slide the toggle button to enable the feature. 

3. Identify the object for which you want to add CRM actions.

4. In Action, click the Down icon and then, click Edit.

5. In the Configure CRM Actions for <Object Name> popup window, select or clear the relevant CRM actions checkbox for the object.

6. Click Save Changes. The General Settings tab page appears displaying the CRM action configurations for the selected Object.

Consent records are the most important prerequisites for sending messages to your customers. It defines the necessary permissions that are required for you to send messages to customers.

Double opt-in consents are another essential requirement in order to continue your messaging practices. These are received in response to requests sent to customers using non-handset sources, like web forms or emails, to record their compliance.

As per regulatory guidelines, all consent, collected through non-handset sources or created manually needs to be maintained and recorded in a database.

Consent is recorded on the basis of the parameters defined in the Compliance Configuration.

Consent can be created in the following ways:

• Create Consent through Process Builders
• Create Consent Manually

Create Consent through Process Builders

1. Under Setup, click Process Builder and then click New. The New Process pop-up window appears

.

2. Enter the following information.
• The Process Name
• The API name
• A Description of the process
• The Action trigger indicating when the process will begin
3. Click Save.
4. In the Process Builder page click Add Object.
5. Under Object, type the object that will be modified, for example, Contact or Lead.



6. Click Save.
7. Click Add Criteria.
8. Define the criteria as Whenever a new lead is created for the action group.



9. Click Add Action . The Action fields appear.



10. Enter the details, as required. Refer to the table below for more details.
11. Click Add Row to include additional fields.

FIELD	DESCRIPTION
Action	Define the Action as: Create a Record.
Action Name	Provide a name for the Action.
Define Fields these fields need to be configured during the Compliance Configuration process.
Mobile Number	Select the Mobile Number that is selected as the consent parameter for creating the consent record.
Sender ID	Select the Sender ID that will be used to create the consent record. This field is important only if you select Sender ID as one of the parameters for creating the consent record. You may skip this field if it has not been defined as a parameter in your compliance configurations. In such a scenario consent record will be created irrespective of the Sender ID the request is received from.
Content	Select the Content type for which the consent request will be created. You may skip this field if content type is not selected as a parameter to collect consent requests in your compliance configurations.
Confirmation Config	Select the confirmation configuration ID from the Confirmation Config object. This ID comprises the Sender Id from which the confirmation message will be sent. This configuration is completed in Step 3 of the compliance configuration process and will be displayed for Opt-in, optout and double opt-in consent requests.
Do Not Send Confirmation	Select this value as true if you do not wish to send a confirmation message.
Compliance Status	Select the consent status that shall be recorded i.e. Opt-Out, Opt-In, etc. You will need to create multiple process builders to generate consent records with different compliance status.
Source	Select the source for generating the consent and set the value as Non-handset
Lead	Select Lead as a record field and select the value for the lead lookup. This can also be contact depending on which object you are selecting.

12. Click Save.
13. Click Activate and then click Confirm.
You can also import consents by creating a CSV with all the fields mentioned above. Click Import to start importing consents.

Create Consent Manually

1. Click. The app launcher appears.



2. Under All Items, click Consents. The Consent List view page appears.

 

3. Click New. The Add New Consent Record pop-up window appears.



If the button is disabled, enable the Allow users to manually Add/Edit Consent Records option in Step 2 of the Compliance Configuration process.
4. Enter the details as required.
   
   Refer to the table below for more details on individual fields.
   
5. Click Save. The Consent Record List is added to the consent database and appears as shown.



6. Click individual record and the record details appears as shown.

Edit Content Records

1. Select the checkbox adjacent to the consent record you want to edit.
2. Click and then select edit. The Edit Consent Record for <phone number> pop-up window appears.



3. Edit the details as required. Refer to the table below for more details on individual fields.

FIELD	DESCRIPTION
Content Type	Displays the content type for which consent has been added.
Sender ID	Displays the default Sender ID for receiving the consent.
Current Status	Displays the current consent status.
Change Status To	Select the new consent status.
Do not send Confirmation Message	Select this check-box to send a message confirming the consent status of the customer.
Confirmation Message Sender ID	Select the Sender ID that will be displayed when the confirmation message is sent to the customer.
Opt-out confirmation message	Type the confirmation message that will be sent in case the consent status is set to Opt-Out.

4. Click Save Changes. Consent Record is updated in the list view.
Click  on the list view to edit the record phone number.
Click and then select Delete to delete a consent record.
5. Click the record number. The Consent Details appear.

Change Consent Record Owner

1. Log in to Salesforce.
2. Click . The App Launcher pop-up window appears.




3. Under All items, click Consents. The Consents record page appears.




4. Click and select All to remove filters and view all records. The All records view appears.



5. Select the checkbox adjacent to the consent record you want to edit.
6. Click and then select Change Owner. The Change Owner pop-up window appears.



7. Type the first three letters to search for the user you want to move the consent record. The search results appear as a drop-down list.
8. Select a user.
   Prior to selecting a user, ensure that read permissions are enabled for the current record and all related records.

9. Clear the Send Notification Email checkbox if you do not want to send an email to notify the selected user of being assigned as the consent record owner.
10. Click Submit.

View Audit History

1. Log in to Salesforce.
2. Click . The App Launcher pop-up window appears.



3. Under All items, click Consents. The Consents record page appears.



4. Click and select All to remove filters and view all records. The All records view appears.



5. Click a consent record to view details. The Consent details page appears.



6. Click a consent status on the right to view the audit history details.



Refer to the table below for more details on individual fields.

Change Consent Owner

1. Log in to Salesforce.
2. Click . The App Launcher pop-up window appears.
3. Under All items, click Consents. The Consents record page appears.



4. Click and select All to remove filters and view all records. The All records view appears.



5. Select the checkbox adjacent to the consent record you want to edit.
6. Click and then select Change Owner from the drop-down list that appears. The Change Owner pop-up window appears.



7. Type the first three letters to search for the user to whom you want to assign the consent record. The search results appear as a drop-down list.



8. Select the user.

9. Prior to selecting a user, ensure that read permissions are enabled for the current record and all related records.
10. Clear the Send Notification Email checkbox if you do not want to notify the selected user of being assigned as the consent record owner.
11. Click Submit

Upload Existing Consent Database

Why do I Need to Create a Consent Record for Using SMS-Magic Converse with the Compliance Feature?

Prior to the 1.59 release, we used to store consent information like Opted-In or Opted-Out on the object record detail page. The disadvantage of this style of storing consent information is that if the same number exist for two lead records and one record has opted-in and another record has opted-out information. The system will block one message but will still send the message to another record.

To overcome the above problem, we maintain consent information in Consent object and not at the object record level. These consent records are referred to when a user attempts to send messages via bulk, automated or manually. So, for example, the Bulk source, the Consent Required is configured, the system will always check for an Opt-In entry in Consent object.

When Do I Need to Create or Migrate Consent Records?

Consent migration is required for the following scenarios:

• If you have explicit consent obtained via the website, email or mobile handset captured at the object record level.
• If you have explicit consent obtained via contract or paper forms.

Consent Obtained via Website, Email, or Mobile Handset

You have explicitly obtained consent for the recipient via Web, Email or Mobile Handset and stored at the object record level. SMS-Magic Converse have no information where and how the consent information is stored. In order to map this consent information with the SMS-Magic Converse, admins need to create these records in Consent object along with consent type (Opt-in or Opt-Out).

To create consent records previously obtained from the recipient’s mobile numbers, you need to create a CSV file with all the fields mentioned below.

Once the consent record is created for the recipient from whom the consent is obtained. The next step is to define the configuration when the record is created in CRM so that the consent record is automatically created.

Consent Obtained via Contract or Paper Forms

Steps remain the same as above for creating consent via contract or paper forms.

How to Ensure that Consent Records are Created Automatically for a New Contact?

Again, you would need to create a consent record for contacts for the following scenarios:

• Explicit consent obtained via the website, email or mobile handset captured at the object record level.
• Explicit consent obtained via contract or paper forms.

Explicit Consent Obtained via Website, Email, or Mobile Handset

We recommend that you use a process builder and create the consent record when the record is created or edited. Write a process builder on record creation and create a consent record with the below fields.

Please note, when records are created via non-mobile handset like web forms, one needs to get the opt-in via a mobile handset. This process of confirming consent via mobile handset by contact created by web forms is called as Double Opt-in.

To initiate double opt-in, the admin needs to use Confirmation Config field and add Compliance Status to Pending to initiate a double opt-in process. One can find Confirmation Config Id under Converse Settings > Compliance > Double Opt-In & Other > View Details.

Explicit Consent Obtained via Contract or Paper Forms

If you need to capture the consent on a continuous basis and whenever the records are created or edited. We recommended the same process as mentioned above. You must use the comment fields when creating a consent record so that during the audit process you can confirm the source of the consent.

In the Permission Management section, you can see what permissions are set for the user’s organization. The permissions are set so that there is access control for users of the Salesforce Org interacting with SMS-Magic Converse.

The Permission Sets are preset by SMS-Magic while the Custom Permissions are customized permissions based on the requirements of the user’s organization.

Permission are of the following categories:

• Permission Sets – For users to access various features and functions of SMS-Magic Converse the Admin defines a set of configurations. These permission sets can be found in the user’s profiles.
  Users can have only one profile but can have multiple permission sets depending on the Salesforce edition. As Admin, you can assign permission sets to various types of users, regardless of their profiles.You can assign the following permission sets to users:

To manage permission set assignments to users, follow the instructions at Manage Permission Set Assignments.

• Custom Permissions
  You can define custom permissions for specific types of processes and apps that cannot be accessed with permissions and profiles defined in Permission Sets.
  For example, for a time-off manager app, a permission set is defined to enable all users to be able to submit time-off requests. However, only a smaller set of users will be able to approve time-off requests with the help of custom permissions defined for them.

For more information about custom permissions and how to create, edit, and remove permission sets, see Custom Permissions.