When a customer or a non-customer messages/replies on MessageMedia for the first time, we have a list of actions we can perform on receiving this SMS. Only one configuration can be saved and only one action can be performed at a time if an SMS is received from a new number.
To use Inbound SMS feature, please follow these steps:
- Go to Customization → Lists, Records, & Fields → Record Types
- In the resulting list, click on MM Inbound SMS Configuration
- In the configuration screen, click on the Forms tab and select Standard MessageMedia Inbound SMS Config Form
You will then need to set your values for the following parameters:
1. Select an option for the Customer Not Found situation:
- Send Email to Email Address: On receiving an SMS from a new number, send an email to the Email ID saved in the ‘Email Address’ field.
- Send Email to Employee: On receiving an SMS from a new number, send an email to the Email ID of the employee saved in the ‘Employee’ field.
- Create A New Customer: On receiving an SMS from a new number, create a new Customer.
- Create A New Lead: On receiving an SMS from a new number, create a new Lead.
- Create A New Prospect: On receiving an SMS from a new number, create a new Prospect.
2. Select an option for the Employee field
- This field will be used if ‘Send Email to Employee’ is selected as action.
3. Enter an email address in the Email Address field
- This field will be used if ‘Send Email to Email Address’ is selected as action
4. Set your Default Subsidiary
- Subsidiary is a required field when creating any of Customer, Prospect or Lead. Hence this field will be used when any of the above is used
5. Select the Default Number Format
Click Save.