Salesforce | Case keyword action

Keyword actions allow you to store keywords within Salesforce, which prompt an action when an inbound message is received containing that keyword.

Case keywords create cases when a specific keyword is received. 

The behaviour of the Keyword action depends on whether the inbound message is matched to an existing record and case assignment rules: 

• If the inbound message is matched to an existing Contact, the Case will be related to the Contact and their Account. 

• The Case is assigned according to active case Assignment Rules.

  • If there are active rules, but no match is found, the Default Case Owner is assigned.

  • If no active assignment rules exist, the Sinch SMS for Salesforce Site Guest User will be assigned as the Case Owner.

Create a Case keyword action

1. Navigate to the SMS Keywords tab in the Sinch SMS for Salesforce app.
2. Click on the New button from the list view action bar.

3. In the pop-up window, select the Case record type and click Next.

   

4. Configure the keyword details:
   • SMS Keyword Name: The keyword that will invoke the action. They keyword must not contain spaces and it must be the first word in the message string in order to trigger the action.
   • Case Status: Identifies the value the Case Status should be set to.

   • Case Origin: Identifies the value the Case Origin should be set to.

     

5. Click Save.

6. We recommend testing your keyword - send an inbound SMS containing the Case keyword and confirm a Case is created.

   Note: If a Case is not created but the inbound SMS message has been received, there could be validations preventing the Case from being created. In this case, you'll need to exclude the validation rules from firing based on the specific Case and any field values being applied by the keyword.

7. Your keyword is ready to use.

   We suggest promoting your keyword by asking for the keyword followed by the subject of the issue. This will need to be entered manually from the information received in the inbound SMS activity.

   e.g. For support, please text HelpDesk followed by the subject of the issue to 1800 234 567.