Sinch SMS for Salesforce logs inbound messages as tasks in the related Salesforce record's activity feed.
View inbound messages
When an inbound (reply) message is received, a task record is automatically created.
- Subject: The task Subject will indicate the channel e.g. SMS: Received, WHATSAPP: Received
- Comments: The message content appears in the Comments field
Depending on your Task Assignment settings, the Assigned To user can be notified:
- The message will appear in the Message Feed
- The message will appear in the SMS Inbox
- An email notification can be sent to the assigned user if Trigger User Email is enabled
MMS attachments
Inbound MMS photos will be attached to the task record in the Media field and will appear directly in the Message Feed.
Note: Currently, Sinch MessageMedia only supports inbound MMS in Australia and the United States. To use the inbound MMS feature in Sinch SMS for Salesforce, you'll need to have MMS activated for your Sinch MessageMedia account. To activate this feature, submit a request with our support team.
Unsolicited inbound messages
You may also received unsolicited inbound messages. These are messages that customers send directly to your Sinch MessageMedia number - not replies to an outbound message you've sent.
When an unsolicited message is received, it's linked to all records that share the same phone mapping field.
Note: Unsolicited messages can only be received if your Sinch MessageMedia account includes a dedicated number. Dedicated numbers need to be set up directly with Sinch MessageMedia.