The SMS Inbox automatically displays inbound messages as they’re received. It'll show all inbound messages assigned to you as an individual user.
The SMS Inbox works in real-time, automatically loading new inbound messages, so there’s no need for you to click refresh to see if you’ve received any new messages.
The SMS Inbox provides you with the following information for each message:
1. Related object type (e.g. Contact or Lead)
2. Related record link - clicking this link will take the user directly to the associated record.
3. Date & time the message was received.
4. Message content.
5. Link to the related message task which contains more detail.
Filtering the SMS Inbox
By default, any user can view another user's inbound messages by using the Select User filter at the top of the SMS Inbox. If you want to restrict a user to viewing just their inbound messages, you can do this by checking the box for Disable User Switch in the SMS Inbox field in the Mercury section of the user record. You'll need to do this for each individual user that you want to restrict to viewing just their messages.
|Note - the Disable User Switch in the SMS Inbox field may need to be added to the page layout.|
Adding the SMS Inbox
The SMS Inbox is most commonly added as a utility item in the Salesforce apps your teams already use (e.g. Sales, Service, etc.), but the SMS Inbox can also be installed on a Console App, Mobile App, Home Page or the Salesforce Classic Sidebar.
For instructions on how to add the SMS Inbox to each of these areas, please see this article.