Keyword actions allow you to store keywords within Salesforce, which prompt an action when an inbound message is received containing that keyword.
Lead keywords create a lead when a specific keyword is received.
A new Lead will be created even if an existing Lead or Contact with a matching phone number exists.
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The assignment of the Lead is determined by active Lead Assignment Rules:
If there are active rules, but no match is found, the Default Leader Owner is assigned.
If no rules exist, the Sinch SMS for Salesforce Site Guest User will be assigned as the Lead Owner.
Create a Lead keyword action
- Navigate to the SMS Keywords tab in the Sinch SMS for Salesforce app.
- Click on the New button from the list view action bar.
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In the pop-up window, select the Lead record type and click Next.
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Configure the keyword details:
- SMS Keyword Name: The keyword that will invoke the action. The keyword must be included in the message string in order to trigger the action.
- Lead Status: Identifies the value the Lead's Status should be set to.
- Last Name: Identifies the value to set the Lead's Last Name value to.
- Company Name: Identifies the value to set the Lead's Company Name to.
- Click Save.
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We recommend testing your keyword - send an inbound SMS containing the Lead keyword and confirm a Lead is created.
Note: If the Lead hasn't been created but the inbound SMS activity has been received, there could be validations preventing the Lead from being created. In this case, you'll need to exclude the validation rules from firing when the Last Name on the Lead equals your placeholder name.
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Your keyword is ready to use.
We suggest promoting your keyword by asking for the keyword followed by Full Name, Email and Address to allow you to populate further information on your Lead record. This will need to be entered manually from the information received in the inbound SMS activity.
e.g. To subscribe, SMS #SignMeUp followed by your full name, address and email to 1300 234 567.
Alternatively, you could send subsequent outbound messages asking for this information individually and perform Field Update SMS Keywords, which will update the appropriate field on the record.