Salesforce | Field update keyword action

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

Field update keywords update record fields when a specific keyword is received. 

Inbound SMS messages with the specified value will trigger a supported field update with either a predetermined value specified on the keyword action or a value contained in the inbound SMS.

Create a Field Update 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 Field Update record type and click Next.

   

4. 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.
   • Object: The API name of the Object to be updated. If left blank, the update will apply to records on all Objects that contain a field with the same name.
   • Field: The API name of the Field to be updated.
   • Update Value: The Value to be applied to the Field. If left blank, the Field will be updated from information contained in the SMS.

   

5. Click Save.

6. We recommend testing your keyword - send an inbound SMS containing the Field Update keyword and confirm the desired Field is updated. 

   If the field has not been updated, see the Field Update considerations for potential causes.

7. Your keyword is ready to use.

Field Update considerations

• In order for the Field Update Keyword Action to work, the Sinch SMS Site Guest User will need View and Edit access to the field.
• Validation Rules, Workflow Rules, Processes & Triggers will run as usual on the Field Updates. These may prevent the update from occurring, or trigger further actions based on the field being updated.
• Invalid response values: If the response is invalid for any reason, the field will not be updated. However, the inbound message will still be linked to the relevant record.
• A Lead, Case or Campaign Member Keyword Action will take priority over a Field Update Keyword Action. It is not recommended to have Field Update Keyword Actions that use the same Keyword as any of the other Keyword Action options.