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Salesforce | Add SMS to your Marketing Cloud Account Engagement (Pardot) Flows

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You can complement your existing engagement program workflows in Marketing Cloud Account Engagement with automated text messaging via Sinch SMS for Salesforce.

Note: Only Salesforce users that have been assigned a Sinch SMS Universal License can add SMS to Pardot workflows. Please contact your Salesforce account administrator for assistance.

Create a Sinch SMS Template

  1. In the Sinch SMS for Salesforce app, navigate to the SMS Templates tab and click on New SMS Template.

  2. Configure the new template for your Marketing Cloud Account Engagement workflow.

    • Template Name: Enter a descriptive name for your template.
    • Object: Select either Lead or Contact as these are the objects used when Marketing Cloud Account Engagement prospects are synced to Salesforce.
    • Folder: Select the folder you want to place the template into. 
    • Sender Account: Choose the Sender ID to send the message from.
    • Override Default Account: Check this box if you want to override the user's default account.
    • Sender ID: Choose the Sender ID to send the message from.
    • Send To: Select the correct number field to map the recipient's record to your template depending on which field you prefer to use for your records e.g. Phone or Mobile Phone. If the selected field in the recipient's record is blank, the automated SMS won't send.
    • Related Object: Use this for personalization when composing your message content.
    • Merge Field: Use this for personalization when composing your message content.
    Pardot Automation SMS Template_EN.png

  3. When the template has been created, make a copy of the SMS Code because you'll need this to map the Marketing Cloud Account Engagement flow to the Sinch SMS template. 

    SMS Code.

Create Engagement Program in Marketing Cloud Account Engagement

  1. In the Engagement Studio, navigate to the Automations tab.
  2. Click the Add Engagement Program button.
  3. At the start point of your workflow builder, configure the following and then click Save:
    • Name: Enter a descriptive name for your workflow.
    • Folder: Select the folder you want to place the workflow into. 
    • Description: Enter a description for your workflow.
    • Recipient List: Select your recipient list from the dropdown menu.
  4. Click the + icon to add the SMS action to your workflow.
  5. Select Action.
  6. Select Create Salesforce Task.
  7. Configure the Salesforce Task and then click Save:
    • Subject: Enter a name for the action e.g. Send SMS.
    • Comments: Enter the value {"template":"SMS_CODE"} in the comments field. Replace SMS_CODE with the SMS Code from the Sinch SMS template for your Marketing Cloud Account Engagement workflow.
  8. When you've finished building your workflow, click the Start button to launch your Engagement Program.

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