Zoho CRM | Explanation of all the SMS extension's Advanced Settings. – Sinch MessageMedia

Here's a quick overview of the SMS for Zoho CRM extension advanced settings. You'll find information about each setting, how it works, and how to use it.

Here's how to find the advanced settings page:

1. In the menu ribbon at the top, click the Settings cog icon.

2. Locate the Marketplace tile and click on All:

3. In the next screen, click on the Installed tab.

4. Then locate SMS for Zoho CRM and click on Configure:

5. Once you're in the Configure screen, scroll down and click on Advanced Settings to display these:

Default To field (API Name)

Quite often, there will be multiple phone fields in the Contacts/Leads/Deals module, but you'll generally have a preferred field to use. We've got a setting that you can leverage to decide which field should be used by default.

Just as context, once you've sent a message, the SMS extension will always remember to use the field you previously used in the SMS history. but if you're starting a new conversation, you want to be able to configure which one is used by default.

For example, maybe you want to have Other Phone as the default field.

1. Scroll down to find the Default To field (API Name) Setting, click the box, and enter the API name of the phone field you'd like to set as your default for new conversations:

2. Here's how to find the API name of the field (Setup > API > API Names).

3. Find more information about the support to multiple fields and relevant information about the setting.

4. Click Save.

Bulk SMS permission

If you'd like to provide admin access to the SMS features for users who don't have a user profile Administrator, we've got the option Bulk SMS permission inside the SMS extension Settings.

Note - Turning this setting on, also means that the user can access other filters within the Smooth Inbox view.

Without it, they should only be allowed to see their own conversations. But if you marked them as an admin, they'll be able to use the All Users filter to see all messages, for all users:

1. Find Bulk SMS permission and click the box to see all the user profiles you have available in Zoho CRM under Security Control:

2. Select the non-admin user profiles you'd like to give access to the Bulk SMS feature and Save. There's no need to select any user profile with admin permissions since we already support these by default.

Decision Maker Connect

When you enable Decision Maker Connect, all SMS messages sent to individual contacts associated with a deal are visible within the deal record. This is super handy for keeping track of all the communications between key deal decision-makers and any of your team members involved in the deal.

For more information about how to activate this feature, and how it works, you may refer to the following article Zoho CRM | Decision Maker Connect for the Deals Module.

Sync contacts to Sinch MessageMedia Hub

Contact syncing is the one-way automatic syncing of contact information from Zoho CRM to MessageMedia. Once you've set up the SMS for Zoho CRM integration, the MessageMedia Hub can then retrieve the names and phone numbers of your Zoho contacts and they'll be saved in your Hub contacts list with a "Zoho" metadata label, differentiating them from your other Hub contacts.

For more information about how to activate this feature, and how it works, you may refer to the following article Zoho CRM | Syncing your Contacts.

Create tasks for inbound messages

This feature can be used if you'd like to get notified of inbound messages using tasks. When this setting is enabled, once an inbound message is received, it will create a task and assign it to whoever owns the conversation, with a Not Started status.

Then, when you reply to that message, it will automatically complete the task for you.

This makes it easy to be able to see which type of contacts you still need to reply to.

1. Scroll down to find the Create tasks for inbound messages Setting, and click the Yes please box.

2. Click Save.

Send an hourly email summary of inbound messages

If you'd like to get a summary of all the inbound messages you've received by the hour, this setting will send an email including a preview of the inbound messages, the Zoho CRM record's name, and a link to open the record within Zoho CRM.

The email will only include messages where you are the owner of the conversation. This applies for all users, and it will not include information about other user's conversations.

Note - The email's From address will always be the super admin's email address.

1. Find the Send an hourly email summary of inbound messages Setting, and click the Yes please box.

2. Click Save.

Extra fields to use for phone numbers

If you have a custom field you use to store phone numbers, you might like to use this field with our SMS extension. This setting will allow you to make it available as a To field when sending outbound SMS.

Note - We currently support Phone and Single Line fields

This setting is often used when integrating the SMS feature with custom modules. For this, you may refer to the following article Zoho CRM | Setting up for Custom Modules.

1. Scroll down to find the setting Extra fields to use for phone numbers, Enter an API name, and then press Enter.

2. Here's how to find the API name of the field (Setup > Developer Hub > APIs and SDKs > API names).

3. Find more information about the support to Phone and Single Line fields and relevant information about the setting.

4. Click Save.

Custom modules to use with the extension

If you have a custom module where you store information of your Contact records, and you'd like to enable the SMS capabilities for this module. This setting will allow the SMS extension to recognize the field using the custom module's API name.

Note - This is only one of the required steps to enable the SMS capabilities for Custom Modules.

To find the entire guide about integrating custom modules, you may refer to the following article Zoho CRM | Setting up for Custom Modules.

1. Find the Custom modules to use with the extension setting. Enter an API name, and then press Enter.

2. Here's how to find the API name of the field (Setup > Developer Hub > APIs and SDKs > API names).

3. Click Save.

Allow users to see each other's messages

This advanced setting will allow you to either limit users to only see their own messages or see all messages in a conversation when going to the Smooth Messenger widget and/or the Smooth Inbox.

Note - Turning this setting on, also means that the user can access other filters within the Smooth Inbox view.

Without it, they should only be allowed to see their own conversations. But if you enable it, they'll be able to use the All Users filter to see all messages, for all users:

1. Find the Allow users to see each other's messages Setting, and click the Yes please box.

2. Click Save.

Send email notifications for inbound SMS?

This feature can be used if you'd like to get notified of inbound messages using tasks. When this setting is enabled, once an inbound message is received, it will send an email to whoever owns the conversation.

The email will have a subject line along the lines of SMS conversation with Contact Name (Module Name).

The email body will include the SMS content and instructions about the Email to SMS feature.

1. Find the Send email notifications for inbound SMS? Setting, and click the Yes please box.

2. If you wish to notify additional users, add their email addresses under Additional email addresses, and these users will also get the email notification.

3. Click Save.

Create leads/contacts when an inbound message is received from an unknown number

If you expect to receive incoming messages from

This setting can be useful if you expect to receive SMS from unknown phone numbers, meaning from someone who is not an existing record in your Zoho CRM, the extension will not know to which CRM record the message should be assigned.

You can decide between a Lead or a Contact to be created; then, the inbound SMS will be assigned to that new CRM Record.

The new Lead/Contact record will be created with the first name Unknown, last name Created from Inbound Smooth Message from (phone number), and the phone number will be added to the Phone and Mobile fields.

Note - You can only send SMS to recipients who are existing Contact records in Zoho CRM (Lead, Contact, Deal, or custom module record).

1. Find the Create leads/contacts when an inbound message is received from an unknown number.

2. Click to open the drop-down menu to display the options, and choose between Create a Lead or Create a contact.

3. Click Save.

Always send inbound reply notifications to the record owner?

Usually, you might like to get notifications of inbound SMS to be sent to a user different from the record owner. However, if you'd like to always for the Lead/Contact owner to be notified, then this advanced setting can be useful.

When this setting is enabled, whoever is the Lead/Contact record will always be notified of inbound replies, even if they weren't the last person to send an outbound message to the contact.

1. Find the Always send inbound reply notifications to the record owner? Setting, and click the Yes please box.

2. Click Save.

Link messages sent to Deals to associated contact automatically

This advanced setting can be very useful if you'd like to automatically link outbound messages to the associated contact so that you have a unified view of all messages sent to that contact when you open the Smooth Messenger Contact view.

1. Find the Link messages sent to Deals to associated contact automatically Setting, and click the Yes please box.

2. Click Save.

API Names for record owner

If you use user Lookup fields to designate which user is working on a particular Lead/Contact (e.g. "Assigned Broker"), this setting will be useful so that the conversations in the Inbox view will work correctly, and conversations get assigned to the correct user.

1. Find the API Names for record owner setting. Enter the user Lookup field API name, and then press Enter. Separate API names by commas (Example: Assigned_Broker,Assigned_Agent).

2. Here's how to find the API name of the field (Setup > Developer Hub > APIs and SDKs > API names).

3. Click Save.

Send Notifications to Zoho Cliq

This setting allows you to receive notifications via Zoho Cliq. If fully integrated, you can also reply to inbound messages using Zoho Cliq

For more information about how to activate this feature, and how it works, you may refer to the following article

Link inbound messages to all possible contacts?

If you have multiple Leads/Contacts/Deals with the same phone number, and you'd like to have all inbound messages synced everywhere. You may enable this setting.

Generally, you'll want to disable this as if you have the same phone number in multiple records (e.g. multiple Deals), you'd probably want to have the conversation separate for each record (e.g. see communication history about a particular Deal.

1. Find the Link inbound messages to all possible contacts? Setting, and click the Yes please box.

2. Click Save.

Here's a quick overview of the SMS for Zoho CRM extension advanced settings. You'll find information about each setting, how it works, and how to use it.

Here's how to find the advanced settings page:

Default To field (API Name)

Quite often, there will be multiple phone fields in the Contacts/Leads/Deals module, but you'll generally have a preferred field to use. We've got a setting that you can leverage to decide which field should be used by default.

Just as context, once you've sent a message, the SMS extension will always remember to use the field you previously used in the SMS history. but if you're starting a new conversation, you want to be able to configure which one is used by default.

For example, maybe you want to have Other Phone as the default field.

Bulk SMS permission

If you'd like to provide admin access to the SMS features for users who don't have a user profile Administrator, we've got the option Bulk SMS permission inside the SMS extension Settings.

Note - Turning this setting on, also means that the user can access other filters within the Smooth Inbox view.

Without it, they should only be allowed to see their own conversations. But if you marked them as an admin, they'll be able to use the All Users filter to see all messages, for all users:

Decision Maker Connect

When you enable Decision Maker Connect, all SMS messages sent to individual contacts associated with a deal are visible within the deal record. This is super handy for keeping track of all the communications between key deal decision-makers and any of your team members involved in the deal.

For more information about how to activate this feature, and how it works, you may refer to the following article Zoho CRM | Decision Maker Connect for the Deals Module.

Sync contacts to Sinch MessageMedia Hub

For more information about how to activate this feature, and how it works, you may refer to the following article Zoho CRM | Syncing your Contacts.

Create tasks for inbound messages

This feature can be used if you'd like to get notified of inbound messages using tasks. When this setting is enabled, once an inbound message is received, it will create a task and assign it to whoever owns the conversation, with a Not Started status.

Then, when you reply to that message, it will automatically complete the task for you.

This makes it easy to be able to see which type of contacts you still need to reply to.

Send an hourly email summary of inbound messages

The email will only include messages where you are the owner of the conversation. This applies for all users, and it will not include information about other user's conversations.

Note - The email's From address will always be the super admin's email address.

Extra fields to use for phone numbers

If you have a custom field you use to store phone numbers, you might like to use this field with our SMS extension. This setting will allow you to make it available as a To field when sending outbound SMS.

Note - We currently support Phone and Single Line fields

This setting is often used when integrating the SMS feature with custom modules. For this, you may refer to the following article Zoho CRM | Setting up for Custom Modules.

Custom modules to use with the extension

If you have a custom module where you store information of your Contact records, and you'd like to enable the SMS capabilities for this module. This setting will allow the SMS extension to recognize the field using the custom module's API name.

Note - This is only one of the required steps to enable the SMS capabilities for Custom Modules.

To find the entire guide about integrating custom modules, you may refer to the following article Zoho CRM | Setting up for Custom Modules.

Allow users to see each other's messages

This advanced setting will allow you to either limit users to only see their own messages or see all messages in a conversation when going to the Smooth Messenger widget and/or the Smooth Inbox.

Note - Turning this setting on, also means that the user can access other filters within the Smooth Inbox view.

Without it, they should only be allowed to see their own conversations. But if you enable it, they'll be able to use the All Users filter to see all messages, for all users:

Send email notifications for inbound SMS?

This feature can be used if you'd like to get notified of inbound messages using tasks. When this setting is enabled, once an inbound message is received, it will send an email to whoever owns the conversation.

The email will have a subject line along the lines of SMS conversation with Contact Name (Module Name).

The email body will include the SMS content and instructions about the Email to SMS feature.

Create leads/contacts when an inbound message is received from an unknown number

If you expect to receive incoming messages from

This setting can be useful if you expect to receive SMS from unknown phone numbers, meaning from someone who is not an existing record in your Zoho CRM, the extension will not know to which CRM record the message should be assigned.

You can decide between a Lead or a Contact to be created; then, the inbound SMS will be assigned to that new CRM Record.

The new Lead/Contact record will be created with the first name Unknown, last name Created from Inbound Smooth Message from (phone number), and the phone number will be added to the Phone and Mobile fields.

Note - You can only send SMS to recipients who are existing Contact records in Zoho CRM (Lead, Contact, Deal, or custom module record).

Always send inbound reply notifications to the record owner?

Usually, you might like to get notifications of inbound SMS to be sent to a user different from the record owner. However, if you'd like to always for the Lead/Contact owner to be notified, then this advanced setting can be useful.

When this setting is enabled, whoever is the Lead/Contact record will always be notified of inbound replies, even if they weren't the last person to send an outbound message to the contact.

Link messages sent to Deals to associated contact automatically

This advanced setting can be very useful if you'd like to automatically link outbound messages to the associated contact so that you have a unified view of all messages sent to that contact when you open the Smooth Messenger Contact view.

API Names for record owner

If you use user Lookup fields to designate which user is working on a particular Lead/Contact (e.g. "Assigned Broker"), this setting will be useful so that the conversations in the Inbox view will work correctly, and conversations get assigned to the correct user.

Send Notifications to Zoho Cliq

This setting allows you to receive notifications via Zoho Cliq. If fully integrated, you can also reply to inbound messages using Zoho Cliq

For more information about how to activate this feature, and how it works, you may refer to the following article

Link inbound messages to all possible contacts?

If you have multiple Leads/Contacts/Deals with the same phone number, and you'd like to have all inbound messages synced everywhere. You may enable this setting.

Generally, you'll want to disable this as if you have the same phone number in multiple records (e.g. multiple Deals), you'd probably want to have the conversation separate for each record (e.g. see communication history about a particular Deal.

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