Inbound Messages

Let’s now look at how to configure your account to receive incoming messages and also give you an idea of how incoming messages are routed.

You will first need to ensure that you have authenticated a Salesforce user for Textey. Textey uses the secure OAuth2 protocol to gain access to your Salesforce org via an authenticated user. An authenticated user is a Salesforce user in your org that has provided access to Textey for the purpose of pushing incoming messages into your Salesforce org.  Textey’s access will be governed by the profile and permissions of the authenticated user, and Textey will only have access to the records that the authenticated user has access to.

Incoming Message Routing

There are two methods that Textey uses to match an incoming message to the appropriate parent record. We’ll explain these two methods in detail.

     a) Existing Conversation

The first attempt to match an incoming message to the correct parent record is to search for an existing conversation between the two phone numbers. Textey will look for an outgoing message to the sender’s phone number from the phone number that the sender is replying to.

Let’s look at an example to understand this better. You have sent a message to a contact named John Doe. You have sent the message from 555-555-5555 to 555-555-9999 (this is John Doe’s mobile number). Now, John Doe replies from his mobile phone number (555-555-9999) to your phone number (555-555-5555). Textey will detect the outgoing message from 555-555-5555 and the incoming message will be associated to the John Doe contact record.

     b) Record Search

When an incoming message is received and no existing conversation is detected, Textey will perform a search of your records to find the sender’s phone number. The incoming message will be associated to the first record that is found that contains the sender’s phone number. You determine the Objects that you want Textey to search using the Default Search Object field on the Account Management page.

Let’s look at an example. On the Account Management page, you’ve set the Default Search Object to Contact. An incoming message is received from 555-555-9999, but there has never been an outgoing message sent to that phone number. Textey will now then search all of your Contact phone number fields looking for a Contact that contains 555-555-9999. The incoming message will be associated to the first record that contains that phone number.

You can also set multiple objects in the Default Search Object field. The Object names need to be separated by a comma. For example, let’s say you’ve set the Default Search Object to Contact, Lead. Textey will first search all Contacts for the matching phone number. If no Contacts are matched, then Leads will be searched for a match.

What if there’s no match?

If neither the Existing Conversation nor the Record Search methods find a match for the phone number, then the next step depends on your configuration settings.

  • If the Auto-Create Leads option is enabled (on the Account Management page), then a new Lead will be created and the incoming message will be associated to the new Lead. New Leads are given some default values. They are as follows:

    • Last Name: “SMS Lead time stamp” (an example of time stamp is “2015-08-14 09:00AM”)

    • Company: “SMS Lead”

    • Mobile: the sender’s phone number

  • If the Auto-Create Leads option is NOT enabled, then the incoming message will create a new SMS Message record, but it will not be associated with a parent record.

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