Salesforce Introduction

Salesforce is a cloud-based customer relationship management service that allows you to manage all customer interactions from a centralized location. Their product includes applications for communication, marketing automation, analytics, and application development. You can combine Salesforce tools and applications with Mitto SMS to add another communication channel. Mitto SMS can be used for customer service, marketing campaigns, delivery reminders and more.

Get Started

If you want to integrate Mitto with your existing Salesforce solution, take the following steps:

  1. Sign up for an account with Mitto here: https://info.mitto.ch/en/salesforce-marketing-cloud
  2. You will receive a link from your Mitto Account Manager about getting set up. If need be, clarify that you want to integrate with Salesforce (though they can tell from the form you sign up with). Copy the provided link into your browser tab and navigate there.
  3. Log in to your Salesforce account if you are not already logged in.
  4. Select one of the options for profiles. We recommend using installation for admins only so you can expand access to each individual user using this permission set Mitto User Access.
  5. Select the checkbox that you acknowledge installing a non-Salesforce application.
  6. Click Install.
  7. Select the checkbox to grant access to the website.
  8. Click Continue.
  9. If you get the message that it takes too long for the app to be installed, click Done and you will receive an email once the app is installed.

Set up Callback

Prerequisite: your organization must have at least one Salesforce site. See Step 1 for more details.

Steps:

  1. Select an existing Salesforce site. If you do not have any Salesforce site or you want to create a new one for this app follow these steps. We recommend using a new site especially tailored to Mitto SMS. Otherwise, go to Step 2.

  2. Navigate to Sites in Setup.
  3. Click New to create a new site. If you do not have a company domain you will have to specify it before creating any new Salesforce sites.
  4. Provide details for your new Salesforce site. Details include:
    • Site Label – the label you use to reference your site
    • Site Name – the name of your site
    • Site Contact – Your admin or someone with admin rights
    • Default Record Owner – Your admin or someone with admin rights
    • Active – Select this field. You can activate the site later if you like.
    • Active Site Home Page – Under construction.
    • Inactive Site Home Page – In Maintenance.
    • Site Template – SiteTemplate
    • Default Web Address – your site’s web address
    • NOTE: Leave the other fields with their default values.
  5. Click Public Access Settings.
  6. Click View Users or Assigned Users if your organization has Enhanced Profile User Interface enabled.
  7. Click Site Guest User. Salesforce generates a guest user for each site that you create.
  8. Click Edit Assignments in the Permission Set Assignments section.
  9. Enable the Mitto Callback permission set and save it.
  10. Navigate to the list of your Salesforce sites in Setup and click on the Site Label.
  11. Copy your site’s domain name and send it back to Mitto using your email. Consult your Account Manager for more details. In this example the parameter that needs to be sent to Mitto is mittoapplication–developer–edition.na174.force.com/mitto.

Provide Access to Users

The best way to provide access to other users without compromising access to your Mitto setup options is to assign each Salesforce user a pre–defined permission set using Mitto User Access. If you would like to provide access to Mitto setup options then a separate permission set should be made or it can be done per profile.

Set up the Option for Sending SMS

  1. Navigate to your Mitto SMS app in the App Menu.
  2. Specify details on your Setup page. This tab can be set so that it’s only visible to admins. All you need to do is install it for admins only. Some details you’ll want to provide are :
    • Your product key. Contact your Account Manager at Mitto. Enter the code. Administrators can see this code in Setup -> Custom Settings -> Mitto Configuration -> Manage -> Default.
  3. Next, open the Default Senders tab. (Again, you can limit this tab to admins only if you choose to install for admins only.)
  4. Default SenderIDs (“From” field displayed on mobile device) can be of two types. Consult your Account Manager to determine what type you should use. Choices include Numeric (the limit is 15 characters +44776543210) and Branded (the limit is 11 characters without spaces. MITTO-SMS). If you choose a branded SenderID, registration might be needed, please contact your Account Manager in Mitto for regulations and process.
  5. New senders can be added by clicking the button Add New Sender.
  6. Open the Opt-Out Keywords tab. As with the last two tabs mentioned, you can set this to be visible only to admins if you choose this installation option. Use this tab to add opt-out keywords. They are not case sensitive.

Page Layout Adjustments

You can adjust page layouts as follows. Repeat the steps for leads, contacts and campaigns. Please note that you do not need to make both the quick action and the Mitto lightning component in Lightning available to users. Choose the option that is most convenient.

  1. Add the Send SMS  button to your layouts.
  2. Add the Send SMS Mobile & Lighting Actions to your layouts.
  3. Add the Mitto Send SMS lightning component to your lightning record pages.
  4. Add the SMS related list to leads, contacts and campaigns.

Create SMS Templates

You may create SMS templates for leads, contacts or campaigns. If you would like to personalize your message use merge fields inside the template. Campaign templates can use merge fields that are applicable to both contacts and leads as campaign members.

At the bottom of each template the number of characters is calculated. It can be either Regular or Unicode. If a template has a personalization string it will show approximate number. For instance, FirstName takes 10 characters in this calculation. The real number of characters can be different when such template is used for sending SMS.

SMS Creation by Object

SMS records can be created in several ways. This section walks you through how to create records for Leads, Contacts, Campaigns and Custom Processes.

Leads

  1. Send SMS directly from a single lead record. You may use lead templates. At the bottom of the component you may see the counter.
  2. After clicking the Send button, there will be a message saying how many messages have been sent.

Contacts

The same rules apply here as for leads.

Campaigns

You can send SMS to all campaign members of a campaign. Navigate to a campaign record page. You may see the number of recipients. Please note the number of recipients may be less than the number of campaign members if some of your campaign members are missing value in the corresponding mobile phone field or they are marked as sms opt–out. Such campaign members cannot receive any SMS. Therefore, they are not counted against recipients of your campaign. The counter shows the number of characters followed by the limit of one SMS. This is further followed by the number of SMS in squared brackets. The final figure shows the total number of messages that should be sent.

NOTE: The actual number of messages can be different due to the personalization string. In the example below (screenshot) some campaign members may have their first name 15 characters long although this string assumes that it is 10 characters by default. That may increase the number of messages. Consult your Account Manager at Mitto for more details.

Custom Processes

You may integrate functionality of sending SMS into your process builders, flows or APEX triggers. All you need is to call an APEX action called Mitto Send SMS(api: apex-mitto__SendSMSHelper) and provide values to its variables. See two examples below.

 

SMS Records

All created SMS can be found under the SMS tab. You may add SMS records as a related list to leads, contacts and campaigns. There is an All list view that can be used out–of–the–box. You may add list views on your own.

SMS records contain the most important details such as: leads, contacts and/or campaigns they are related to. The message itself with the actual number of messages sent per SMS record.

SMS Delivery Reports

Each SMS record will be updated with changes in their status. Configure SMS page layout by adding an SMS Delivery updates related list. Please note that you must have a callback option enabled and set up for your organization.

 

Opt-Out

You must first specify opt-out key words using the Setup tab. After you’ve completed that, you can add the SMS opt-out to leads and contact page layouts. Make sure to set privileges for who can edit this field.

When someone opts out, this SMS opt-out checkbox will be selected. This lead/contact will not be able to receive any messages. You may manually deselect this checkbox if you want these leads/contacts to receive messages.

The SMS component will be disabled when someone opts out.

Opt-out messages are stored like any other SMS records. They are distinguished by Message Status. It shows: OPT–OUT.