Globally, there are over 6.8 billion smartphones, which means most people have access to one. If you’re trying to reach more prospects and customers, then one way to connect is through SMS texts.

Sending out texts one by one can be tedious and time-consuming, but there’s a smarter way to do this: through Salesforce. By utilizing SMS integration, you can enhance communication and engagement with these people.

Want to get started? Then read on for five tips for Salesforce SMS integration.


1. Choose a Reliable SMS Service Provider

Before you get things going, you must have a reliable SMS service provider. Otherwise, you can get your SMS integration solution going perfectly, but it won’t matter when half the texts won’t arrive when you want them to (or ever).

The provider you select should be able to handle the volume of SMS texts you expect to not only send, but also receive. They should provide features like delivery tracking and report to.

2. Review Salesforce SMS AppExchange Packages

The Salesforce AppExchange has SMS-related packages and applications, so take full advantage of them. These pre-built SMS integration solutions can simplify the process, as you won’t have to do much to complete it.

In addition, many of these packages have additional features, such as SMS templates, workflows, and automation. When you can get all this in one go, it’ll save you a significant amount of time scouring for the right products.

3. Understand SMS Compliance

You can’t just text people willy-nilly, especially if it’s for marketing purposes.

Different countries and regions have specific rules regarding SMS communications and consent. For example, there’s the Telephone Consumer Protection Act (TCPA) in the US and the GDPR in the European Union.

Understand who you’re texting and where they’re located to figure out which regulations you need to follow.

4. Define Your SMS Use Cases

You should clearly outline the use cases for SMS within your Salesforce environment. These will help give you direction on how and when to text your target audience, whether it’s leaders, customers, or other stakeholders.

Don’t know where to start? Here are some common use cases you can take a page from:

  • Appointment reminders
  • Order updates
  • Promotional messages

This guide to Salesforce SMS integration will give you some more ideas on how to use SMS texts in your business.

5. Enable API Access in Salesforce

To integrate with external SMS service providers, you’ll need to ensure that your Salesforce instance has API access enabled. Typically, this will be Salesforce CTI, which is a JavaScript API specifically for third-party computer-telephony integration (what the “CTI” stands for).

Perform Smooth Salesforce SMS Integration With Our Tips

Salesforce SMS integration doesn’t have to be a difficult project, especially if you follow our tips.

As long as you get a reliable SMS service provider, consider pre-built solutions, understand SMS compliance, define your use cases, and enable API access in Salesforce, you’ll have a fantastic start. From there, you can then develop and test your integration, then monitor and measure your results.

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