Overview

This release focuses on the following features:

1. Ease of Navigation

A New Navigation allows you to interact with all of your application modules from a single interface. All the horizontal navigation tabs are now available in simplified vertically arranged navigation. This menu will be available under the single navigation tab ‘SMS-Magic Converse’ inside the SMS-Magic Converse application in Salesforce. This new navigation helps increase user adoption and quickly provides users the ability to easily access the most relevant features and data from a single source. This feature will be available in the Salesforce Classic and Salesforce Lightning version. Feature accessibility will remain as per plan and profile/user-level permissions assigned. For further information please click here.

2. Do-It-Yourself (DIY)

Now you can install the SMS-Magic Converse App into your Salesforce org all by yourself with this feature. This feature gives you the ability to choose and assign sender IDs on your own, auto-configure messaging objects, and auto-assign a default sender ID based upon the destination county selection you make, so that you can get message sending experience right away with ‘Send a Test Message’ option in the first registration step. For more information please click here.

3. Analytics Dashboards

The global navigation bar gives you a single tab to display different dashboards and charts.

The five dashboards included in this section are as below. For more information please click here.

1. Consent Status dashboard

The Consent Status dashboard displays the overall consent status at the org level. It shows the number of known contacts against configured messaging objects who have provided the consent to receive messages. The displayed data is fetched in real-time. 

2. Opt-out Analysis

The Opt-out Analysis dashboard shows the analysis for opted out numbers based on different dimensions, such as numbers opting out from different types of content, messaging sources, etc. The displayed data is not real-time. It is last updated based upon the batch processing schedule time that you have configured.

3. Compliance Enforcement

The Compliance Enforcement dashboard displays information about the compliance enforcement metric with respect to the number of times the opt-out compliance was enforced and sending of messages was blocked. The displayed data is not real-time. It is last updated based upon the batch processing schedule time that you have configured.

4. Agent Productivity

The Agent Productivity dashboard is visible to administrators only. The admin can view an agent’s progress based on conversation status, response time, pending replies from the agent, and customers. The measurements are filtered based on the owner of the conversation and represented in a tabular format. The displayed data is not real-time. It is last updated based upon the batch processing schedule time that you have configured.

5. Message Analytics

The Message Analytics dashboard displays information related to messages such as messages sent, delivery success, messages received, and messages response rate. 

4. Text Replies to Incoming Email Notifications

This service is an extension to inbound message notification via email feature. It is provided for customers to easily reply to inbound messages without having to log in to Salesforce.

A sales or service rep would get alerted via an email whenever a new incoming message is received from a customer. Until now, they had to go to Salesforce to reply to these inbound messages. With this feature, your sales/service rep can reply to inbound messages via email. These SMSs will get logged under appropriate objects such as a lead, contact as per your org setup. These SMS replies will also get attached to an ongoing conversation. 

It would save significant time for your reps from switching between email & salesforce app and also increase their productivity. It would also increase customer satisfaction as they will get quick responses from your reps. 

We have given the option to configure this feature globally, or specific to Sender ID. Users can reply to the notification received over an email using their email software such as Gmail & Outlook clients. SMS-Magic will further send the same message as a text via the same channel, using the Sender ID on which the notification was received. This functionality will work with SMS, WhatsApp as well as the Facebook channel. For further information please click here.

5. Compliance Enabled WhatsApp Messaging

With 1.5 billion global users and end-to-end encryption, WhatsApp is poised to be the world’s most powerful business messaging channel. With SMS-Magic business solutions allowing you to start messaging over WhatsApp, it is simple to connect with users with the most popular chat app. WhatsApp commercial messaging is for communications such as through order, transaction, and appointment information, delivery and shipping notifications, product, and service updates. For further information please click here.

6. Compliance Enabled Facebook Messaging

With 2.5 billion monthly active users, Facebook is poised to be the world’s most popular business messaging channel. With SMS-Magic business solutions allowing businesses to start messaging over Facebook, they would be able to easily connect with users with the most popular chat app globally. Customers can get started with Facebook Messaging just by connecting Facebook Business Page with SMS-Magic. For further information please click here.

7. Multichannel Compliance

SMS or messaging compliance is a highly regulated industry. The applicable laws depend on the place of business, destination country of your recipients, and the specific industry you are in. Telecom laws apply uniformly to any SMS sent in that particular country.

Businesses are required to obtain specific consent before messaging their prospects and customers. Each regulation such as Telephone Consumer Protection Act (TCPA), General Data Protection Rights (GDPR), Canada’s Anti-Spam Legislation (CASL), or California Consumer Privacy Act (CCPA), California, or the new California law, makes it mandatory for each business to obtain specific consent. 

Just like SMS, all other messaging channels such as WhatsApp and Facebook have also defined specific guidelines to capture and manage user consents for driving high-quality conversations between people and businesses. Businesses will have to adhere to region-specific regulations along with channel-specific guidelines. As we may expand our channel support with additional channels such as Line, etc., we will be improving our compliance configurations to be in sync with different channel-specific Business Policies and Terms on managing consents.

Considering all these region-specific messaging regulations as well as channel-specific guidelines, SMS-Magic has created an extensive framework that serves as a guideline for you to define:

• Who are you messaging and on which channel?
• What are you messaging and are you obtaining specific consent for that content?
• How are you obtaining channel-specific consent?

We advise you to consult your attorneys before deciding on choosing your consent options. For further information please click here.

8. URL Shortening and Tracking

URL Shortening and Tracking feature allow users to shorten a URL thereby reducing the characters in the link and hiding the parameters which deter recipients from clicking on the links. Clicks on all Short Links created using SMS-Magic are tracked and the information such as time of the click, country, browser, and device type are synced to Salesforce.

Improvements

Below are the Improvements that we have added related to existing functionalities:

Sr No	Improvement Description
1	On a fresh install of the SMS-Magic converse package, users would have the ability to create converse apps by default. No extra steps would be needed.
2	Removed the char length restriction for compliance-related confirmation messages and auto appended messages.
3	Added an option to delete consent records captured in the consent object
4	Enabling users to create multiple Double Opt-in configurations based on content type.
5	Expire consent records after a certain time period to comply with local regulatory compliance.
6	Added an option to set Message sending limits in content type compliance configuration.
7	Added toggle button to TurnOff Compliance Module.
8	Added Converse Desk Performance enhancements such as Page Load time, Conversation Load time, # of Conversations
9	Added error logs to notify any unexpected application issues.
10	A better alerting mechanism with sound on the Converse desk for every incoming SMS.

Known Issues

Sr No	Known Issues Description
1	Two SMS-Magic Converse tabs are shown for selection in the drop-down where we can add new tabs.
2	Value in Decimal up to 2 digits not shown on the tooltip for Consent status Dashboard
3	Users are not allowed to de-associate/remove mapping against content type once a content type value is selected for a template. Though users can update the content type.
4	The App Name ‘SMS-Magic Interact’ in the Menu of classic and In lighting is not getting updated to ‘SMS-magic converse’ when we upgrade from lower version to 1.61 and above package version
5	Unable to run SMS campaign and bulk SMS in lightning view from Safari browser
6	Mismatch in the total available and total allocated license on Salesforce and Portal respectively.
7	User is unable to access features with help of License Manager on upgrading to Winter2021 for versions < 1.60
8	Consumed License count not updated after plan change.