Long messages are broken into multiple parts and are concatenated after they are delivered at the recipient’s mobile phone.

The maximum number of characters for one SMS depends on the selected language. For instance:

• 160 characters for only English messages = 1 SMS credit.
• 70 characters for Unicode messages = 1 SMS credit.

Extended Characters as per GSM

Following are the extended characters as per GSM standard and would consume 2 character count(length) for each:

£, ^, {, }, [, ~, ], €, LF (Line Feed), CR (Carriage Return)

• a-z
• A-Z
• 0-9
• ~!@#$%^&*()-_=+][?<>,’.”:/\{}

Any other characters is treated as a Unicode (e.g. £). Therefore, if your message contains even a single unicode character then the message is treated as a unicode message and charged accordingly.

• Number is Invalid and Not Specified in Correct Format – To avoid delivery failures we recommend keeping mobile numbers in the international format. For instance, within the UK the numbers you start with a 0 when calling or SMS (i.e. 01509 813888). However, for an international call or SMS to the UK you need to add the prefix (44) and remove the leading 0 (i.e. +44 1509 813888).
• Carrier Spam Filters – Most carriers prefer to use regulations to control the flow of spam. In developing markets, however, technology is used to filter out unwanted texts and velocity. These filters, however, are not perfect and can lead to filtering out legitimate SMS traffic, as well. Some filters even send back a fake handset delivery confirmation. You think your message is delivered, but it is not. Furthermore, filter technology is in constant evolution, and associated algorithms change constantly. Keeping a track of which carriers filter and how, is a complex task.
• Invalid Sender-ID – Frequently seen when trying to use non-authorized Sender ID in North America, where a long virtual number or short code is required.

• Permanent block – You cannot use the Sender-ID as it is blocked permanently. You need to use a new number to send messages.
• Temporary block – Your Sender-ID is restricted from sending messages for a few hours for not complying with the telecom regulations of a country. Once the block is lifted you can send messages again.

• Bring Your Own Number (USA) – Register the number with carriers, to use it as a Sender ID.
• Missed Call on Special Number – The carrier provides a special number where a customer gives a missed call. This number only receives missed calls. You can then send required details via SMS to customers, in response to their missed call.

Messages with a character length of more than 160 characters are considered as long messages and 1 SMS credit is credited for every 153 characters.

Salesforce

There are three ways for Bulk/Mass texting:

• Use Send Bulk SMS button available on the object’s List view. With this button, you can send messages to upto 200 records in one go.
• Use the Campaign object belonging to Salesforce. We provide Bulk SMS button on Campaign which works for classic as well as Lightning. You can only send messages to Leads and Contacts as Salesforce allows only these two objects to be added as Campaign Member. You can reach out to 50k records in one go.
• Use Bulk Campaign option provided with Converse Apps to send bulk messages from any object.

ZOHO

In Zoho, we provide Send Bulk SMS button on module’s list view from where you can send messages to 100 records simultaneously.

SMS-Magic Portal

We also provide the feature of running campaigns from SMS-Magic portal by uploading the CSV file.

Long numbers, as the name implies, are long telephone numbers which can be up to 16 digits in length but are usually the length of a standard telephone number. Long numbers are cheaper to use than short codes and allow you to receive replies from the recipients.

Short Code

A shortcode is a memorable number between 3 and 7 digits in length. They are ideal for marketing campaigns and promotions where you want people to remember your number. Short codes are country specific.

• Maximum Supported MMS Size (In KBs):5000
• Supported File Formats: Animation:(Gif), Application:(pdf), Audio:(AMR), image:(JPG, PNG, JPEG, VCF), video:(MP4)

If the compliance is Opt-In, you can only reach out to your recipients via SMS if you received their consent for sending text messages and if the Opt-In field in that record is true.

Opt-out compliance 

By default, we provide the SMS Opt – out field on Lead and contact object. You can add the opt-out disclaimer message at the end of the message body and setup up an automation process which would automatically check the SMS Opt-out field present on the record whenever there is a reply with opt-out keyword.

We also have Opt-out functionality on SMS-Magic portal where you can configure the opt-out keyword.

• Email notifications can be activated for Last sender or User to whom senderID is assigned.
• Browser notification.
• Creation of task under Activity History on receiving response.

https://api.sms-magic.com/doc/

• Campaign – Lookup of Campaign object
• Case – Lookup of Case object
• Contact – Lookup of Contact object
• Conversation – Lookup to conversation
• Converse App – Lookup to Converse app if message is triggered from converse app
• Converse App Action
• Converse App Task
• Country – If the country settings is All and country code is added to mobile number, shows the country name
• CreatedOn – Created date
• Delivery Error Message
• Delivery Status – Delivery report of outgoing message
• Direction – Shows direction of the messages IN for incoming and OUT for outgoing
• Disable SMS On Trigger
• External Field – Unique ID of the record
• Lead – Lookup of Lead object
• Message Credits – Shows how many SMS credits were consumed for that SMS
• Message Type – Shows if it is SMS /MMS
• MMS Subject – If it is MMS, show the subject of MMS.
• Mobile Number – Shows the mobile number used for sending the outgoing message
• Name
• ObjectType – Shows the object name from where the outgoing text was triggered
• Opportunity – Lookup of Opportunity object
• Previous Message – This field populated the lookup of last outgoing message in case of an incoming message
• SenderId – Shows the senderID used for sending/receiving message
• Sent Status
• SMS Template – Lookup of the SMS template used
• SMSText – Shows the message body of SMS
• Source – From where the message was triggered
• Status – Shows the overall status of message
• Status Message
• Text Unicode – Shows if the text was considered unicode
• Unformatted Phone Number – Unformats the mobile number
• User

The following Conversation Fields are available in the managed package:

• Account
• Campaign
• Case
• Contact
• Converse App
• Converse App Action
• Inbound Number
• isUnread
• Last Incoming Time
• Last Message Direction
• Last Message Time
• Last Outgoing Time
• Lead
• Mobile Number
• Mode
• New Count
• Object
• Opportunity
• Purpose
• Sender
• State

Please note that for automated messages, the user who would be fulfilling the criteria (mentioned in the automation flow) needs to have the SMS-Magic license. In short, when the conditions are satisfied by the respective user, as per Salesforce functionality, that user will become the owner of History record and our logic checks if that user has SMS- Magic license.

1. Under Converse Settings, click Message object configuration.
2. Select the Object.
3. Select the Name field.
4. Add or Edit the Mobile Phone.

In addition to this, we can also customize the configurations for alert notifications on Incoming messages based on individual requirement.

Raise a case by sending email at care@screen-magic.com with the following details of the new and old org –

• Salesforce Org ID
• SMS-Magic Account ID

We will transfer Incoming Numbers, SMS Credits to the new Salesforce and the SMS-Magic account ID.

1.  With the help of Send Bulk SMS button, you can send/schedule SMS from the object list view.
2. Using Converse App Bulk Action you can send/schedule bulk SMS from the object list view.

• Under SMS History object, check the Sent Status field for the SMS.
• If the sent status of the SMS displays Failed, select all such failed SMS from the list view.
• Click Resend SMS list button to resend these SMS.

 If SMS delivery fails due to insufficient SMS credits, customers can recharge their SMS-Magic account and raise a case to resend failed SMS. Our Customer Success team can help you in the process if you provide them with the following details –

•  The preferred date range for sending the SMS
• Your account ID.

• Mobile Network is not reachable.
• Mobile can be in roaming state.
• Invalid Numbers.
• Incorrect Sender ID.
• Message Length.
• Filtered Content.
• Provider related issues.
• Issues with Salesforce SMS History records.

Once you have added the object, you can use it to create templates. Refer to the section on Create Converse Template in the SMS-Magic Converse Guide Salesforce Users.

Create a new formula field, of type Text, on the same object.The Formula value should be –
TEXT( DAY(Date Field)) & “/” & TEXT(MONTH(Date Field)) & “/”& TEXT(YEAR(Date Field)).
This field will store the text version of Date Field in dd/mm/yyyy format. You can use this formula field in SMS Template in place of the Date field and view results as per your requirement.

1. 1Click Insert merge field.
2. Select the User option.
3. Add the required user field in the SMS template.

When Daylight savings time starts, you will see a 1-hour difference because Salesforce automatically adjusts the timezone.

In this case, you need to update the user’s timezone. Please change the Timezone in Salesforce and let Salesforce handle everything.

Check the given URL for more details:
https://www.sms-magic.com/technical-resource-center/sms-magic-for-developers/

Customers use our app for their varied use cases. As every requirement varies from one customer to the other we customize our app to meet this diverse need. Some of the business use cases include:

• Nurture Leads
• Capture CSATs
• Send Marketing Messages
• Send OTP via SMS
• Send SMS on case or lead creation
• Conduct one to one conversations with their customers
• Send SMS for job postings – This use case is primarily generated by Customers in the Recruitment sector.

To check if Clickjack is enabled:

1. On the Setup page, search for Security.
2. Under Platform Encryption, click Sessions Settings.
3. Under Clickjack Protection, check whether the following two check boxes are enabled:

• Enable clickjack protection for customer Visualforce pages with standard headers; and
• Enable clickjack protection for customer Visualforce pages with headers disabled is enabled.

Solution:

If Clickjack protection is enabled, follow the given process to resolve the error:

1. On the Setup page, search for Visualforce.
2. On the Visualforce page, search for the visualforce page for which you want to resolve the error.
3. Click Edit.
4. Modify the following attribute in the first line applyHtmlTag =”false”

SMS Magic Converse –

https://www.sms-magic.com/docs/salesforce/knowledge-base-category/223converse_apps159/

SMS Magic Interact –

http://screenmagic.freshdesk.com/support/solutions/articles/220944-how-to-send-an-auto-sms-on-lead-creation

1. Create two records in these objects (based on the country).
2. Create a group of users based on the privileges that you want to provide.
3. Go to Setup.
4. Under Administration Setup, click Manage Users
5. Under Public Groups, Click New Button.
6. In search drop-down list select User (if you would like to do it on the basis of users)/Role and Internal Subordinates.
7. Click Save.
8. From Setup, access the Administration Setup
9. Click Security Control and then click Sharing Settings.
10. On the SMS Template Sharing Rules/SMS SenderID Sharing rules page click New.
11. Give this rule a unique and self-explanatory name.
12. Under Select your rule type, select Based on Criteria.
13. Under Select which record to be shared select SMS template name “starting with” “template name (starting with the country name)”
14. In “Select the user to share with“.
15. .Select “Public groups” and then select the group which you have created in step 2.
16. .Under Sharing Setting, click Default Sharing setting and then click Edit.
17. .Change the default access for “SMS Template”/”SMS SenderID” object to “Private“. This will change the accessibility settings for all the templates/senderIDs.

1. 1Check if task is getting created on lead creation. If task is not created check to see if the XML configuration and the workflow rule/process builder is configured correctly. Also check if the rule is active and the record meets all the criteria mentioned in the rule for the action to be triggered.
2. If the task is created and still the SMS is not sent, follow these steps:

• Check object level permission –
  We need to check if the Guest user has object level permission on Jungo Leads. Follow the given procedure to grant object level permission to Guest User for Jungo Leads object:

1. Log in with System Administrator’s subscriber access.
2. On the Setup page type Users in Quick Find/Search.
3. Click the Username of the Guest User and select his Profile.
4. Click Edit on the Profile and scroll down to Custom Object Permissions section.
5. Grant Read, Create and Edit permissions on Jungo Leads object on the profile.
6. Click Save.

• To check if this permission is enabled on the profile, we can provide the customer with the following snippet and ask them to run the snippet in workbench to see if the user has object level access:

DescribeSObjectResult result = Schema.getGlobalDescribe().get(‘‘).getDescribe();
System.debug(‘Object Accessible:’+result.isAccessible());
System.debug(‘Object Createable:’+result.isCreateable());
System.debug(‘Object Updateable:’+result.isUpdateable());
System.debug(‘Object Deleteable:’+result.isDeletable());
for (Schema.Sobjectfield obj : result.fields.getMap().values()) {
Schema.DescribeFieldResult fldResult = obj.getDescribe();
System.debug(‘Field Name:’+fldResult.getLabel()+’;\tField Accessible:’+fldResult.isAccessible()+’;\tField Createable:’+fldResult.isCreateable()+’;\tField Updateable:’+fldResult.isUpdateable());
}

• Check Field Level Permission–

Check whether the Guest User has access to all the fields on Jungo Leads object. Follow the given procedure to check for Field level permissions:

1. On the Setup page type Users in Quick Find/Search.
2. Click the Username of Guest User and select Profile of that user.
3. On the Profile, scroll down to the Field-Level Security section and click View next to the Jungo Leads object.
4. Click Edit button and grant Edit Access to all the fields wherever applicable.
   Read Access will be granted by default on system generated and formula fields.
5. Click Save.

• Check Record Level Permission–
  We also need to check whether the Guest user has record level accessibility for a particular Jungo Lead record. In order to do that, we need to check Sharing Settings for Jungo Leads in the Org. If the Sharing Setting is set to Private then we need to create a Jungo Lead sharing rule in order to grant access to the user. Follow the given procedure to create a Sharing rule on Jungo Leads:

1. On the Setup page type Public Groups in Quick Find/Search.
2. Create a new Public Group which consists of the Guest User so that we can share records with this Public group.
3. Once the group is created, Under Sharing Setting scroll down to the Jungo Leads Sharing Rules section.
4. Click New to create a new sharing rule and enter the criteria for sharing records with the Guest User.
5. Click Save and the sharing settings of the Org will be recalculated.

This will help in resolving the issue if Jungo Leads are getting created but the SMS is not sent as Guest User does not have necessary permissions.

Workbench link: https://workbench.developerforce.com/login.php

DescribeSObjectResult result = Schema.getGlobalDescribe().get(‘‘).getDescribe();
System.debug(‘Object Accessible:’+result.isAccessible());
System.debug(‘Object Createable:’+result.isCreateable());
System.debug(‘Object Updateable:’+result.isUpdateable());
System.debug(‘Object Deleteable:’+result.isDeletable());
for (Schema.Sobjectfield obj : result.fields.getMap().values()) {
Schema.DescribeFieldResult fldResult = obj.getDescribe(); System.debug(‘Field Name:’+fldResult.getLabel()+’;\tField Accessible:’+fldResult.isAccessible()+’;\tField Createable:’+fldResult.isCreateable()+’;\tField Updateable:’+fldResult.isUpdateable()); }

• Apex class permissions
• VF page permissions (To be able to send SMS)
• Custom permissions (to enable the Send SMS buttons for these profiles)
• Object permissions for all the objects belonging to SMS-Magic Interact.

To enable this:

1. Under Setup click Manage.
2. Click Profiles and make the necessary changes.

Owing to lack of permissions, sometimes SMS records are created in SMS History tab. However, the messages are not delivered to the handset. This issue occurs when the user who is trying to send the SMS, does not have the permission to edit the objects (highlighted in Bold) in the list mentioned below:

The Object Name:

1. Action On Incoming SMS
2. Error Log
3. Filter Setting
4. Incoming Alert Configuration
5. Incoming Lookup
6. Incoming MMS Detail
7. Incoming SMS
8. LV MMS Detail
9. List View Configuration
10. List View Execution
11. MMS Detail
12. Optout Settings
13. SMS Alert
14. SMS Batch Execution Tracker
15. SMS History
16. SMS Schedule
17. SMS SenderId
18. SMS Template
19. SMS Template Type
20. Scheduled SMS
21. SenderId Profile Map

 The Custom Setting Name:

1. Accessible Channels
2. Acknowledgment Popup Setting
3. Conversation View Setting
4. Duration To View History For Incoming
5. SMS Magic Package Type
6. SMS Magic Security Setting
7. SMS Magic SetUp Tracker
8. SMS Magic URL Setting
9. Update Related List On Lead Conversion

If the user has a pre-configured template, they also need to have complete access to the Dynamic fields used in the SMS template.

Please check the profile of the user and the field-level access of this profile to the above-mentioned objects. You can do the same by following the below steps:

1. Under Setup, click Manage Users and then Profiles.
2. Select the Profile and edit it.
3. Under the Custom object permissions section, enable the View all and Modify all permission for three objects mentioned above
4. Click Save.

If the above settings have been done and the user still cannot send an SMS successfully, please check the field-level security permissions for the objects (SMS History, SMS SenderIDs, and SMS templates) as well.

• Go to Setup -> Create -> Objects -> Select the object
• In the “Custom fields and relationships” section, check that the fields have the access “Field-level accessibility” to the User profile in the picture.

Once all these settings are taken care of, the User will be able to send the SMS successfully.

You can also grant the permission set to the user by following the procedure mentioned below –

1. Under Setup, click Administration.
2. Under Manage Users, click Users.
3. Click the user for which you wish to grant/revoke permission set.
4. Look for the Permission Set Assignment and then edit that permission set
5. You will be able to see SMS Converse Permission Set under Available Sets.
6. Add the SMS Converse Permission Set to the column Enabled Permission Sets.
7. Click Save to save the changes.

1. Create a Converse App Action through Converse App by selecting all the necessary parameters i.e. senderID, phone field, SMS Text etc.
2. Copy the action key generated
3. Once the Converse App Action is created, configure a process builder on SMS History object with criteria as ‘Direction is IN’ and specify the text condition where you want the auto reply SMS to go. For e.g. if the Reply is ‘YES’ then specify the condition as SMSText equals YES.
4. In the immediate action, select create a record – > Converse App Task.
5. Paste the action key (copied earlier) in the automated key reference section and pass the lookup of the object so the outgoing messages are linked with the respective record.

• If the user is a “System Administrator” – Set “Customize Application” permission for this profile from “Administrative Permissions–> Customize Application” as true.
• If the user is not a “System Administrator” – Set “View Setup and Configuration” permission for this profile from “Administrative Permissions–> View Setup and Configuration” as true .

• Access to Page Layout for SMS Magic Buttons:
  Buttons cannot be assigned to a profile. Therefore, they are added to a layout. In order to access these buttons, Customer Portal Super user Profile and Customer Portal Manager users should be able to access that particular page layout. Page layout assignment for the Customer Portal Super user Profile and Customer Portal Manager user can be defined on their profile.
• Provide access to SMS Magic Objects, VF pages, Triggers and FLS permissions:
  Salesforce Admin should provide the Customer Portal Super user Profile and Customer Portal Manager users with access to the SMS-Magic objects. Along with this, access should also be provided to the SMS-Magic Visualforce pages and triggers. This ensures that Customer Portal Super user Profile and Customer Portal Manager user has full access to SMS-Magic application.
• Field Level Security Permissions:
  The Customer Portal Super user Profile and Customer Portal Manager user should also have field level security permission on individual fields in order to send and receive SMS.

In addition to granting permissions to object, all fields of the object should be granted the same level of permissions.

For example: To send SMS, Customer Portal Super user Profile and Customer Portal Manager user should have create and update permission to SMS History object and all fields of SMS history object.

The table below provides further details on objects:

The standard mobile format for sending messages is shown below –

1xxxxxxxxxx

Where 1 is the country code.

All messages are sent with SMS-Magic connections. However, in the USA, it is possible to use your mobile number as Sender ID by getting the number text enabled.

The text enabling of such numbers will be done by SMS-Magic once you raise a request with us . We provide you with an LOA form which you can sign and fill out with the number you want to get text enabled and we can raise it with the providers for the same.

• Whenever you send a message to a new record, a Conversation Record gets created. Conversation is Parent Object to SMS History. Once the message is sent it will be attached to that Conversation. If you get a reply from that mobile number we check the Mobile Number and Sender id on the Conversation Object and attach it to the last created Conversation if there is any. If there is no Conversation for the Mobile Number and Sender id combination a new Conversation Record is created.
• Whenever a new incoming message is received, we check if this message is a response to an existing outgoing messages based on Phone number and sender ID. If there are more than one such outgoing messages, we consider the response to be for the latest outgoing message. This message is looked up as previous message. If a previously sent outgoing message is found, we associate the incoming message with the same conversation as the previous outgoing message. If a previous message is not found, we find the number in all objects configured in Object Config and populate a lookup of all such objects. After this, our application applies a logic to identify the primary object to which this message should be associated with. Finally, a conversation is created / associated for the incoming message based on Phone Number, Sender ID, Primary Object, Primary Object ID and User criteria. If an existing conversation exists where all the 5 attributes match the incoming message, it is used to associate the new incoming message. If no such conversation exists, a new conversation is created.

Conversations in SMS-Magic Converse are created in the following way:

When an Outgoing message is sent if there are no Conversations with the same Mobile number, Sender ID, Owner ID, Object and record ID a new Conversation will get created. If there is an existing Conversation Record, the Outgoing message will get attached to it. If any of the value (Mobile number, Sender ID, Owner ID, Object and record ID) changes, a new Conversation record will get created.

Similarly when you receive an incoming message, if there is a Conversation Record with the Mobile number and Sender ID it will get attached to it. If there is no Conversation it will create a new one.

• https://www.sms-magic.com/support/ ; or
• email to care@screen-magic.com or
• Telephone to US: 1-888-568-1315 | UK: 0-808-189-1305 | AUS: 1-800-823-175

Sent Status

The SentStatus of an SMS gives you the health of the SMS creation process from the salesforce org to the SMS-Magic portal. If it displays “Submitted” in the initial stage, it means that the SMS request has been created successfully.

Delivery Status

The deliveryStatus of an SMS is the real-time delivery report that we receive from the SMS providers. The moment we receive them, we push them back to your SF org.

In short, when we send an SMS from the SF org, a record is created in SMS History tab with the Sent Status as “Submitted”. This means that the SMS has been sent from Salesforce to the SMS Magic portal for further processing.
When we receive the delivery report from the provider, we push it back to your org and the Sent Status is updated to “Success” and the Delivery Status is updated with the one shared by the SMS provider.

Additionally, the Status field shows the overall status of the outgoing messages.