2. Upgrade from version 1.48 to 1.72

3. Upgrade from version 1.55 to 1.72

4. Upgrade from version 1.68 to 1.72

Note:

To upgrade your existing Converse App package to the latest version 1.72, you need to connect with the customer support team who will then execute the required steps manually. 

1. Upgrade from version 1.58 to 1.72 

Here are the steps that you need to follow to upgrade your Converse App Package from version 1.58 to the latest version 1.72:

You can choose to install/upgrade your Converse package for Admin users, for specific users, or for all users.

• The status of the account on the portal should be ‘Payee’ and not ‘Trial’

• Add static resource (name = SMSMagicUpgradeCheck, Cache Control = Public , File = any)

• All users should have the SMS Magic permission set assigned. Check if the respective user is assigned an SMS Magic permission set.

Once the required licenses are assigned, make sure that the permission sets are assigned too. If the permission sets are not assigned, users will not be able to access SMS Magic objects.

• Then upgrade the package to 1.72

• After upgrading the package to the 1.72 version, run data migration scripts for Converse Desk

• Then go to the Converse Setting tab and reset the OAuth/Sync OAuth/Retry in the registration step

• In the plan selection section, make sure that the ‘Start your conversation’ plan is selected

• This completes the package upgrade from version 1.58 to the latest version 1.72

NOTE: Please reach out to care@screen-magic.com for any assistance 

2. Upgrade from version 1.48 to 1.72 

Here are the steps that you need to follow to upgrade your Converse App Package from version 1.48 to the latest version 1.72:

• The status of the account on the portal should be ‘Payee’ and not ‘Trial’

• Add static resource (name = SMSMagicUpgradeCheck, Cache Control = Public , File = any)

• All users should have the SMS Magic permission set assigned

• The upgrade from older version 1.48 to 1.68

• After upgrading, run data migration scripts (one by one)

• Then go to the Converse Setting page and reset the OAuth/Sync OAuth/Retry in the registration step
• In the plan selection section, make sure that the ‘Start your conversation’ plan is selected
• This completes the package upgrade from 1.48 to 1.68
• Now follow the steps to upgrade the package from version 1.68 to the latest version 1.72
• After upgrading, run data migration scripts (one by one)
• After upgrading the 1.72 manage package, you should go to Converse settings
• Go to the Converse Setting page and reset the OAuth/Sync OAuth/Retry in the registration step
• In the plan selection section, make sure that the ‘Start your conversation’ plan is selected
• This completes the steps to upgrade Converse App package 1.48 to 1.72

NOTE: Please reach out to care@screen-magic.com for any assistance

3. Upgrade from version 1.55 to 1.72

Here are the steps that you need to follow to upgrade your Converse App Package from version 1.55 to the latest version 1.72:

• The status of the account on the portal should be ‘Payee’ and not ‘Trial’

• Add static resource (name = SMSMagicUpgradeCheck, Cache Control = Public , File = any)

• All users should have the SMS Magic permission set assigned
• Then upgrade the package version 1.55 to the latest version 1.72

• After upgrading, run data migration scripts (one by one)

• Click on the Preview button as shown in the above screenshot
• Refer to the Data Migration For Converse Desk steps above

• Then go to the Converse Setting tab and reset the OAuth/Sync OAuth/Retry in the registration step
• In the plan selection section, make sure that the ‘Start your conversation’ plan is selected
• This completes the package upgrade from version 1.55 to the latest version 1.72

NOTE: Please reach out to care@screen-magic.com for any assistance 

4. Upgrade from version 1.68 to 1.72

Here are the steps that you need to follow to upgrade your Converse App Package from version 1.68 to the latest version 1.72:

• Run the data migration steps (same as mentioned in the above versions) 
• After upgrading the 1.72 manage package, navigate to the Converse settings tab
• Go to the Converse Setting page and reset the OAuth/Sync OAuth/Retry in the registration step
• In the plan selection section, make sure that the ‘Start your conversation’ plan is selected
• This completes the package upgrade from version 1.68 to the latest version 1.72

NOTE: Please reach out to care@screen-magic.com for any assistance

Upgrade your old version to the latest SMS Magic Converse package and enjoy more control over your conversations

With the latest version of the package, sales, marketing, and admin users will now enjoy more control over their customer conversations. They will now be able to take charge and personalize user experience, manage multimedia conversation smarter, tame their conversation templates, find conversation flows easily with a search option, and level up their campaign game.

Moreover, they will be able to strike the right conversation at the right time, every time, and keep their conversations always on, with released enhancements preventing conversation interruptions and helping in faster issue resolution. 

By upgrading to the latest version, here is what you will get:

• Personalized permission sets
• Personalize Your Workspace With Conversation Component Resizing
• Manage Multi-Media Conversations Smarter
• Store Multimedia Files In Salesforce Storage
• Associative Media Files With Salesforce Records
• Find your conversation flows easily by searching your Converse app with name or PA-Key
• Track Your Conversations From Start To End
• On-demand syncing 
• Managing OAuth when it is revoked
• Track all SMS-Magic user activity in one place
• Coordinate better with the SMS-Magic support team to resolve issues
• Spot new messages from the app icon notification badge

1. Under Converse Settings, click Message object configuration.
2. Select the Object.
3. Select the Name field.
4. Add or Edit the Mobile Phone.
5. Refer to the SMS-Magic Converse Salesforce Admin Guide for more details.

Refer to the section on SMS-Magic Converse Permission Details in the SMS-Magic Converse Guide for Salesforce Admin for more details on assigning permissions in SMS-Magic Converse.

Overview

Comprising of 4 basic steps to swiftly guide you to sending your first message. This section helps setup the destination country where you will be sending messages. You will be creating and connecting your SMS-Magic account with Salesforce along with choosing a plan which will help us understand your requirements in a better way. And finally, you will be ready to send your first message.

1. Destination Country and Server Location

Select the country where you want to send messages and it’s server location is auto-populated. You can select a different server location if required. To make any changes after the setup is complete related to destination country get in touch with your admin.

1. Select Destination Country
2. Select Server Location if the default server location doesn’t meet your requirements.
3. Click Next

2. Registration, OAuth Sync and Remote Site Setting

Sync OAuth, setup account and configure remote site setting helps creating your SMS-Magic account and sync with Salesforce using the API key.

2.1 Registration and OAuth Sync

1. Select the checkbox if the email looks good.
2. Click Register. The Salesforce Allow Access? pop-up appears providing further configuration details.
3. Click Allow. The Account Configuration Confirmation pop-up appears.
4. Click Go Back To Salesforce once the sync is complete.
5. The section now displays the API Key assigned to the account.
6. Click Save.

2.2 Setup Remote Site

1. Log in to Salesforce and access SMS-Magic Converse.
2. Select the Converse Settings tab.
3. On the Registration & Remote Site Setting page select Remote Site Settings.
4. Click Configure. A new browser window opens displaying pre-filled configuration details.
5. Click Save.

3. Plan Selection

We have added 2 different trial plans for easing into messaging and getting to know the application in a better way.

1. Select a plan.
2. Click Save.

For more details on the different plans please get in touch with care@sms-magic.com

4. Send A Test Message

The default Sender ID will be automatically populated in the ‘From (SenderID) field. This will only be for the Customers who are doing a fresh install of v1.64. In the ‘Registration and Setup’ step of the Converse settings, as soon as you select the plan, a default Sender ID corresponding to the destination country that you selected will be assigned to your account. The Sender ID will be automatically assigned to you from the pool (you cannot choose the Sender ID at this point for this step). 

If you are a paid customer, you can change the default allotted number by writing to care@sms-magic.com and choose a number of your choice from the “Sender ID & Assignment” section.

The validity of default Sender ID

• If you select ‘Grow your conversation trail plan’ you get 10 message credits, 1 phone number, and 2 licenses, with a validity of 7 days. So the Sender ID assigned to you will be valid for 7 days.
• If you subscribe to a paid plan, the associated Sender ID will remain active as long as the plan is active. If the plan is purchased with additional Sender ID(s) then the user can select Sender ID(s) from the ‘Add SenderID’ screen.

The allocation of default Sender ID

• If you select the destination country, say the U.S., then the Sender ID allocated to you is from the pool dedicated to the U.S. numbers from the application backend.
• If you select the destination country as ‘All’, then the Sender ID allocated will be from the pool associated with the same criteria for location i.e. available Sender ID(s) will be from the pool that is for destination countries from the application backend.

If the Sender ID does not populate in the field, please contact care@sms-magic.com for further help.

Q 2. Do I need to register my facebook templates before mapping them with use-case specific ‘Message Tag’?
Ans:- No. Templates mapped with ‘Message tags’ do not require any approval or registration with Facebook. But note that the use of tags outside of the approved use cases may result in restrictions on the Page’s ability to send messages.

Q 3. Is there any limit on how many messages a page can send using ‘Message Tags’?
Ans:- No. You can send unlimited messages using ‘Message Tag’ templates provided they belong to the valid use cases given by Facebook.

Q 4. Does SMS-Magic Converse support sending messages on Facebook using Media Message Templates?
Ans:- No. Right now we do not support Media Message Templates. But it is in our roadmap. We will update you once we start supporting it.

Q.5  How much is the maximum MMS file size supported for Facebook Messaging?
Ans:- Right now we support MMS file size only up to 2.5 MB. But increasing the file size is in our roadmap. We will update you once we start supporting it.

Q.6 Will we be able to initiate an outgoing message to an unknown number (subscriber ID) via Facebook?
Ans:- No. You can only initiate an outgoing message via Facebook in response to a user-initiated message to your business page.

Q.7 What should I do when the 24-hour session messaging window is closed before responding to a user-initiated message?
Ans:- You won’t be able to send any messages to an unknown recipient once a 24-hour session messaging window is closed. So we recommend you to map them with objects by creating records on receiving messages from unknown recipients. Once a record is created and you already have an explicit Messenger opt-in, the system will allow you to send messages to these recipients using templates mapped with ‘Message Tag’ outside of the 24-hour messaging window. OR You can send an auto-reply informing the recipient about business hours and either ask him to provide you an explicit Messenger opt-in or send another message during your business hours on Messenger.

Q.8 As a business admin, how do I demarcate between Facebook session messages and messages sent using Facebook message tags in SMS-history?
Ans:- You will be able to demarcate between Facebook session messages and messages sent using Facebook message tags based upon the ‘Channel Template Type’ field value in SMS-history object. You will see the ‘Channel Template Type’ field value as ‘Message Tag’ for messages that the system sends on Facebook as templates mapped with Message Tag.

Q.9 Is office hours/Business hours configured at account level applicable for messages sent on Facebook channel?
Ans:- No. It won’t be applicable.

Q.10 Is Facebook messaging supported from Non-UI sources such as Web service, APEX API, Workflow, Email to text?
Ans:- Yes it is supported. You can check more details on this in the SMS-Magic developers guide.

Q.11 Is there a possibility to send a bulk message from Campaigns or using Tabular reports on Facebook?
Ans:- Considering Facebook Messenger Platform Policy, sending unwanted, non-personal, or bulk messages is a violation of their policy. Hence we recommend you avoid sending such messages over Facebook.

Q.12 Can we schedule Facebook messages?
Ans:- Yes. But please note that considering Facebook Messenger Platform Policy, sending unwanted, non-personal, or bulk messages is a violation of their Policy. Hence we recommend you avoid sending such messages over Facebook.

Q.2. If I already have a WhatsApp enabled business number, can I use the same while integrating with SMS-Magic?
Ans:- Yes. You can reach out to our sales team on sales@screen-magic.com with your existing WhatsApp enabled number. As you know the WhatsApp account is linked with a phone number and can remain active only on one device at a time, we will have to de-register the number from your current WhatsApp business account and will have to re-register it with WhatsApp for enabling its use under WhatsApp business API. Please note that your WhatsApp enabled business number will remain the same after re-registering. It will just stop working on the device where you had previously configured it.

Q.3. Can one business or brand have two WhatsApp enabled business numbers?
Ans:- Yes. Businesses can have different WhatsApp enabled numbers for different use-cases such as different numbers for transaction, notifications and customer support etc. Businesses can’t have multiple WhatsApp enabled numbers for the same use case.

Q.4. How do I get to know the status, quality rating, and messaging limit applicable to my WhatsApp enabled business number so as to take necessary action to adhere to guidelines?
Ans:- The phone number status, quality rating, and messaging limits for your WhatsApp business account are only accessible to WhatsApp partners through whom we get your numbers procured. You can raise a request with our support team and the team will get those details for you via partners.

Q.5. How many registered WhatsApp MTM templates a single business account can have?
Ans:- You can have a maximum of 250 templates per number for your account.

Q.6. Does SMS-Magic Converse support sending messages on WhatsApp using Media Message Templates?
Ans:- Right now we do not support Media Message Templates. But it is in our roadmap. We will update you once we start supporting it.

Q.7. What will happen if the recipient tries audio/video calling our WhatsApp business account?
Ans:- WhatsApp doesn’t support Audio/Video calling over WhatsApp business enabled number.

Q.8. Does SMS-Magic support language translation of WhatsApp templates used for sending messages internationally?
Ans:- SMS-Magic as well as WhatsApp do not take care of language translation. You have to register a single template in multiple languages with WhatsApp. Upon registering a template in a different language, WhatsApp will assign a ‘Locale (Language code)’ to it. You will have to add all these templates in your org with respective ‘Locale (Language code)’ values. So depending upon which template you choose while sending a message, the respective registered template at WhatsApp will be picked and delivered to the recipient.

Q.9. How much is the maximum MMS file size supported for WhatsApp Messaging?
Ans:- Right now we support MMS file size only up to 2.5 MB. But increasing the file size is in our roadmap. We will update you once we start supporting a larger file size.

Q.10. How do I get to know the delivery status of a message sent on WhatsApp?
Ans:- When your messages are successfully delivered and read by the recipient, you will be able to see blue tick marks on UI for WhatsApp sent messages as shown below:

Q.11 Will we be able to initiate an outgoing message to an unknown number via WhatsApp?
Ans:- No. You can only initiate an outgoing message via WhatsApp in response to a user-initiated message to your WhatsApp business account.

Q.12 What should I do when the 24-hour session messaging window is closed before responding to a user-initiated message?
Ans:- You won’t be able to send any messages to an unknown recipient once the 24-hour session messaging window is closed. So we recommend you to map them with Objects by creating records on receiving messages from unknown recipients. Once a record is created and you already have an explicit WhatsApp opt-in, the system will allow you to send messages to these recipients using MTM templates outside the 24-hour messaging window. OR You can send an auto-reply informing the recipient about business hours and either ask him to provide you an explicit WhatsApp Opt-in or send another message during your business hours on WhatsApp.

Q.13 As a business admin, how do I demarcate between WhatsApp session messages and WhatsApp MTM messages in SMS-history?
Ans:- You will be able to demarcate between WhatsApp session messages and WhatsApp MTM messages based upon the ‘Channel Template Type’ field value in the SMS-history object. You will see the ‘Channel Template Type’ field value as ‘MTM’ for messages that the system sends on WhatsApp as MTM templates.

Q.14 Is office hours/Business hours configured at account level applicable for messages sent on the WhatsApp channel?
Ans:- Yes it will be applicable.

Q.15 Is WhatsApp messaging supported from Non-UI sources such as Web service, APEX API, Workflow, Email to text?
Ans:- Yes it is supported. You can check more details on this in the SMS-Magic developers guide.

Q.16 Is there a possibility to send a bulk message from Campaigns or using Tabular reports on WhatsApp?
Ans:- Considering WhatsApp Business Terms of Service, sending unwanted, non-personal, or bulk messages is a violation of their Terms of Service. Hence we recommend you to avoid sending such messages over WhatsApp.

Q.17 Can we schedule WhatsApp messages?
Ans:- Yes. But please note that considering WhatsApp Business Terms of Service, sending unwanted, non-personal, or bulk messages is a violation of their Terms of Service. Hence we recommend you to avoid sending such messages over WhatsApp.

Q 18 If a customer reaches out to us for customer support, does that count as opt-in for other notifications?
Ans:- No. WhatsApp encourages all businesses to use WhatsApp as a customer support channel, but if you are also using it to send notifications, you will need to get opt-in via a third-party channel for the notifications you plan to send.

Q 19 What methods of obtaining WhatsApp opt-in are acceptable?
Ans:- As long as the opt-in method meets the above requirements, it will be policy compliant. For example, the policy allows for opt-in via website, interactive voice response (IVR), within a WhatsApp thread, or with a click to WhatsApp ad. We strongly recommend that businesses continue to optimize for the user experience when designing opt-in flows.

Q 20 Is there any file size limit applicable for receiving incoming Media Messages over WhatsApp?
Ans:- No. You will be able to receive incoming Media messages over WhatsApp of any size.

Q 21 How many characters a registered WhatsApp template can have?
Ans:- For now, we support template creation up to 700 characters only. So make sure that your registered WhatsApp template does not exceed the allowed characters limit. We do have a plan to support template creation with 700+ characters, but it is in our roadmap. We will update you once we start supporting it.

The Converse Desk provides you with an intuitive, easy-to-use interface. It features a familiar Inbox style, making it simple for users to begin messaging with little or no training. The Converse Desk also features intelligence that guides users to effectively manage and respond to any volume of messaging conversations.

You can interact with Converse Desks from a variety of devices. You can use it as a standalone, embed the Desk in Salesforce records, or manage conversations in your Salesforce1 mobile app. All conversations are stored in Salesforce and updated across devices as you continue any conversation.

The new Converse Desk is also customized to display details as per your user profile.  It can be configured to display the layout or information as per your profile preferences.

The Converse Desk intelligently helps you quickly find and respond to conversations. You can do the following:

• Filter conversations by standard or custom Salesforce objects.
• Review a complete Conversation History, from lead to prospect to contact.
• Sort their Inbox to find specific conversation types or a single conversation.
• Check related conversations, so they have all the information they need.

User is unable to configure a default Sender ID for their users.

Solution

1.Refer to the topic on SMS History Visibility with Sharing Setting Rules for more details on assigning sender IDs.

2.Also refer the topic Add Sender IDs under Sender ID and Assignment in the Admin Guide.

User is unable to send or receive messages owing to insufficient privileges.

Possible Causes

The user does not have appropriate permissions to create SMS records.

Solution

A minimum set of access is required to send and receive text messages.  Refer the section on SMS-Magic Converse Permission Details in the SMS-Magic Converse Guide for Salesforce Admin following link to review and grant appropriate access.

You can also grant the SMS-Magic Permission sets to users.
The Permission Management section under Converse Settings provides the details on available permissions.

The incoming SMS alerts are sent to unintended recipient.

Possible Causes

The following are the possible causes for the issue:

•Data indexing issue – There are more than 200,000 records on which the query runs. Therefore the incoming SMS is assigned to the OAuth user.

•Notification settings are not configured correctly.

•The Previous message lookup did not happen.

•Incoming SMS was received from an unknown number.

•User does not have permissions for updating the Previous Lookup or the related SMS History

Solution

Do the following to resolve the issue:

•Index all mobile fields. Refer to the document in the link provided below for more details on Field Indexing.
https://docs.google.com/document/d/1PsBNr8PQuKD_abbRwggCZTtfGQqedAdAU74tzqlZ10k/edit?usp=sharing

•Configure all notifications correctly. For more details, refer the section on Configure Incoming Notifications under Sender ID and Assignment in the SMS-Magic Converse Guide for Salesforce Admin:
https://www.sms-magic.com/technical-resource-center/sms-magic-guide-for-salesforce-admin/

A user tries to send messages using Conversation View/Converse desk/ECD is unable to do so.

Possible Causes

The following reasons may have caused the issue:

•The user is not assigned an SMS-Magic License.

•The user does not have permissions for SMS-Magic object granted either for permission sets or at the profile level

•The user does not have read access to the name field, mobile field or SMS Opt Out/SMS Opt In field referenced in the MOC.

•SMS Credits are exhausted

•Mobile field used in MOC is empty

•SMS History record is created but SMS is not delivered (due to issue on providers end)

•A custom automation rule is causing an error with SMS History record creation.

Solution

Make sure that the user has a license assigned to him/her as well as he/she has appropriate permissions assigned.

Follow the procedure given below to resolve the issue caused owing to any custom automation rule:

1.Ensure that all process builder/workflow/flow/triggers on the SMS History object in the Customer’s Org is configured correctly. Incorrect values definitions may result in the SMS History record not being created properly.  

2.Review the configurations and modify them if required.

3.Reach out to the Dev team if the issues persists even after reviewing and consulting with the CS team.

Double opt-in consents are another essential requirement in order to continue your messaging practices. These are received in response to requests sent to customers using non-handset sources, like web forms or emails, to record their compliance.

As per regulatory guidelines, all consent, collected through non-handset sources or created manually needs to be maintained and recorded in a database.

Consent is recorded on the basis of the parameters defined in the Compliance Configuration.

Consent can be created in the following ways:

• Create Consent through Process Builders
• Create Consent Manually

Create Consent through Process Builders

1. Under Setup, click Process Builder and then click New. The New Process pop-up window appears



.

2. Enter the following information.
• The Process Name
• The API name
• A Description of the process
• The Action trigger indicating when the process will begin
3. Click Save.
4. In the Process Builder page click Add Object.
5. Under Object, type the object that will be modified, for example, Contact or Lead.





6. Click Save.
7. Click Add Criteria.
8. Define the criteria as Whenever a new lead is created for the action group.





9. Click Add Action . The Action fields appear.





10. Enter the details, as required. Refer to the table below for more details.
11. Click Add Row to include additional fields.



FIELD	DESCRIPTION
Action	Define the Action as: Create a Record.
Action Name	Provide a name for the Action.
Define Fields these fields need to be configured during the Compliance Configuration process.
Mobile Number	Select the Mobile Number that is selected as the consent parameter for creating the consent record.
Sender ID	Select the Sender ID that will be used to create the consent record. This field is important only if you select Sender ID as one of the parameters for creating the consent record. You may skip this field if it has not been defined as a parameter in your compliance configurations. In such a scenario consent record will be created irrespective of the Sender ID the request is received from.
Content	Select the Content type for which the consent request will be created. You may skip this field if content type is not selected as a parameter to collect consent requests in your compliance configurations.
Confirmation Config	Select the confirmation configuration ID from the Confirmation Config object. This ID comprises the Sender Id from which the confirmation message will be sent. This configuration is completed in Step 3 of the compliance configuration process and will be displayed for Opt-in, optout and double opt-in consent requests.
Do Not Send Confirmation	Select this value as true if you do not wish to send a confirmation message.
Compliance Status	Select the consent status that shall be recorded i.e. Opt-Out, Opt-In, etc. You will need to create multiple process builders to generate consent records with different compliance status.
Source	Select the source for generating the consent and set the value as Non-handset
Lead	Select Lead as a record field and select the value for the lead lookup. This can also be contact depending on which object you are selecting.

12. Click Save.
13. Click Activate and then click Confirm.


You can also import consents by creating a CSV with all the fields mentioned above. Click Import to start importing consents.

Create Consent Manually

1. Click. The app launcher appears.





2. Under All Items, click Consents. The Consent List view page appears.



 

3. Click New. The Add New Consent Record pop-up window appears.





If the button is disabled, enable the Allow users to manually Add/Edit Consent Records option in Step 2 of the Compliance Configuration process.
4. Enter the details as required.
   Refer to the table below for more details on individual fields.
   
5. Click Save. The Consent Record List is added to the consent database and appears as shown.





6. Click individual record and the record details appears as shown.

Edit Content Records

1. Select the checkbox adjacent to the consent record you want to edit.
2. Click and then select edit. The Edit Consent Record for <phone number> pop-up window appears.





3. Edit the details as required. Refer to the table below for more details on individual fields.



FIELD	DESCRIPTION
Content Type	Displays the content type for which consent has been added.
Sender ID	Displays the default Sender ID for receiving the consent.
Current Status	Displays the current consent status.
Change Status To	Select the new consent status.
Do not send Confirmation Message	Select this check-box to send a message confirming the consent status of the customer.
Confirmation Message Sender ID	Select the Sender ID that will be displayed when the confirmation message is sent to the customer.
Opt-out confirmation message	Type the confirmation message that will be sent in case the consent status is set to Opt-Out.

4. Click Save Changes. Consent Record is updated in the list view.


Click  on the list view to edit the record phone number.
Click and then select Delete to delete a consent record.
5. Click the record number. The Consent Details appear.

Change Consent Record Owner

1. Log in to Salesforce.
2. Click . The App Launcher pop-up window appears.






3. Under All items, click Consents. The Consents record page appears.






4. Click and select All to remove filters and view all records. The All records view appears.





5. Select the checkbox adjacent to the consent record you want to edit.
6. Click and then select Change Owner. The Change Owner pop-up window appears.





7. Type the first three letters to search for the user you want to move the consent record. The search results appear as a drop-down list.
8. Select a user.
   Prior to selecting a user, ensure that read permissions are enabled for the current record and all related records.

9. Clear the Send Notification Email checkbox if you do not want to send an email to notify the selected user of being assigned as the consent record owner.
10. Click Submit.

View Audit History

1. Log in to Salesforce.
2. Click . The App Launcher pop-up window appears.





3. Under All items, click Consents. The Consents record page appears.





4. Click and select All to remove filters and view all records. The All records view appears.





5. Click a consent record to view details. The Consent details page appears.





6. Click a consent status on the right to view the audit history details.





Refer to the table below for more details on individual fields.

Change Consent Owner

1. Log in to Salesforce.
2. Click . The App Launcher pop-up window appears.
   
   
3. Under All items, click Consents. The Consents record page appears.







4. Click and select All to remove filters and view all records. The All records view appears.







5. Select the checkbox adjacent to the consent record you want to edit.


6. Click and then select Change Owner from the drop-down list that appears. The Change Owner pop-up window appears.







7. Type the first three letters to search for the user to whom you want to assign the consent record. The search results appear as a drop-down list.





8. Select the user.
   
   
9. Prior to selecting a user, ensure that read permissions are enabled for the current record and all related records.
10. Clear the Send Notification Email checkbox if you do not want to notify the selected user of being assigned as the consent record owner.
11. Click Submit

Upload Existing Consent Database

Why do I Need to Create a Consent Record for Using SMS-Magic Converse with the Compliance Feature?

Prior to the 1.59 release, we used to store consent information like Opted-In or Opted-Out on the object record detail page. The disadvantage of this style of storing consent information is that if the same number exist for two lead records and one record has opted-in and another record has opted-out information. The system will block one message but will still send the message to another record.

To overcome the above problem, we maintain consent information in Consent object and not at the object record level. These consent records are referred to when a user attempts to send messages via bulk, automated or manually. So, for example, the Bulk source, the Consent Required is configured, the system will always check for an Opt-In entry in Consent object.

When Do I Need to Create or Migrate Consent Records?

Consent migration is required for the following scenarios:

• If you have explicit consent obtained via the website, email or mobile handset captured at the object record level.
• If you have explicit consent obtained via contract or paper forms.

Consent Obtained via Website, Email, or Mobile Handset

You have explicitly obtained consent for the recipient via Web, Email or Mobile Handset and stored at the object record level. SMS-Magic Converse have no information where and how the consent information is stored. In order to map this consent information with the SMS-Magic Converse, admins need to create these records in Consent object along with consent type (Opt-in or Opt-Out).

To create consent records previously obtained from the recipient’s mobile numbers, you need to create a CSV file with all the fields mentioned below.

Once the consent record is created for the recipient from whom the consent is obtained. The next step is to define the configuration when the record is created in CRM so that the consent record is automatically created.

Consent Obtained via Contract or Paper Forms

Steps remain the same as above for creating consent via contract or paper forms.

How to Ensure that Consent Records are Created Automatically for a New Contact?

Again, you would need to create a consent record for contacts for the following scenarios:

• Explicit consent obtained via the website, email or mobile handset captured at the object record level.
• Explicit consent obtained via contract or paper forms.

Explicit Consent Obtained via Website, Email, or Mobile Handset

We recommend that you use a process builder and create the consent record when the record is created or edited. Write a process builder on record creation and create a consent record with the below fields.

Please note, when records are created via non-mobile handset like web forms, one needs to get the opt-in via a mobile handset. This process of confirming consent via mobile handset by contact created by web forms is called as Double Opt-in.

To initiate double opt-in, the admin needs to use Confirmation Config field and add Compliance Status to Pending to initiate a double opt-in process. One can find Confirmation Config Id under Converse Settings > Compliance > Double Opt-In & Other > View Details.

Explicit Consent Obtained via Contract or Paper Forms

If you need to capture the consent on a continuous basis and whenever the records are created or edited. We recommended the same process as mentioned above. You must use the comment fields when creating a consent record so that during the audit process you can confirm the source of the consent.

Assign these permission set to users to provide access to SMS-Magic Objects.

Available Permission Sets:

SMS Converse Conversation User: Provides permissions for objects and fields to users required to send messages using SMS-Magic converse.

SMS Converse Template Author: Provides permissions for objects and fields to users required to edit and create SMS-Templates using SMS-Magic Converse.

SMS Converse Permission Set: Superset of the above-mentioned Permission Sets. Provides permissions for all the objects and fields to use SMS-Magic Converse, Recommended for Admin Users.

For more information about assigning permission sets, see (Admin Guide Topic link).

Below are key use business use cases, that would help you to get started on User Permissions.

• Conversation Filters and Global Filters for specific users and profiles
• The color theme for the Converse Desk
• Conversation Topic Layout

 For more information about configuring Converse Desk Layouts, see (Admin Guide Topic link).

• The color theme for displaying automated messages
• The information that appears below every Incoming and Outgoing message bubble
• The information that appears below the information lookup fields

 For more information about configuring message settings, see (Admin Guide Topic link).

• Send Canned Responses
• Define Character Limit for Messages
• Internal Note
• Configure CRM Actions
• Configure Related Conversation

For more information about configuring message settings, see (Admin Guide Topic link).

With SMS Magic you can choose how you obtain and maintain/record your Consent. You can choose to get a blanket consent for sending any legally possible Content or get a specific Consent. For e.g. – You can get blanket consent for sending any type of messages, service, transactional or promotional. Or you can get specific consent for sending transactional messages only.

This specific consent is recorded via Sender Id and Content Type. You can choose any of the below methods:-

1. Mobile Number Only – You Opt-in to have a blanket yes or No Consent for any recipient
2. Mobile Number and Sender Id – You record consent for specific sender Id’s. You always have the option to choose “All”, while creating your Consent records.
3. Mobile, Sender and Content Type – You choose to do specific Consent based on Content Type.

Recommendation – We recommend using Content Type to be specific. If you are obtaining a blanket content then choose “All”

Choosing Sender Id specific Consent records can be tricky, since you can only send Messages through that specific sender ID. We recommend using “All” here.

The compliance feature helps you create a consent database based on all these parameters. You can also enable users to create a consent record manually. However, users need to be provided with relevant permissions to create and update the consent database.  For more information about configuring the audit database, see (Admin Guide Topic link).

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

The consent status of the recipients is set to pending until they use this keyword to confirm the request. On receiving the keyword from the prospect, you send a response confirming the consent. This completes the compliance process.  For more information about configuring double opt-in, see (Admin Guide Topic link).

Most regulations looks at obtaining consent for Robo / Automated or Bulk SMS’. So you have to be careful while sending Content from different sources. A manually typed message is treated different than a Bulk or an Automated SMS. 

There are two Options for defining what you obtaining Consent for:-

Source Type – You can define if the Source requires a prior consent or not. For e.g. – You may not require Consent for sending Emergency message. Another example is – You may not require to use SMS Magic Compliance Center, and have built on your own. So you can choose “Consent Not required”.

Content Type – 

Content-type opt-ins are useful in ensuring that you can continue sending messages to customers for a specific content-type. Therefore, in case the customer is applying for a blanket opt-out instruction, in the opt-out confirmation message they receive, you specify the content-type opt-in they can send if they wish to continue receiving messages for that specific content-type.  For more information about configuring content-type, see (Admin Guide Topic link).

There are some countries which allow you to send SMS with Alphanumeric Sender ID. Click here to view that list. To get replies you’ll need to procure an Inbound number and give reply instructions in the text of the SMS you send. Give Example – Dear Customer, Enjoy the Rewardz Festival on your Credit Card. To know more, SMS ‘JOIN’ to 5676756 and register now. For TnC, please visit http://bit.ly/6463nf’.

You can configure Sender IDs for different organizations, teams, or individuals or Campaigns or Messaging Programs to appear as you want on the customer’s mobile device. 

How to Choose Sender ID’s  – link to user guide

<<Options of Sender Id’s available in different countries>>> – link to user guide 

General Guideline for Choosing Sender Id’s

Configure User Notification on Incoming SMS’

You can configure User Notification on new incoming messages. You can setup email templates if you want to customize notification.In case the Sender ID is assigned to multiple users or a profile, the incoming message notification is sent as per the rules defined in the Sender ID assignment settings page.  For more information about configuring the sender ID, see (Admin Guide Topic link).

Message Objects configuration would automatically generates Buttons, Visualforce pages and lightning components, which can be used to configure the messaging interfaces on your object page & search layouts. .  For more information about configuring the message objects, see (Admin Guide Topic link).

SMS Magic give us a simple configuration to set-up Messaging on different objects:-

1. Person Objects (Lead, Contact, Person, Account, Student, Candidate, etc., ) – Person Object has mobile field which can be used to trigger directly message to persons. For eg. You may trigger SMS to leads on change in status during account manager assignment 
2. Business Objects (Cases, Opportunity,  etc. ) – Business Objects have a direct relationship with a specific Person, for e.g. – A Contact related with a Case; or a Contact related with an Opportunity. For e. g. – You want to send Case alerts to the Contact.
3. Junction Objects ( Course Allocation, Job Application, Loan Application etc.) – Junction objects have relationship to person and information objects together. For eg., Job Application (Junction Object) is an application to a Job (Information Object) by a Candidate (Person Object).
4. Information Objects – (Example) – Unrelated (Job, Course, Product,  etc., ) Information Objects with no association with a person. For e.g. – Product. You may want to run a Campaign promoting Product with a list of Leads.

Note that information object only strengthens the content with merge fields.

Send Bulk SMS on List View Layout gives you the capability to select multiple records and send SMS to them. You can compose a new SMS, or choose a single template with merge fields from associated objects to send to all the recipients. 

You can create Send SMS and Bulk SMS buttons and associate these buttons to Visualforce pages generated in configuration of message objects. For more information about setting up SMS buttons on page layout, search layout etc., , see (Admin Guide Topic link)

Configure your Conversation View

You can configure your Conversation View on the Object to show all Conversations in a single thread or show separate Conversations. <<<View below illustration for an example>>> 

Recommendation:- 

For Person Objects (like Lead, Contacts) – We recommend to configure one View for all Conversations. You can still see the Source and User for each SMS’ and maintain the Context. You can switch views anytime.

            For Business Objects (like Cases, or opportunities) – We recommend to configure   separate Conversations, so you can see the Conversations related to different Cases, Contacts distinctly. 

What is a Conversation? 

A thread of incoming and outgoing SMS’ with a particular prospect or customer related to a certain topic like a Case, or an Opportunity is called a Conversation.

Contextual Conversations?

A prospect can have multiple conversations through his buying journey with the Company or Business, for e.g. – His conversation may start from an Enquiry (as a Lead) to being a Customer / Account, who has Cases associated with it. SMS Magic creates separate Conversations based on the stage of the Journey (aka Object from which messaging Conversation has initiated, aka MoC Object). You can view the entire history of the Conversation/s in a single thread on the Lead or Contact Object. Or view it by Context on the associated object record like a Case, Opportunity etc.

Related Conversations?

A Prospect or Lead can have multiple Conversations with a Business, for e.g. – A Case, An Opportunity etc. All these are Related Conversations between the business agents / reps and the prospect.

To add Conversation View to a page, add a new section to your page layout and drag the Conversation View custom component to that section. For more information about setting up Conversation View in Classic, see (Admin Guide Topic link).

• Alerts you of new incoming SMS
• Shows list of all (My) Unread and New Conversations 

Notification (Available with Start) – This show a list of all unread incoming messages and gives you the capability to reply to incomings. You can configure this component  on your utility bar in lightning or Classic version. The Notification:-

• Alerts you of new incoming SMS
• Shows list of all (My) Unread and New messages

It is a compact version of the Converse Desk with minimal functionality focusing on reading and replying to the unread and new messages. For Salesforce Lightning,  you can configure the Converse Inbox in the Lightning Utility Bar, and for Salesforce Classic, you can set it up in the Classic Side Panel. For more information about setting up Converse Inbox, see (Admin Guide Topic link).

You can purchase more required user licenses after registration. For more information about adding user licenses, see (Admin Guide Topic link). 

It is recommended you first install and test SMS-Magic Converse in the Salesforce.com sandbox account. Once you complete all the sanity tests, then you can install the SMS-Magic Converse in your production account. For more information about installing and configuring  the SMS-Magic Converse managed package, see (Admin Guide Topic link).

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.

Register a subdomain with the My Domain wizard and then deploy it. For more information about registering subdomain, see (Admin Guide – Salesforce Topic link) If you don’t do it, then custom component cannot be added on other objects record page layout and other sections.

The Quickstart guide will give you a headstart on your messaging journey. If you are evaluating SMS messaging for your business, it will navigate you through the Technical Steps, point you to the key considerations and decisions you need to take and also tell you how SMS Magic will empower your business with the Simple Business texting solution.

You can Quickstart your Trial or Implementation with easy step by step guide here. Together with the magical Wizards in Converse App, this Quickstart guide will reduce your Onboarding time from weeks to days. We have leveraged our 11 years of experience and built this Quickstart Guide to make sure you have a good experience – Evaluating SMS Magic or Implementing it.

Refer to the section on SMS-Magic Converse Permission Details in the SMS-Magic Converse Guide for Salesforce Admin for more details on assigning permissions in SMS-Magic Converse.

Double opt-in consents are another essential requirement in order to continue your messaging practices. These are received in response to requests sent to customers using non-handset sources, like web forms or emails, to record their compliance.

As per regulatory guidelines, all consent, collected through non-handset sources or created manually need to be maintained and recorded in a database.

Consent is recorded on the basis of the parameters defined in Step 2 of the Compliance Configuration described in the section Configure Audit Database.
Refer to the section for more details on Consent Record Parameters.

Consent can be created in the following ways:

• Create Consent Manually
• Create Consent through Process Builders

View from Record Details

If you have added Converse Inbox to a record page such as lead or contacts as a tab, then you can view the converstions in the tab that you have added. See the SMS-Magic Converse Admin Guide for information about configuring Converse Inbox.
For example, if you have added Converse Inbox to the Contact page, then to view conversations with that contact, perform the following steps:

1. On the Salesforce Home page, click . The App Launcher page appears.
2. Under All Items, click Contacts. The Contact record details page appears.  
   Under Contacts click and then select All Contacts to view the complete contact record list.
3. Click a contact record. The record details page appears.
4. Click the Converse Desk tab to see the conversation view under the record detail.

View from Home Page

1. On the Salesforce Home page, click . The App Launcher page appears.
2. Click Sales Console. The Console page appears displaying a narrow panel at the bottom of the screen comprising the Conversation View and the History tab.
3. Click the Conversation View. The conversation list displaying the conversations belonging to the contact currently active on the Salesforce page appears.  
   The Converse Inbox header bar color will vary depending on your selected theme for the Converse Desk. The header bar also displays the notifications for all new incoming messages.
4. Click  next to the contact name and then click All. The available conversation details belonging to all records appear.

• Opt-out
• Opt-in
• Help

For each keyword type, some default keywords have already been pre-defined. You can also create new ones following industry specific norms.

Create keywords using the following guidelines:

• Use Alphabets
• Do not add spaces
• Do not include special characters

When a customer uses the keywords defined under Opt-out keyword type, they will be opted out or blocked from receiving messages for all campaigns and other activities. You cannot send anymore messages to all such customers.

Similarly, when a customer uses the keywords defined under Opt-in keyword type, they choose to opt-in for receiving messages from any team within the organization.

You can define separate keywords to help customers opt-in for specific content type messages, for example, notification or promotions. These keywords will be considered for receiving consent for that specific content-type. 
Refer to Create Content type for more details on creating Content type keywords.

1. Under Keyword Management, click Edit next to the Keyword type you want to modify. The Edit Keyword Configuration pop-up window appears.





Refer to the table below for more details on the Keyword options.

You cannot edit the default keywords.

FIELD	DESCRIPTION
Opt-In Keywords	Displays the opt-in keywords that will be used at the organization-wide level. You can define Opt-in keywords that are specific to a content type. Refer to the section on Create Content Type for more details.
Opt-Out Keywords	Displays the opt-out keywords that will be used at the organization-wide level. This will opt-out users from all the campaigns/content types. No further messages can be sent to customers from any teams in the organization.
Help Keywords	Displays the help keywords that will be used at the organization-wide level. This will redirect customers to request for support based on the keyword you provide.

2. Enter the following details to add keyword configuration.



FIELD	DESCRIPTION
Type	Displays the keyword type that you have selected to edit. For example, Opt-out, Opt-in, Help.
Keywords	Type the new keywords that you want to configure for the keyword type. You can type multiple keywords for a single keyword type. The new keywords should not be the same as the default keywords.
Message	Type the message that will be sent to customers who have sent the consent details.
Do you wish to enable this setting?	In the drop-down, select to indicate whether you want to enable the keyword type. If you disable the keyword type configuration, then customer consent sent for the keyword type will be ignored. For example, Customers who wish to Opt-out using the defined keywords will continue to receive messages if opt-out Keyword type configuration is disabled. Similarly, customers who wish to opt-in with the defined keywords will not be included in the subscription list if Opt-in keyword type configuration is disabled.

3. Click Save Changes. The Keyword Management section appears.





4. UnderOpt-out instructions click Change next to the pre-configured instruction. The Opt-out Instructions pop-up window appears.
    
   
    
   Refer to the table below for more details on the Keyword options. 



FIELD	DESCRIPTION
Auto append opt out Instruction in every message	Select the option if you want to add an opt-out instruction to every message that is sent out.
In an Interval	Select this option to send messages only after the defined number of weeks. The recommended practice is to send 1 message in every 4 weeks. You can select the interval period in the drop-down list that appears.
Do not Auto-append opt out instructions in every message	Select this option if you do not want to add an opt-out instruction to every message that is sent out.
Opt-out Message	Type the message you want to append as an opt-out instruction.This field appears only if you select the Auto append opt out Instruction in every message

5. Click Save.The opt-out instructions, if added, appears as shown.

The purpose of this guide is to help you:

• Install SMS-Magic Converse on your Salesforce Organization
• Create a Custom Sub-domain for your Salesforce Organization