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

With embedded messaging, you can get high-intent inbound conversations from everywhere and create a conversation-first experience. Embedded messaging guides prospects throughout the conversation path from everywhere by adding messaging entry point to your emails, web pages, hoardings, pamphlets, and much more. direct and personal conversations when your prospects and customers need you the most – that is when they are seeking more information, making up their minds, and evaluating service providers like you. 

SMS-Magic makes it easy for you to connect with your audience through personalized messaging via their preferred channels, including text messaging, WhatsApp, and Facebook Messenger. Conversive buttons is the very first step towards embedded messaging. Conversive buttons help businesses to deliver value faster by engaging with customers across the phases of attracting, engaging, onboarding, and support.

Companies would be enabled to invite customers to converse with them across websites, SMS & WhatsApp channels. This will help them get started with messaging quickly and get maximum value from it by being reachable to their customers on their favorite messaging channels.

How to Configure Conversive Buttons

To configure conversive buttons follow the steps below:

• Login to the Customer Portal using valid credentials, and the following home page of the Portal will appear:

The conversive buttons option will be available in the ‘Settings’ drop-down list only to the users to whom the relevant license is assigned.

• Click on the ‘Settings’ drop-down as shown in the image below to access the conversive buttons settings section:

• The conversive buttons settings page will appear:

Here you can edit or deactivate the conversion buttons that you might have already created, by clicking on the three dots on the right of each button.

• Click on the ‘Create New’ button and the following page will appear:

The new conversive button creation section is divided into two parts namely, Channel & Related Information and Advanced Settings. The Channel & Related Information section is mandatory, whereas the Advanced Settings section is optional. The Button Preview section on the right gives a preview of the button as per your configuration.

Channels & Related Information section

1. Enter the button name (combination of alphanumeric and special characters) in the ‘Button Name’ field 
2. Select one or more channels that you want to display with the conversive button. You can opt to disable the channels. Once you select the channels, they will appear in the preview section.
3. As per the channels selected, enter the relevant information in channel-specific fields
4. In the case of SMS as the channel, the default Sender ID will be shown. Select the associated visitor countries. We have 1 Sender ID which will be selected as the default Sender ID for all locations and we can add more Sender IDs country-wise. The SMS pre-filled message is nothing but the keyword or phrase that you want your visitors to start a conversation with, for instance, ‘Hi’, ‘Hello’, etc.
5. For WhatsApp, there is no associated visitor countries selection option. The WhatsApp pre-filled message is nothing but the first keyword that you use to start your conversation, for instance, ‘Hi’, ‘Hello’, etc.
6. Enter a greeting message that you want to be displayed to the user with the conversive button
7. Under the ‘Publish Your Button’ section, enter the domain for the embedded script. The domain is nothing but the website where conversive buttons will be hosted. If the main domain URL is added, sub-domains will be covered under it, and the button script can be embedded into sub-domain page URLs.
8. The ‘Display’ drop-down indicates on what all devices the conversive button will be displayed, for instance, Desktop, Mobile, or Desktop and Mobile.
9. After entering details in all fields, click on the ‘Generate Script’ button. Once the script gets generated, the user needs to copy and paste it into the codebase
   (HTML file like index.html). With this, the conversive buttons will be enabled at the location where the script was added to the codebase.

Advanced Settings section

Advanced Settings is an optional section, where the user can configure the button appearance, view, image, font color, brand color, size, and position.

• Click on the ‘Save’ button to save and create the conversive button.

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Every text messaging initiative geared to drive sales typically would begin with a bulk messaging activity. You may need to address a group of people within a geographic region or community and send out a bulk message to all or a few of them from the list. Salesforce Experience Cloud users can trigger automated and bulk messages using list view and reports. 

To send automated bulk messages using list view and reports to a few or all contacts, follow the below steps:

• Login to Salesforce using valid credentials
• From the ‘Search’ field, search for Contacts, as shown in the image below:

• On the Contacts page, select the ‘All Contacts’ option as shown below:

• Select the contacts to whom you want to send a bulk message and click on the ‘Send Bulk Message’ button on the right, as shown below:

• The following window will appear with all selected contacts. Here you can compose your bulk message and send it to all selected contacts.

• Before sending the message, you can preview it and also check if a particular contact has opted out. If yes, the message will not be sent to them. This enables you to edit the contacts before sending them a message.

Converse Desk 

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.
For more details on how to use the Converse Desk, refer to the detailed guide.

Campaign Manager

The Campaign Manager is an add-on package to the SMS-Magic Converse app on Salesforce that allows you to run campaigns with standard Salesforce List View and Reports using converse templates. The Campaign Manager supports Salesforce Experience Users who can run campaigns with content provided by the business. 
To know more about how to use the Campaign Manager, refer to the detailed guide.

Converse Templates

The Converse Template is a library of all the templates created for different purposes across multiple channels such as SMS, WhatsApp, Facebook Messenger, and Line. It helps you to easily manage and organize all templates that are necessary to conduct messaging campaigns. SMS-Magic helps Salesforce Experience users create their own templates before they decide to use them on 1-1 or bulk messaging. 

To know more, refer to the detailed guide.   

Ans:- The LINE provider is the entity that offers the app for your channel. For example, you can use your own name or the name of your company or business as the provider. You can create providers in the LINE Developers Console.

The LINE Channels a communication path for using the functions provided by the LINE Platform in the services developed by the provider. You can create channels in the LINE Developers Console. Channels must have a name, description, and icon image.

Q.2. What is a LINE user ID?

Ans:- It is a unique identifier for users. Note that the user ID is only unique to an individual provider. The same LINE user will have a different user ID for different providers

• The value is generated by the LINE Platform, not by a user 
• This is different from the LINE ID on LINE used to search for friends
• Different user IDs are generated based on the provider of the channel 
• As long as channels have the same provider, regardless of whether the channel is for LINE Login or Messaging API, the same user ID is used for the users of the channels
• The user ID value is a string that matches the regular expression, U[0-9a-f]{32}

Q.3. How many channels can I create?

Ans:- LINE Developers Console allows developers to create up to 100 channels per provider.

Q.4. Does SMS-Magic Converse support send messages on LINE using Media Message Templates, Carousel, button templates?

Ans:- Right now, we only support free text messages, text templates, and media messages. We do not support Media Message Templates, Carousel templates, and button templates. But it is in our roadmap. We will update you once we start supporting it.

Q.5. Does SMS-Magic support language translation of LINE templates used for sending messages internationally?

Ans:- SMS-Magic, as well as LINE, do not take care of language translation. You will have to format messages into respective languages before using them via SMS-Magic.

Q.6. What is the maximum MMS file size supported for LINE Messaging?

Ans:- Maximum media file size supported over Line is 1 MB. We support only media messages of type Image, Video, and Audio, etc.

Q.7. How do I get to know the delivery status of a message sent on LINE?

Ans:- LINE only provides read receipts inside the LINE Official Account Chat Console. This information is not provided to business messaging platforms connected via API. So you won’t be able to know the delivery status of messages sent via SMS-Magic.

Q.8 Will we be able to initiate an outgoing message to an unknown subscriber via LINE?

Ans:- No. You can only initiate an outgoing message via LINE in response to a user-initiated message to your LINE  business channel.

Q.9 Is office hours/Business hours configured at the account level applicable for messages sent on the LINE  channel?

Ans:- No, it will not be applicable.

Q.10 Is LINE 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 developer’s guide.

Q.11 Can we schedule LINE messages?

Ans:- Yes.

Q 12. Is there any file size limit applicable for receiving incoming Media Messages over LINE?

Ans:- No. You will be able to receive incoming Media messages over LINE  of any size.

Q 13. Do we support broadcast messaging and narrowcast messaging over LINE?

Ans:- No. Right now we do not support broadcast messaging and narrowcast messaging. But it is in our roadmap. We will update you once we start supporting it.

As per Line Messaging Guidelines, user consent is required for the LINE Official Account to be able to access user profile information, which includes display name, profile image, status message, and user ID.

Users who add your LINE Official Account as a friend or invite it to a chat automatically consent to their profile information being obtained.

SMS-Magic Compliance with LINE

Businesses capturing the recipient’s explicit LINE opt-ins as per the LINE guidelines mentioned above can use our out of box compliance configuration feature to set up and enforce compliance checks for LINE outbound messages.

Note:

1.Whenever a LINE  user will add your Business LINE Official Account as a friend or invite it to a chat, SMS-Magic captures this ‘follow’ request by the LINE user, and our out-of-box compliance feature will automatically create an opt-in consent record against the LINE user ID. You will then be able to respond to the user.

Channel Events:

• First, the Channel Events gets captured as shown in the image below. Under the ‘Message’ section, you can see whether the user has followed or unfollowed your channel.

Consent Creation:

• Then, based on the follow/unfollow status, opt-in and opt-out consent will be mapped and the Consent will get created against that channel: 

Channel event in conversation UI:

• Then the same event will be seen in the conversation UI as shown below:

2.Similarly, upon receiving the un-follow request from the user, the system will automatically create/update the consent record associated with the LINE  user.

3.System will apply a compliance check for all the LINE messages sent across all UI and non-UI sources considering the multichannel compliance configurations done at the org level.

Please click here to know detailed information on setting up Multichannel Compliance.

Ans:- The LINE provider is the entity that offers the app for your channel. For example, you can use your own name or the name of your company or business as the provider. You can create providers in the LINE Developers Console.

The LINE Channel is a communication path for using the functions provided by the LINE Platform in the services developed by the provider. You can create channels in the LINE Developers Console. Channels must have a name, description, and icon image.

Q.2. What is a LINE user ID?

Ans:- It is a unique identifier for users. Note that the user ID is only unique to an individual provider. The same LINE user will have a different user ID for different providers

• The value is generated by the LINE Platform, not by a user 
• This is different from the LINE ID on LINE used to search for friends
• Different user IDs are generated based on the provider of the channel 
• As long as channels have the same provider, regardless of whether the channel is for LINE Login or Messaging API, the same user ID is used for the users of the channels
• The user ID value is a string that matches the regular expression, U[0-9a-f]{32}

Q.3. How many channels can I create?

Ans:- LINE Developers Console allows developers to create up to 100 channels per provider.

Q.4. Does SMS-Magic Converse support send messages on LINE using Media Message Templates, Carousel, button templates?

Ans:- Right now, we only support free text messages, text templates, and media messages. We do not support Media Message Templates, Carousel templates, and button templates. But it is in our roadmap. We will update you once we start supporting it.

Q.5. Does SMS-Magic support language translation of LINE templates used for sending messages internationally?

Ans:- SMS-Magic, as well as LINE, do not take care of language translation. You will have to format messages into respective languages before using them via SMS-Magic.

Q.6. What is the maximum MMS file size supported for LINE Messaging?

Ans:- Maximum media file size supported over Line is 1 MB. We support only media messages of type Image, Video, and Audio, etc.

Q.7. How do I get to know the delivery status of a message sent on LINE?

Ans:- LINE only provides read receipts inside the LINE Official Account Chat Console. This information is not provided to business messaging platforms connected via API. So you won’t be able to know the delivery status of messages sent via SMS-Magic.

Q.8 Will we be able to initiate an outgoing message to an unknown subscriber via LINE?

Ans:- No. You can only initiate an outgoing message via LINE in response to a user-initiated message to your LINE  business channel.

Q.9 Is office hours/Business hours configured at the account level applicable for messages sent on the LINE  channel?

Ans:- No, it will not be applicable.

Q.10 Is LINE 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 developer’s guide.

Q.11 Can we schedule LINE messages?

Ans:- Yes.

Q 12. Is there any file size limit applicable for receiving incoming Media Messages over LINE?

Ans:- No. You will be able to receive incoming Media messages over LINE  of any size.

Q 13. Do we support broadcast messaging and narrowcast messaging over LINE?

Ans:- No. Right now we do not support broadcast messaging and narrowcast messaging. But it is in our roadmap. We will update you once we start supporting it.

As per Line Messaging Guidelines, user consent is required for the LINE Official Account to be able to access user profile information, which includes display name, profile image, status message, and user ID.

Users who add your LINE Official Account as a friend or invite it to a chat automatically consent to their profile information being obtained.

SMS-Magic Compliance with LINE

Businesses capturing the recipient’s explicit LINE opt-ins as per the LINE guidelines mentioned above can use our out of box compliance configuration feature to set up and enforce compliance checks for LINE outbound messages.

Note:1.Whenever a LINE  user will add your Business LINE Official Account as a friend or invite it to a chat, SMS-Magic captures this ‘follow’ request by the LINE user, and our out-of-box compliance feature will automatically create an opt-in consent record against the LINE user ID. You will then be able to respond to the user.

Channel Events:

• First, the Channel Events gets captured as shown in the image below. Under the ‘Message’ section, you can see whether the user has followed or unfollowed your channel.

Consent Creation:

• Then, based on the follow/unfollow status, opt-in and opt-out consent will be mapped and the Consent will get created against that channel:

Channel event in conversation UI:

• Then the same event will be seen in the conversation UI as shown below:

• Similarly, upon receiving the un-follow request from the user, the system will automatically create/update the consent record associated with the LINE  user.
• System will apply a compliance check for all the LINE messages sent across all UI and non-UI sources considering the multichannel compliance configurations done at the org level.

Please click here to know detailed information on setting up Multichannel Compliance.

Add Sender ID

1. Add Sender ID 

• Click on the ‘Add SenderID’ button

• If you have chosen a specific country as the destination for your messages, the country selection dropdown will be disabled
• Users can select number type as ‘Long code’
• Select the Sender ID(s) from the list displayed on the page
• Click on the ‘Save’ button

2. For Destination Country= ‘All’ 

• Click on the ‘Add SenderID’ button

• If you have selected the destination country as ‘All ‘ in the Registration & Setup step from the Converse Setting considering you want to do messaging in multiple countries, the ‘Add Sender ID’ section allows you to choose a specific country; and on search, the associated country-specific Sender IDs will be displayed provided the number licenses for the selected country are available.
• You can select the Sender ID from the search result and click on the ‘Save’ button to get the Sender ID assigned.
• Repeat the same steps for the other destination countries where you want to assign Sender IDs.

3. Channel Type Assignment

On the Sender ID and Assignment section page, a table will display the ’Channel(s)’ for associated Sender ID.

To procure and assign channel-specific Sender IDs or Shortcodes or toll-free numbers, you will have to contact sales@sms-magic.com. Our support team will help you with the required information and configuration from our end. The channel type associated with the Sender ID will be reflected in the Sender ID & Assignment table.

The available channel types are:

• Whatsapp
• Facebook
• LINE

4. Channel Type Assignment in Inbox

The Sender ID selection drop-down in the conversation view should display separate rows with Sender ID & channel information.

Assigne Sender ID

• Assign Sender ID

Once you complete the steps for adding a Sender ID, you then need to assign it to the users. Click on the ‘Assign Sender ID’ tab, the following page will appear:

Here, you can see the details such as user name, email ID, default Sender IDs, and assigned Sender IDs. 

• Click on the checkbox beside the user name to select one or multiple users
• Click on the ‘Assign Sender ID(s) button. The following window will open:

• Select Sender ID, channel, or label from the ‘Sender ID’ dropdown field:

• Select the default Sender ID:

• Click on the ‘Assign’ button to assign the selected Sender ID(s)

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.

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 which 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.

We advise you to consult your attorneys before deciding on choosing your consent options.

You can initiate and respond to messages from multiple messaging sources. As each message has a specific purpose, the need to ensure that consent is received for those messages prior to sending them, is therefore critical.

For example, while sending automated messages or sending messages to multiple recipients, it is mandatory that you receive an opt-in request first. This helps to ensure that your marketing efforts generate positive results.

While sending one-to-one messages, you will not be able to send messages to customers who have explicitly opted-out of your communication strategies.

SMS-Magic Converse helps you configure the consent method that is needed to send messages through different interfaces. This is a recommended best practice that all users should follow.

The interfaces that you can configure with these consent methods can be categorized based on the type of messages that they are used for sending. The consent method can be selected from the drop-down list placed below each category name.

These are as follows:

Automated Conversations – All sources such as Converse Apps and Flows help you send automated messages.

Bulk Conversations – All sources such as  Record list view, Campaign Managers, reports, and Salesforce Campaigns that help you send bulk messages.

Interactive Conversations –  All sources such as the Send Message window in Converse Desk, Converse Inbox, and Record View help you send one-to-one messages to a single customer.

There are two options for defining what you are obtaining the consent for:

1. Source Type – You can define if the source requires prior consent or not. For example, you might not require consent for sending an emergency message. Another scenario is that you might not be required to use SMS-Magic Compliance Center because you have built your own compliance center. So you can choose, “Consent Not required”.

2. Content Type – Content type opt-ins are useful in ensuring that you can continue sending messages to customers for a specific type of content. 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.  

2. To create consent for source

In Consent for Source, click on the drop-down list beneath the relevant message interface name to select the consent mode.

Refer to the following table for details.

3. To create consent for Specific Content

1. In the Consent For Specific Content section, click on the Create New button

2. Enter the details to create a new content type. Refer to the following table for more details on individual fields.

3. Click on the Next button. The ‘Configure’ section appears to help you add the Sender ID and keyword configurations for the new content type.

4. Enter the keyword configurations for the new content type. Refer to the following table for more details on individual fields.

5. Click on the Validate & Next button. The opt-out instructions section appears.

6. Select opt-out settings from the option to add an opt-out instruction to your message. Refer to the table for more details.

7. Select the ‘Consent Expiry’ settings from the options given

8. Click on the Save button. The new message type appears on the ‘Content Type’ table.

9. Once the content type configuration is created, you will have to first update the status of the content type created as ‘Active’.

10. Once the content type status is updated to Active, then only you be able to associate templates to it. You can click on the ‘View’ option under the templates column in the Content Type table and add a template to associate it with the content type. Alternatively, you can also associate a template with content type by editing the template in Converse Template.

4. To edit a Content Type

1. On the content type page, click on the arrow next to the content type you want to edit. A drop-down menu appears.

2. Click on the Edit button. The Edit Content Type popup window appears.
3. Modify the fields as per requirements
4. Click on the Save button

5. To Delete a Content Type

1. On the Content Type page, click on the arrow next to the content type that you want to delete. A drop-down menu appears:

2. Click on the Delete button.The Delete Confirmation pop-up window appears.3. Click on the Confirm button. The Content Type Configuration is deleted.

To comply with industry standards, you must respond to keywords for HELP & STOP. Any user who opts-out using the STOP keyword must be added to an opt-out list (blacklist) and must not be sent any further messages until or unless they opt-in again. You can configure mandatory keywords for the three keyword types provided. These are:

• 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 the opt-out keyword type, they will be opted out or blocked from receiving messages for all campaigns and other activities. You cannot send any more 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.

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.

2. To Configure Compliance Keywords:

1. Click on the Edit button 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.

2. Enter the following details to add keyword configuration

3. Click on the Save Changes button. The Keyword Management section appears.

4. In opt-out instructions, click on the Change button next to the pre-configured instruction. The opt-out instructions popup window appears.

Opt-out instructions are as follows:

5. Click on the Save button. The opt-out instructions, if added, appear as shown.

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.

• Messenger opt-out: immediately respect all requests (either on Messenger or off) by people to block, discontinue, or otherwise opt-out of your using Messenger to communicate with them.

• Do not use Message Tags to send promotional content or other advertising, marketing, or solicitations including but not limited to the promotion of goods or services; to upsell; communicate new product announcements; request donations; send daily deals, coupons, discounts, or sale announcements; to send polls or user questionnaires. The use of tags outside of the approved use cases below may result in restrictions on the page’s ability to send messages.

• Pages may not facilitate person-to-person messaging, relays, or interactions that mask user identities from each other without giving individual users the ability to block other users within the messaging experience

• Sending spam as defined in Facebook Community Standards is not allowed. This includes behavior creating bots either manually or automatically, at very high frequencies; buying or selling feature privileges; facilitating or encouraging inauthentic behavior; failing to deliver promised experiences; directing users off of Facebook via deceptive or malicious URLs; and other substantially similar behavior designed to deceive or mislead users.

• Don’t use Messenger to facilitate direct conversations between people and healthcare providers or to send or collect any patient data obtained from healthcare providers

• Don’t share or ask people to share individual payment card, financial account numbers or other cardholder data within messages

Businesses should adhere to the above guidelines in order to be compliant with Facebook’s terms. Failing to do so may result in restrictions on the page’s ability to send messages or may also lead to legal action from Facebook.

When a sales or marketing user is trying to send a message using Sender ID tagged to the Facebook channel, the system will check whether the recipient is falling inside or outside of Facebook’s 24 hr active window based on “When was the last incoming Facebook message received from him”:

• Inside Facebook’s active window- if the difference between current time & last Facebook incoming message received time is less than 24 hrs
• Outside Facebook’s active window- if the difference between current time & last Facebook incoming message received time is more than 24 hrs
• If the recipient falls inside a 24 hr active window, the system will allow you to send messages using free text or any template tagged with the Facebook channel
• If the recipient falls outside a 24 hr active window, the system will allow you to send messages using only the MTM templates. You won’t be able to send messages using free text or non-registered templates.

Also please note that, while sending interactive messages, if you select ‘Record Owner’s senderID’ from the Sender ID drop-down list, you will be able to select templates that are tagged with SMS channel and messages would be sent on SMS channel by default. Your MoC configured phone fields and Sender ID’s must belong to the same channel to avoid message sending failure.

2. Automated Messaging

Users would be able to initiate automated messaging with Facebook channels using Converse apps by adding templates, creating action/message flows & associating them with respective process builder triggers.

Also please note that, while creating message flows if you select ‘Record Owner’s senderID’ from the Sender ID drop-down list, you will be able to select templates that are tagged with SMS channel and messages would be sent on SMS channel by default. If you select ‘Auto’ from the Sender ID drop-down list, you will be able to select templates that are tagged with all channels, and messages would be sent on the same channel where the keyword is received. Your MoC configured phone fields and Sender ID’s must belong to the same channel to avoid message sending failure.

• If a user is trying to create an ‘Auto Reply’ message flow in converse apps using Sender ID tagged to a Facebook channel, the system will allow him to enter free text or any template tagged with the Facebook channel.

• If users are trying to create an ‘Automation’ or ‘Notification to user’ message flow in converse apps using Sender ID tagged to a Facebook channel, the system will allow them to use only MTM templates in the message flow. They won’t be able to enter free text or select a non-registered template in the message flow.

3. Bulk Messaging

As per Facebook Messenger Platform Policy and guidelines mentioned in the further sections, sending unwanted, non-personal, or bulk messages is a violation of their Policy. Hence we recommend you to avoid sending such messages over Facebook.

Also while sending bulk messages even if you select ‘Record Owner’s senderID’ from the Sender ID drop-down list, you will be able to select templates that are tagged with SMS channel and messages would be sent on SMS channel by default. Your MoC configured phone fields and Sender ID’s must belong to the same channel to avoid message sending failure.

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.

Businesses should adhere to the above guidelines in order to be compliant with WhatsApp’s terms. Failing to do so may result in a business account getting banned or may also lead to legal action from WhatsApp.

It shows the quality of the messages your customers received in the past 24 hours. Under the Quality Rating column, there are three different quality states:

• Green: High quality
• Yellow: Medium quality
• Red: Low quality

Statuses

There are different statuses for phone numbers that refer to its connectivity:

• Pending: This is when a business first sets up a phone number that hasn’t yet been on-boarded and approved
• Connected: The phone number is online and functioning normally
• Offline: The phone number is currently not reachable by WhatsApp servers or is not otherwise online

Occasionally, a phone number may show one of two particular statuses that are related to quality and messaging limits: Flagged and Restricted.

• Flagged: This is a warned state. When the quality rating reaches a low (red) state, the phone number is moved to a Flagged status. If the quality rating improves to a high (green) or medium (yellow) state over 7 days, the phone number will return to a connected status. If the quality rating does not improve within 7 days, the number will still return to a connected status but with a lower messaging limit imposed on it.
• Restricted: Phone numbers that reach their messaging limit are moved to a restricted state. During a Restricted state, the number will be unable to send any notification messages until the 24-hour window for sending messages is reset. They can still respond to any messages initiated by users.

To maintain high quality, WhatsApp recommends the following:

• Make sure messages follow the WhatsApp Messaging guidelines
• Only send messages to users who have opted to receive messages from your business
• Make the messages highly personalized and useful to users. Avoid sending open-ended welcome messages or introductory messages.
• Be mindful of messaging frequency, avoid sending customers too many messages a day. Be thoughtful of informational messages, optimizing for content and length.

When a sales or marketing user is trying to send a message using the Sender ID tagged to WhatsApp channel, the system will check whether the recipient is falling inside or outside of the WhatsApp’s 24 hr active window based on “When was the last incoming WhatsApp message received from him”:

• Inside WhatsApp active window: if the difference between the current time and last WhatsApp incoming message received time is less than 24 hrs
• Outside WhatsApp active window: if the difference between the current time and last WhatsApp incoming message received time is more than 24 hrs
• If the recipient falls inside a 24 hr active window, the system will allow you to send messages using free text or any template tagged with the WhatsApp channel
• If the recipient falls outside the 24 hr active window, the system will allow you to send messages using only the MTM templates. You won’t be able to send messages using free text or non-registered templates.

Also note that, while sending interactive messages, if you select ‘Record Owner’s senderID’ from the Sender ID drop-down list, you will be able to select templates that are tagged with SMS channels and messages would be sent on SMS channels by default. Your MoC configured phone fields and sender IDs must belong to the same channel to avoid message sending failure.

2. Automated Messaging

Users would be able to initiate automated messaging with WhatsApp channels using existing features of the Converse apps by adding templates, creating action/message flows, and associating them with respective process builder triggers.

Also note that, while creating message flows if you select ‘Record Owner’s Sender ID’ from the Sender ID drop-down list, you will be able to select templates that are tagged with SMS channels and messages would be sent on SMS channels by default. If you select ‘Auto’ from the Sender ID drop-down list, you will be able to select templates that are tagged with all channels and messages would be sent on the same channel where the keyword is received. Your MoC configured phone fields and Sender IDs must belong to the same channel to avoid message sending failure.

• If users are trying to create an ‘Auto Reply’ message flow in the Converse apps using Sender ID tagged to a WhatsApp channel, the system will allow them to enter free text or any template tagged with WhatsApp channel

• If a user is trying to create an ‘Automation’ or ‘Notification to user’ message flow in converse apps using Sender ID tagged to a WhatsApp channel, the system will allow him to use only MTM templates in the message flow. The user won’t be able to enter free text or select a non-registered template in the message flow. 

3. Bulk Messaging

As per WhatsApp Business Terms of Service and guidelines mentioned in the further sections, 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.

Also while sending bulk messages even if you select ‘Record Owner’s Sender ID’ from the Sender ID drop-down list, you will be able to select templates that are tagged with SMS channels and messages would be sent on SMS channels by default. Your MoC configured phone fields and Sender IDs must belong to the same channel to avoid message sending failure.

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.

To select your Primary Country of Operation where you would want to send messages:

1. In the Coverage section, select the country from the Primary Country list.

2. Click Yes in the Confirm Selection pop-up window.

3. Click Go to Next Step.

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. SMS Magic has created an extensive framework which serves as a guideline for you to define:

• Who are you messaging?
• What you are messaging and obtain specific consent for that content?
• How you are obtaining Consent?

There are several considerations in choosing your consent options. We advise you to consult your attorneys before deciding on the messaging consent.

• Choose a Consent Database
• Methods Of Input
• Configure Audit Database
• Configure Consent Method and Content
• Create Consent for Source
• Create Consent for Specific Content
• Edit Content Type
• Delete Content Type
• Configure Double Opt-In
• Create Double Opt-In Configuration
• Configure Keywords
• Configure Compliance Keywords

Choose a Consent Database

The applicable laws like TCPA and GDPR make it mandatory to obtain consent and keep records in a readily available audit database which can be used as evidence in case of a dispute. This database of Consent records needs to be maintained for 4 years (as per GDPR) from the date of its creation. 

With SMS Magic you can choose how you obtain and maintain or record your consent. You can choose to get a blanket consent for sending any legally possible Content or get a specific Consent. For example, 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 following methods:

• Mobile Number Only – You Opt-in to have a blanket yes or no consent for any recipient
• 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.
• Mobile, Sender ID, and Content Type – You choose to do specific consent based on Content Type.

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. 

You can define consent record parameters in the following four possible combinations:

Methods Of Input

Consent is captured through text messaging, paper forms, emails or web forms. All these varied methods of input can be categorized under three areas. These are as follows:

Mobile – You can print the mobile numbers on billboards, posters or print ads in order to encourage customers to share their consent for receiving updates on your products and services. When customers send in their consent through these numbers, the input source is recorded as Mobile. 

Online – All Web forms or partner sources sending in new lead information are considered as valid sources for collecting consent. However, it is recommended that you provide explicit instructions to customers to perform a specific action (like selecting a checkbox or clicking a Submit button) in order to submit their consent. Once submitted the database can record the input source as Online.

Offline – All physical forms like contracts or other paper forms can also be used to collect consent requests. Even for physical forms, you need to mention the specific action the customer needs to perform in order to send in their request. All requests collected through paper forms need to be added in the consent database with its input source as Offline.

Consent once captured in the consent database needs to mention the input source that has been used to collect it. Create a Comments field in the Consent object that will capture information on the input source for collecting the consent.
Similarly, the lead or Contact object record also needs to be updated with a custom field that will comprise details on how the record is being created. This is a recommended practice for maintaining the audit details.

To Configure the Audit Database:

1. In Consent Record Setting, select the relevant parameters to define consent records.

2. In Keep Audit Report as Object, click View Sample Database. A popup window appears displaying a sample database.

3. Enable the Allow users to manually Add/Edit Consent Records option if you want to allow Agents to add consent records manually. 

4. Click Next.

Configure Consent Method and Content

You can initiate and respond to messages from multiple messaging sources. As each message has a specific purpose, the need to ensure that consent is received for those messages prior to sending them, is therefore critical.

For example, while sending automated messages or sending messages to multiple recipients, it is mandatory that you receive an opt-in request prior to sending. This helps to ensure that your marketing efforts generate positive results.

While sending one-to-one messages, you will not be able to send messages to customers who have explicitly opted-out of your communication strategies.

SMS-Magic Converse helps you configure the consent method that is needed to send out messages through different interfaces. This is a recommended best practice that all users should follow.

The interfaces that you can configure with these consent methods can be categorized based on the type of messages that they are used for sending. The consent method can be selected from the drop-down list placed below each category name. These are as follows:

Automated Conversations – All sources like Converse Apps and Process builders that help you send automated messages.

Bulk Conversations – All sources like Record list view, Campaign Managers, reports and Salesforce Campaigns that help you send bulk messages.

Interactive Conversations –  All sources like the Send Message window in Converse Desk, Converse Inbox and Record View that help you send one-to-one messages to a single customer.

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 example,  you might not require consent for sending an Emergency message. Another scenario is that you might not be required to use SMS Magic Compliance Center because you have built your own compliance center. 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.  

To Create Consent for Source:

1. In Consent for Source, click the drop-down list beneath the relevant message interface name to select the consent mode. Refer to the following table for details.

To Create Consent for Specific Content:

1. In the Consent For Specific Content section, click Create New.

2. Enter the customer details to create a new content type. Refer to the following table for more details on individual fields.

3. Click Next. The Configure section appears to help you add the Sender ID and keyword configurations for the new content type.

4. Enter the keyword configurations for the new content type. Refer to the following table for more details on individual fields.

5. Click Validate & Next. The Opt-out Instructions section appears.

6. Enter the following details to add an opt-out instruction to your message. Refer to Table for more details.

7. Click Save. The new message type appears on the Content Type table.

To Edit a Content Type:

1.  On the content type page, select next to the content type you want to edit. A drop-down menu appears.

2. Click Edit. The Edit Content Type popup window appears.

3. Modify the fields as per requirements. Refer to the following table for more details.

4. Click Save.

To Delete a Content Type:

You can delete a content type only when it is not associated with a consent record.

1. On the Content Type page, select next to the content type you want to delete. A drop-down menu appears. 

2. Click Delete. The Delete Confirmation pop-up window appears.

3. Click Confirm. The Content Type Configuration is deleted.

Configure Double Opt-in

Many times businesses obtain consent to send messages via Web forms, emails or offline methods like contracts. Many industry bodies and associations like the TCPA recommend confirming the Opt-in via handset by sending an explicit SMS asking to confirm or at least notify the recipient that they are subscribed to the text message service from your business. 

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. 

The consent collection process can be automated. You can set up a process builder so that whenever a new lead is created you will be able to create a new record in the consent database.

This section helps you create the configuration for double opt-in or confirmation messages for opt-ins via manual or online forms. All consent will be captured based on these configurations.

To Create a Double Opt-in Configuration:

1. In Double Opt-in & Others, click Create Configuration. The Create New Configuration screen appears.

2. Enter the details as required. Refer to the following table for more details.

3. Click Validate and Save. The Double-Opt In screen appears.

• Click the Down icon next to the double opt-in record you want to view and click View Details from the dropdown list.
• Click the Down icon next to the double opt-in record you want to remove and click Delete.

Configure Keywords

To comply with industry standards, you must respond to keywords for HELP & STOP. Any user who opts-out using the STOP keyword must be added to an opt-out list (blacklist) and must not be sent any further messages until or unless they opt back in. You can configure mandatory keywords for the three keyword types provided. These are:

• 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 the Opt-out keyword type, they will be opted out or blocked from receiving messages for all campaigns and other activities. You cannot send any more 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.

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.

To Configure Compliance Keywords: 

1. 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.

2. Enter the following details to add keyword configuration.

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

4. In Opt-out instructions, click Change next to the pre-configured instruction. The Opt-out Instructions popup window appears.

Opt-out instructions are as follows:

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

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).

• 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).

1. Who you are messaging (Customers, Prospects)
2. What you are messaging and obtain specific consent for that content (Type of messages or Content)
3. How you are obtaining the Consent (using different methods) 

There are several considerations in choosing your Consent options. Consult our 3 Keys to Messaging Consents for a guideline. We advise consulting your attorneys before deciding on the Messaging consents.

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).

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).

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).

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

You get a free 14-day trial and option to purchase the best plan suited to your business needs. Let me help you choose the best plan for you.

Trial Steps

First, install the SMS magic converse app on salesforce with the installation link in the first section and then set up the app in converse settings. You will have to register with SMS Magic before opting for trial. Post-registration step, you get “Start your Conversation” and “Grow your conversation” plans trial for 7 days each. You may switch your trial in between the trial period which starts from the day you register with SMS magic. Go to converse Home to see manage your plans. 

Available plans are Start your Conversations, Grow your Conversations and Custom Plans

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.

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.

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.

For information about the feature available in each plan, see Pricing and Plans.

To buy a subscription plan:

1. Log in to SMS-Magic Converse.


2. Click Buy Plan. The Pricing and Plan page appears.
   
   The following scenarios enable you to buy plans:

   • If you have a trial plan running.
   • If you have a plan for which the trial period has expired.

   You can also extend the trial if you do not wish to upgrade immediately and want to continue with the trial plan.

3. Click Upgrade Plan if you wish to move to an advanced plan. The Pricing and Plan page appears





4. Select the Country where your business is located in and CRM for which you want to purchase the subscription from the Country and CRM drop-down menus respectively on the right.
5. Click Bill Monthly to choose a monthly plan or Bill Annually to choose an annual subscription plan. The pricing details appear.
6. Click See All Plan Comparison. The Plan comparison details appear.
   Refer to the Pricing Plan Comparison Chart for more details.





7. Under the preferred plan, click Buy Now. The checkout page appears.
   Buying Subscription plans from Converse Home option is available only for Start and Grow plans. For all Custom Plans, you need to contact your Account Manager.

   

8. On the checkout page, view the plan details and select the following feature Add-ons based on your business requirements:
   Click Change Plan, if you want to opt for some other plan. The Pricing & Plans page appears to help you choose a new plan.
   • Message Credits – You can include additional message credits to increase the default credits assigned to your plan.
   • Phone Numbers – You can assign additional phone numbers to your existing plan.
   • Basic User License – You can add basic user licenses. This is useful for Start Plan users who can purchase only the required number of basic user licenses and not the entire plan.
   • Power User License – You can add power user licenses. This is useful for Grow Plan users.
9. Click Checkout Now. The SMS-Magic login page appears.





10. Log in with your relevant CRM subscription/Portal ID or sign up if you do not have an existing Portal subscription.
11. Click Sign in and Check Out. The Select Payment Method page appears along with the Order ID and summary on the right.





12. Review the order summary and select a payment option. The available options are:
    • Credit/Debit Card – You can add new card details if there are no existing card details provided.
    • Wire Transfer – Wire transfer details to SMS-Magic are auto-pupulated on the page. Please provide your account details to proceed.
13. Click Confirm and Pay. The Payment Success page appears.




Login to your Salesforce account and start using SMS-Magic Converse features. If you are are new to SMS-Magic, then read the user guide.

• 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.