Embedded messaging is a conversational interface or messaging entry point for your business. 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 points to your emails, web pages, hoardings, pamphlets, and much more. Enable direct and personal conversations when your prospects and customers need you the most, i.e. 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.

You can create new templates, edit existing templates, change a template owner, and attach a template to an object. Also, it is easy to add merge fields to the templates in order to personalize each of the outgoing messages.

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

• 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:

• A message saying, ‘All the buttons created by you will appear here. Click on Create New to create a new button’, will be displayed, as shown below:

• 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

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.

• You can edit, deactivate/activate the conversive buttons that you create. Once the button configuration details are edited, the changes will reflect on the website within a minute or so. Also, once you deactivate a button, it will not be visible on the website.

Note: The changes you make will be reflected within the same script, so there is no need to replace the script.

Once the conversive button is created, users will be able to see it on their Mobile, Dekstop, or Desktop and Mobile.

Once you select the channel, let’s say SMS, you will get an option to send a message or scan the QR code to begin the conversation on the selected channel, as shown in the image below:

If you select WhatsApp channel, you get an option to use WhatsApp Web or scan the QR code to begin your conversation.

All the buttons that you create will appear on the home page, as shown below:

• You can edit, deactivate/activate the conversive buttons that you create. Once the button configuration details are edited, the changes will reflect on the website within a minute or so. Also, once you deactivate a button, it will not be visible on the website.

Note: The changes you make will be reflected within the same script, so there is no need to replace the script.

Once the conversive button is created, users will be able to see it on their Mobile, Dekstop, or Desktop and Mobile.

Once you select the channel, let’s say SMS, you will get an option to send a message or scan the QR code to begin the conversation on the selected channel, as shown in the image below:

If you select WhatsApp channel, you get an option to use WhatsApp Web or scan the QR code to begin your conversation.

While creating the conversive buttons, businesses can select the channels that they want their visitors to see on their business website and tag numbers to these channels. Once the business embeds the script into their website pages, the conversive buttons appear the website, as shown in the image below:

Receiving Enquiries

Consumers/visitors scan the QR code to initiate an enquiry

When a visitor lands on the business website, they will be shown the channel buttons (SMS, Website, Web Chat in this case). Visitors then need to click on the specific channel button to scan the QR code. If the visitors are opening it from their mobile device, it would directly open the SMS or WhatsApp application and pre-populate a text that they will have to send to initiate the conversation.

• Click on the WhatsApp button to receive the QR code which needs to be scanned from the mobile device, as shown in the image below:

• Click on the SMS button to receive the QR code which needs to be scanned from the mobile device, as shown in the image below:

• To initiate a conversation over a Web Chat, click on the Web Chat button and they will receive a welcome message, as shown below:

Note: The conversational flow is designed in the SMS Magic context and can be customised as per the business requirements.

A green dot, indicating a visitor’s activity status, appears in real-time on Converse Desk during bot-enabled conversations initiated by the visitor.

• Once the visitor selects the appropriate option and answers a few questions, the Bot captures some basic information about the lead, as shown in the image below:

• Businesses can capture this information and also add it to the nurture campaigns. The user has to then select a product to proceed:

• Once a product is selected, the FAQ Bot will come into picture. This is the point where the visitor can initiate their conversation / ask queries.

Consumers/visitors request to ‘talk to a human agent’

Consumers/visitors can also request to talk to a human agent to better clarify their doubts.

Here, as you can see, you can simply send a message ‘I want to talk to agent’ to initiate a conversation with a live agent.

As you can see, you will get a ‘Handoff Requested’ notification in the inbox

Responding to Enquiries

Business users view the messages received and identify agent responses VS bot responses

Once the visitor initiates a conversation by selecting a product and asking a query, the Bot will respond with the pre-configured answers, as shown in the image below:

While the conversation continues on the Web Chat, the business users can see the messages that are synced in the business CRM, as shown in the image below:

If you open a particular chat thread, you will be able to see the messages received and the responses sent, as shown in the image below:

With this, the business users can always remain in sync with the communication history of each contact. They can also identify the responses that are sent by the human agent and those sent by the Bot.

Business users take over conversations from a Bot when needed

Business users can take over the conversation from a Bot when needed by disabling the Bot and directly connect with the agents to respond to the queries. When the agent turns off the Bot, the visitor can directly interact with a human agent and ask their query.

Business agents respond to enquiries

The message will be received in the Converse Desk Inbox. The agents can simply respond as shown below:

As you can see above, the business user will get the response given by the human agent

1. Authorization Error

2. Salesforce Package Install

3. Unknown Error

1. Authorization Error

Reason for authorization error:

An authorization error occurs in case of OAuth failure.

Resolution:

If an authorization error occurs, users need to re-login to the customer portal via Salesforce so that OAuth details get updated

2. Salesforce Package Install

Reason for Salesforce package install error:

This error occurs when the logged-in user doesn’t have the required license to install the package.

Resolution:

Users need to connect with the admin

3. Unknown Error

Reason for unknown error:

This error occurs in case of an exception or an application error

Resolution:

Users need to connect with the support team at care@sms-magic.com for further assistance

Checklist to sign up for Salesforce Trial Account

1. Signup via the form, choose the SF environment, login to your SF.

2. Install and configure, check and resolve error(s) if any.

3. Login to SF and check the SMS Magic Converse app.

4. Confirm your account by clicking the email link. You will receive 15 message credits and 1 number credit. 

Note: Account confirmation can be done at any stage and it will not stop you from using the SMS Magic Converse trial package once it is installed and configured.

To sign-up for Salesforce Free Trial, follow the simple steps mentioned below:

Here, to sign-up, you need to enter all your details and click on the ‘Start free trial’ button. 

• Enter your first name in the ‘First name’ field
• Enter your last name in the ‘Last name’ field
• Enter your official email address in the ‘Business email address’ field
• Select the correct option from the ‘Select CRM’ drop-down. As you want to sign-up for Salesforce, select the ‘Salesforce’ option

• Select ‘Salesforce Production’ option in the Salesforce Environment field to proceed
• Select the country as ‘U.S.’ from the ‘Select country’ dropdown
• Check the Terms of Service check box
• Validate the captcha and click on the ‘Start free trial’ button

• Since the ‘Salesforce Production’ option was selected, you will be redirected to the Salesforce production login page, as shown in the screenshot above. Enter your production credentials to proceed to the SSO connection:

• Click on the ‘Allow’ button to proceed:

• In the above image, you will see that a new account is getting created and you will be asked to install and configure the Converse App. Click on the ‘Install & Configure’ button to proceed.

• Here you can see that the installation and configuration process of a particular package has started. During the process, if any errors occur, the user will be notified about the same. Once the errors are rectified, the installation and configuration process will resume from where it had stopped. Click here to know more about some of the common errors (and their resolution) that may occur during the installation and configuration process.
• While the installation and configuration process is being completed, you can browse through all menus and options like get started, message reports, analytics settings, and buy now. 
• Also, meanwhile, you can check your email inbox and confirm your account so that you can get started using the SMS Magic Converse package. The account confirmation step will not pause the installation and configuration process.

• Click on ‘Confirm and Login’ to confirm the account. You will have to confirm your account so as to receive the default number and credits.

• Once you confirm your account, you can proceed to login 
• You can go back to the page to check the status of your package installation and configuration. As you can see, the package is installed and configured successfully:

• If you are already logged in, click on ‘GoTo Salesforce’ to access your org. If you are logged out, login to your Salesforce account:

• Once you log in, you will be redirected to the following home page:

• Search for SMS Magic Converse App:

• The following home page of the converse app will appear:

• Here, you can see that you have received the default 1 phone number, 15 messaging credits, and the user licenses
• You can go to the converse settings and see that all required settings are complete and also check the licenses assigned to your user:

Common errors (and their resolution) during the installation and configuration process

Clicks on all Short Links created using SMS-Magic are tracked and the information such as time of the click, country, browser, and device type are synced to Salesforce.

A custom inbox is nothing but the list views (with custom filters/lists) created on objects. The custom inbox appears as a sub-menu of the My Inbox menu in the Converse Desk.

NOTE: Users will be able to access the Custom Inbox only when the Custom Filter checkbox is enabled in the Converse Desk Layouts sub-menu in Conversations, under Converse Settings. Whoever has access to Conversation Object, will be able to create Custom Inbox.   

Steps to use the Custom Inbox

1. Login to your Salesforce Org using valid credentials. The following page will appear:

2. Go to Converse Desk:

3. Click on the ‘Inbox’, the following page will appear:

4. As the ‘Custom Filter’ was configured and the required filters were added, you will be able to see the Custom Inbox as shown below:

5. For the custom inbox, you can create a list view as per the filter criteria that you want to set. For instance, here as you can see, the custom inbox includes list view items such as All, Last 30 days, Last 7 days, and so on. 

6. Click on the ‘New Custom Inbox’ button, the following page will appear:

7. Here you will be able to see all the conversations in the custom inbox. To create a new list view, click on the small gear icon next to the search field and then click on the ‘New’ button. The following page will appear:

8. Enter the name for the new list view and enter the list API name in the respective fields. Click on the Save button to proceed. The conversations list view page will appear. Here you need to click on the ‘Filter By Owner’ option on the right. Create a new filter and save, as shown below:

9. Once the filters are added, the list view will be updated and it will be available in the Custom Inbox. Whoever has access to Conversation Object, will be able to create Custom Inbox. 

A custom inbox is nothing but the list views (with custom filters/lists) created on objects. The custom inbox appears as a sub-menu of the My Inbox menu in the Converse Desk.

Steps to setup custom inbox for users:

1. Login to your Salesforce org with valid credentials. The following page will appear:

2. Go to ‘Converse Settings and click on the ‘Conversations’ section. The following page will appear:

3. Here, in the ‘Conversation Desk Layouts’ sub-section, click on the ‘Create New Layout’ button. The following page will appear:

4. While selecting the conversation filters, make sure that the ‘Custom Filter’ option is selected. Click on the ‘Save’ button to proceed.

NOTE: Users will be able to access the Custom Inbox only when the Custom Filter checkbox is enabled in the Converse Desk Layouts sub-menu in Conversations, under Converse Settings. Whoever has access to Conversation Object, will be able to create Custom Inbox.  

Converse Apps are automation templates that can be configured once and used multiple times using Salesforce automation like Workflows, and Flows.

The Converse Apps dashboard displays the apps created that are based on the objects configured to the application.

Prerequisites

Before using Converse Apps, the following prerequisites need to be completed:

• SMS-Magic version is 1.50 or higher
• Configure the Objects to associate with the app

Along with the Converse Desk, the Converse App helps the Campaign Manager to enable teams to run campaigns using templates (or apps). The Converse App Dashboard is as follows:

App Detail Page

You can expand Individual apps displayed on the Dashboard to view its details. The App details page is as follows:

The App details page provides you with the following information:

The App detail page enables you to perform the following actions:

1. In the SMS-Magic Converse application, click on the Converse Apps tab.

2. Click Create New App.

3. Enter a name in the App Name field.

4. Enter a short description of the app in the App Description text box. This is optional.

5. Select an object from the Object list.

6. Click Create.

Here are the prerequisites to trigger any SMS:

• Make sure your admin has configured objects on which you want to trigger SMS.
• Make sure you have required permission sets and custom settings.
• Mandatory inputs to trigger any SMS are the recipient’s phone number, your sender ID, and text message ( text/media/templates).

You can send Single and Bulk SMS from the following sources:

• Sending Message from Converse Desk – You can send new messages or reply to older messages from the Converse Desk. All messages you send will be available under the Sent folder under your Global Filter. Responses to those messages will be available in your Inbox. The My Inbox list will display all messages for which you are the conversation owner. All other conversations belonging to your organization will be available in the relevant Object folders.
• Sending Message from Record Details – You can also send a message from the object record details. The Send SMS button should be enabled for the object record.
• Sending Bulk Messages – You can run a campaign or send SMS messages to multiple recipients at a time. To start a bulk SMS distribution, you need to prepare a list of recipients, specify the Sender ID, and choose the SMS template. You can also schedule a bulk SMS to be sent at a specific time.
• Send Messages from Converse Inbox – You can also send messages from Converse Inbox displayed on the utility bar of the Home page.
• Send Messages from Converse Inbox on Record Page – You can also send messages from the object record page. All messages sent will be part of an existing conversation that the object is involved in. You can also perform various CRM actions on that conversation.
• Scheduling Bulk Messages – You can define a schedule for sending out a bulk SMS to the selected recipients at a time and day appropriate for your business. You can configure SMS to be sent out once or on a recurring frequency.

Create Media Media Message Template

• Click on the Converse Templates option to open the Templates home page, as shown below:

The Templates home page displays a list of all templates with details such as template name, template text, template type, channel, objects, content type, and last modified date. 

As and when the user scrolls down the page, new templates will appear in the list. 

As you can see in the ‘Template Text’ column, all media message templates will be identified with a small icon representing the media type (for example – audio, file, video, or image).

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

• Enter the name of the template in the ‘Template Name’ field
• Select the template category as ‘Media message’. For now, media message templates can be sent only via SMS and WhatsApp so only these two channels will be displayed.

• Select the primary object and enter the description in respective fields
• Once you select the channel, SMS or WhatsApp, it will display the supported file types, as shown in the screenshot below:

• Similarly, if you choose SMS and WhatsApp both channels, it will display the common media field that can be uploaded

Note: In case you do not have any number which is MMS enabled, you will see a note in the ‘Use for Channels’ section saying, ‘you do not have any MMS-enabled number’

• Once you enter the template text, you will be able to see the preview of the template on the screen on the right side, as shown below:

• Click on the ‘Save’ button to create your media message template

Once the media message template is created, you can go to the Converse Desk, send the message and check the message details in the Sent section.

• Select the contact and check the conversations as shown in the image below: 

• As shown in the above image, on the right, you will be able to see the preview of all the different files that can be shared in the message.

• All media message templates are indicated as MTM, as shown in the image above

Once you click on any attachment icon, you will be able to see the attachment preview. For instance, if you click on the video attachment icon, you will be able to see the preview of the video. Similarly, you can see the preview of audio, image, and other files sent in the media message templates.

Create a Rich Media Message Template

• 1.Click on the Converse Templates option to open the Templates home page, as shown below:

The Templates home page displays a list of all templates with details such as template name, template text, template type, channel, objects, content type, and last modified date. 

With Rich Media Templates, now you have the button templates in the form of CTA templates and quick reply templates, as highlighted in the image above.

CTA Templates

With the CTA templates, once you click on a button, you get redirected to a website link or a call.

Quick Reply Templates

Under this, you can have maximum up to three options. Once received on the consumer side, they can simply tap on the button and the label of the button will be send as a reply.

As you can see in the image above, in the preview, you have the button templates selected.

As and when the user scrolls down the page, new templates will appear in the list. 

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

• In the Basic Information section, enter the template name in the ‘Template Name’ field and select the primary object from the Primary Object drop-down list
• Type the description in the description field
• Select the template category as ‘Rich Media’ and select the channels from the list of channels

Note: Rich media message templates allows users to use the WhatsApp functionalities like clickable buttons and call to action buttons

• In Insert Merge Field, select the Object type and the Merge Field to personalize your template
• Click Create once all details are filled
• Once all the details are filled, you can see the preview of your template as shown in the image below:

Converse Apps are automation templates that can be configured once and used multiple times using Salesforce automation like Process Builder, Workflows, and Flows.

The Converse Apps dashboard displays the apps created that are based on the objects configured to the application.

Prerequisites

Before using Converse Apps, the following prerequisites need to be completed:

• SMS-Magic version is 1.50 or higher
• Configure the Objects to associate with the app

To Create a New Template:

1. In the SMS-Magic Converse application, click on the Converse Apps tab.

2. Click on the App to open the app details page.

3. Click Setup and select Template.

4. On the Select Templates, page click Create New.

5.In the Basic Information section, enter the template name in the ‘Template Name’ field and select the primary object from the Primary Object drop-down list

6.Type the description in the description field

7.Select the templates

Note: Now from version 1.73, you can create rich media message templates. Select the template category as ‘Rich Media’ and select the channels from the list of channels. Rich media message templates allow users to use the WhatsApp functionalities like clickable buttons and call to action buttons.

8.In Insert Merge Field, select the Object type and the Merge Field to personalize your template

9.Click Create once all details are filled

10.Once all the details are filled, you can see the preview of your template as shown in the image below:

To Create a New App:

1. In the SMS-Magic Converse application, click on the Converse Apps tab.

2. Click Create New App.

3. Enter a name in the App Name field.

4. Enter a short description of the app in the App Description text box. This is optional.

5. Select an object from the Object list.

6. Click Create.

Accessing App Navigation from other Salesforce app tabs:

In Lightning experience, when the user is using the “Sales” app, the user can search for the “SMS-Magic Converse” tab in the app launcher and access the “SMS-Magic Converse” tab within the “Sales” app without switching the current application. Similarly in Classic experience, users can access the “SMS-Magic Converse” tab from the “All Tabs” list. All tabs can be accessed by clicking on the “All Tabs” button in the main navigation.

However, if you have installed the SMS-Magic Converse v1.62 for the first time, you will land on the “SMS-Magic setup” page. All the icons and their functionalities will be enabled with their expected functionalities once the setup is over.

Available Salesforce editions: 

Professional, Enterprise, Performance, Unlimited, and Developer Editions.

The following features will be available depending on the plan that you select:

To Configure a Converse App:

1. In the SMS-Magic Converse application, click on the Converse Apps tab.

2. Click on the App to open the app details page.

3. Click Setup and select Template.

4. Configure the template and save it.

5. Click Setup and select either Automation or Bulk Campaign. You need to ensure that the app status is Active before you select Bulk Campaign.

6. Configure either the Automation action or the Bulk Campaign action.

The Converse Desk provides you with multiple features to manage your conversations. This section will elaborate on ways in which you can manage conversations and will include:

• Creating a Custom Inbox – You can group multiple conversations under a single category that can be displayed as a list. These list views can be shared with multiple users forming a shared Inbox for all the selected users. SMS-Magic Converse provides a set of default list views to help you categorize your conversations based on your requirement.
  
  You can create custom list views, also known as Custom Inbox, to meet additional requirements. You can define filters to specify how you wish to categorize conversations to be grouped under these Lists. You can change filter conditions to modify custom Inbox views.
• Assigning Conversations – You can assign any existing conversations to other users within your team if you are unable to resolve them. Once assigned, the conversations will be available in the Inbox of the assigned users for edits or modifications. You can select and assign multiple conversations to other users.
• Marking a conversation as Read or Unread – You can mark all conversations that you have recently received, as “Read”. Similarly, all existing conversations can be marked as “Unread” to ensure that they are revisited by other members in your organization if required. The current version of SMS-Magic Converse also allows you to mark multiple conversations as read or unread based on your requirement.
• Adding an Internal Note to your messages – You can add private messages to the conversations that belong to you. These notes help to act as reference notes for you in carrying forward that conversation.
• Converting Unknown Numbers to leads – You can now convert an unknown phone number to a lead. Any conversation initiated from a number that is not in your current contact list can be included in your lead database as a new lead. The existing conversation, however, will continue to reflect the unknown phone number even after you convert it into a lead. You can begin a new conversation trail with the newly converted lead.
• View Relevant Conversations – SMS-Magic Converse allows you to get a complete view of all conversations that have been created for a primary object. This includes all conversations that are created with the object’s parent records as well as those with its related records. This is known as viewing a related conversation.
  
  In other words, under Related Conversation, you can get a complete snapshot of all conversations that are related to the primary object record.
  
  For example, if you are viewing the conversation of a contact which is a child of the Account object, you will be able to view the conversations that the contact has had with other contacts in the same account as well as if there are any cases that the contact is handling within that account.  
  

UI Implementation:

Upon clicking on the ‘Sync Now’ button, all account information, licenses, Sender IDs, and plans will get synced with the SMS-Magic Platform. The user will be able to view the sync status, last sync date, and time.

If the sync fails, it will display the status as ‘Failed’, as shown in the image below:

There are three things to showcase synchronization on UI.

1. Last Sync Time
   1. Sync is always manual and Last Sync Time shows when was the last sync made. 
2. Last Sync Status
   1. If one of the Sync fails, we mark the final status as FAILED otherwise if the sync is successful, the status is shown as SUCCESS. 
3. Know More 
   1. If the sync fails, the status is shown as FAILED, and using the Know More link, you can find out the reason for the failure or the data discrepancies.

In the ‘DataSync’ (Setup → Visualforce Pages) you can see and understand the data discrepancies (if any) between the customer’s org and the SMS-Magic platform.
It gives a summary of parameters synced with the customer’s org VS those present in the platform (to help with troubleshooting)

All the objects that you have added in Message Object Configuration in the Salesforce settings are displayed in the mobile app. The corresponding list views for each object can also be accessed.

Here, the user can view all contacts saved in the ‘Contacts’ section with standard list view details such as recently viewed contacts, birthdates in the current month, new contacts saved in the week, contact list, and recently viewed contacts. You can select any of the records and send them a message. 

You can select a contact from the list and send a message, as shown in the image below:

Click on the search icon as highlighted in the above image. The following field will appear:

Here, users can search for a conversation by entering the contact number or name. Your search result will appear as follows:

You can click on the contact to view/continue your conversations.

Click on the ‘Lead’ menu as shown in the above image. The following list of leads will appear:

Click on any lead to open the details, the following page will appear:

Click on the ‘Info’ icon on the top right corner to get the CRM Details:

Here, CRM details such as Lead ID, Last name, First Name, Full Name, Title, Company, address details, contact details, Description, Lead Source, Industry, Rating, etc. can be seen.

You can send MMS messages by attaching photos, videos, or files from your mobile device or by clicking pictures. All this gives your customers a personal touch.

WhatsApp messaging is slightly different than normal text messaging, featuring two types of messages.

WhatsApp Session Message

WhatsApp Session messages are any messages sent and received in response to a user-initiated message to your business. A messaging session starts when a user sends your business a message and lasts for 24 hours in the most recently received message. You can wait for users to message to your Converse app, or you can send a Template Message to invite the user to respond. Regular text messages or media messages (i.e., any non-template messages) can only be delivered in this 24-hour active window.

WhatsApp Template Message

WhatsApp Template messages use pre-approved message templates called MTMs for outbound notifications such as delivery alerts and appointment reminders. You must use a WhatsApp Template Message if more than 24 hours have elapsed since the user last responded to you. Any other type of message will fail.

Facebook messaging is different from normal text messaging; it has two types of messages:

Facebook Session Messages

Facebook Session messages are any messages sent and received in response to a user-initiated message to your business page. A messaging session starts when a user sends your business a message and lasts for 24 hours in the most recently received messages section. Businesses will have up to 24 hours to respond to a user. Messages sent within the 24-hour window may contain promotional content. Regular text messages or media messages can only be delivered in this 24-hour active window.

Facebook Message Tags

Message tags enable sending important and personally relevant 1:1 updates to users outside the standard messaging window. Businesses are encouraged to respond within 24 hours to the user’s messages. You must use a Facebook Template with a message tag to send a message if more than 24 hours have elapsed since the user last responded to you. Any other type of message will fail.

Once you have connected your LINE channel with SMS-Magic, you will be able to send one-to-one messages or bulk messages to a single LINE recipient or multiple LINE recipients who have subscribed to your channel. You can send text, text templates, or multimedia messages of image, audio, and video with a maximum size of 1MB. Similarly, you will be able to receive those in incoming messages 

When it comes to Licensing and Messaging the user needs to upgrade to the latest Salesforce version which is of summer 21 and above. The user who wants to use LINE messaging with SMS-Magic should have a multichannel user license.

Key information visible on the list of conversation:

• Inbox- shows all messages sent and received
• Recipient name
• A snippet of the last sent or received message
• The timestamp of the last message
• New message indicator
• Waiting time – The waiting time is displayed if an agent has not replied to a message received from the customer/end-user. If the agent doesn’t reply to the customer or end recipient’s message for more than 30 minutes, then a waiting time will be displayed as shown in the image above(in red). This acts as a reminder to the agent to reply to the message. The waiting time will be displayed until the agent opens the message and replies to it. 
• Follow-up nudges- If an agent has sent a message to a customer and if the customer has not replied, the agent can follow up with them by adding a follow-up nudge to the conversation as shown in the image above(in orange). If the message is opened (whether a reply is sent or not), the follow-up nudge will disappear.

1. Click on the Options icon next to the Sender ID that you want to edit

2. Click on the Edit button. The Edit SMS Sender ID pop-up window appears:

3. Change the information as needed. Fields marked with a red asterisk are mandatory. Refer to the following table for more details on individual fields.

4. Click on the Save button

Assign Sender ID

1. Choose a Sender ID and click  and click on the ‘Assign to Users’ option:
2. The Assign to Users pop-up window appears:

3. Search a user by entering the name or email ID. Enter at least 3 characters to search for users or profiles.

4. Click on the Add button. The users or profiles are assigned to the Sender ID.

5. This user will now see the default assigned Sender ID pre-selected across messaging interfaces

Manage Notifications

This section will help you enable notifications at the Sender ID level, which will in turn help you to stay up to date whenever you receive a message.

1. Click  and click on the ‘Manage Notifications’ option to enable notification. The following window will appear:

2. In the Manage Notification pop-up window verify the pre-filled details
3. In Recipient, select the recipient who will be notified of receiving an incoming message. Refer to the following table for more details on the available options for notifying recipients.

4. Select an Email Template if you wish to use some other template in place of the default template
5. Select an Email ID if you wish to be notified through that
6. Select the ‘Enable’ option from the drop-down list in the ‘Do you want to enable Email To Text setting’ field and a new drop-down appears
7. Select an Email ID if required or continue with the default notification method
8. Click on the ‘Save’ button
9. Enable Notification on incoming using the toggle button

The above function can be managed from the Default Configuration Section when you click on the ‘Edit’ button as shown in the image below.

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.   

A customer community is a self-service portal offering support and feedback such as FAQs, documentation, articles, and discussions with other customers using a Salesforce Success Community. This helps organizations to share relevant information, increase engagement, and create an enhanced customer experience.

For example, consider an insurance provider who may create a community for their customers to get policy details, check payment dates, download receipts, pay a premium, buy a new policy, raise a claim or seek out customer support for questions, etc.

Partner Community

A partner community is an information hub especially for B2B organizations that enables resellers and sales teams to access required data and collaborate in real-time to win more deals. Here, partners can swiftly manage their business, get the required business support, learn best practices, and collaborate with Salesforce employees in a secure environment.

Some businesses use a partner community to accept and qualify leads, track revenue and manage cases. For example, consider a recruitment firm that could create a partner community for companies for recruitment. The community would provide companies an ability to create or close job openings, track the progress, schedule interviews, etc.

Employee Community

An employee community is a portal especially for HR and IT information, allowing them to connect with each other, offering them a single space for training material, shared files, schedules, searchable knowledge databases, project management, and organizational announcements or documentation.

You can add the power of consent-driven multi-channel business messaging to your Salesforce Experience Cloud and enable affiliates, partners, resellers, and vendors to:

• Converse one-to-one from your CRM
• Converse on-the-go via SMS-Magic mobile app
• Reach a wider audience with a personal touch
• Standardize and speed up conversations 

Pre-requisites

Following are the pre-requisites to enable the Bulk SMS Component on Experience Cloud:

1) Create a remote site setting that contains the Community URL. (The community URL can be found in Setup → Home → All sites).

2) Clone the “SMS Converse Conversation User” permission set and assign it to community users. In the cloned permission set:

• Give permission to smagicinteract.FetchSessionId VF Page in the permission set
• Set the checkbox “API Enable” to true. (API enable is required)

3) Make sure that the appropriate Sender ID is visible to the contact the user who will log in to the community. Sharing rule needs to be applied for objects License Type, Feature and License object.

4) Make sure that the community user has the ‘Community Power User’ license to access the UI on bulksmscomponent.

5) Make sure that the user has access to the object (e.g. Lead/Contact) to which the message is sent.

Ex – Let MOC be Lead/Contact the community user must have access to the object otherwise the user won’t be able to retrieve the object records.

Limitations:

1) Only 2000 records can be fetched from a list view on the Community

Steps to Navigate to Bulk SMS Component

Follow the below steps for Bulk Community – 

• Navigate to the builder in the salesforce community
• For bulk messaging we have created a new component BulkSMSForCommunity as highlighted in the image below
• The user just has to drag and drop that component on the required page 

Following are the pre-requisites to enable the Converse Desk Component on Experience Cloud:

1) Create a remote site setting that contains the Community URL. (The community URL can be found in Setup → Home → All sites).

2) Clone the “SMS Converse Conversation User” permission set and assign it to community users. In the cloned permission set :

• Give permission to smagicinteract.FetchSessionId VF Page in the permission set.
• Set the checkbox “API Enable” to true. (API enable is required)

3) Make sure that the appropriate Sender ID is visible to the contact the user who will log in to the community. Sharing rule needs to be applied for objects License Type, Feature and License object.

Steps to Navigate to Converse Desk

• Navigate to the builder in the salesforce community
• For converse desk messaging we have created a component Conversations View as highlighted in the image below
• The user just has to drag and drop that component on the required page

Following are the pre-requisites to enable the Converse Templates component on Experience Cloud:

1) New template creation support is added for the Experience Cloud community. The Community needs to override standard actions with a Lightning component setting enabled. 

Code changes are made to handle the navigation in the component.

Administration → Preference → Override standard actions with a Lightning component.

Steps to Navigate to Converse Templates

• Converse Template is a custom object from SMS-Magic converse
• Converse Template can be added as an object from Edit Default Navigation as shown in the following image:

Following are the pre-requisites to enable Campaign Manager Component on Experience Cloud:

1) Create a remote site setting that contains the Community URL. (The community URL can be found in Setup → Home → All sites).

2) Clone the “SMS Converse Conversation User” permission set and assign it to community users. In the cloned permission set :

• Give permission to smagicinteract.FetchSessionId VF Page in the permission set.
• Set the checkbox “API Enable” to true. (API enable is required)

3) Make sure that the appropriate Sender ID is visible to the contact the user who will log in to the community. Sharing rule needs to be applied for objects License Type, Feature and License object.

Steps to Navigate to Campaign Manager

• Navigate to the builder in the salesforce community
• For the campaign manager, we have created a component CampaignManager as highlighted in the following image
• The user just has to drag and drop that component on the required page 

With numerous benefits such as customizability, on-brand features, mobile-friendliness, SMS-Magic helps Salesforce Experience Cloud users in many ways:

• Bulk Messaging – Trigger automated and bulk messages using list view and reports 
• Converse Desk – Do 1-1 conversations with the Converse Desk
• Run campaigns using the Campaign Manager with content provided by the business 
• Converse Templates – helps community users create their own templates before they decode to use them on 1-1 or bulk messaging 

Customer Community

A customer community is a self-service portal offering support and feedback such as FAQs, documentation, articles, and discussions with other customers using a Salesforce Success Community. This helps organizations to share relevant information, increase engagement, and create an enhanced customer experience.

For example, consider an insurance provider who may create a community for their customers to get policy details, check payment dates, download receipts, pay a premium, buy a new policy, raise a claim or seek out customer support for questions, etc.

Partner Community

A partner community is an information hub especially for B2B organizations that enables resellers and sales teams to access required data and collaborate in real-time to win more deals. Here, partners can swiftly manage their business, get the required business support, learn best practices, and collaborate with Salesforce employees in a secure environment.

Some businesses use a partner community to accept and qualify leads, track revenue and manage cases. For example, consider a recruitment firm that could create a partner community for companies for recruitment. The community would provide companies an ability to create or close job openings, track the progress, schedule interviews, etc.

Employee Community

An employee community is a portal especially for HR and IT information, allowing them to connect with each other, offering them a single space for training material, shared files, schedules, searchable knowledge databases, project management, and organizational announcements or documentation.

You can add the power of consent-driven multi-channel business messaging to your Salesforce Experience Cloud and enable affiliates, partners, resellers, and vendors to:

• Converse one-to-one from your CRM
• Converse on-the-go via SMS-Magic mobile app
• Reach a wider audience with a personal touch
• Standardize and speed up conversations 

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.

We will be marking your existing templates with all channels so that you need not have to perform an additional step to use them for LINE messaging.

Messaging users can respond to support-related queries/ new inquiries from consumers and also initiate 1-1 conversations using Converse Desk. When a messaging user is trying to send a message using the Sender ID tagged to the LINE channel, the system will by default show them the templates which are tagged against the LINE channel. They can either choose to select a template or can enter a free text/attach a media file to send it to the recipient over the LINE channel.

The attachment option in the Messaging Pane will be enabled for Sender IDs which are MMS enabled. On the selection of channel-specific Sender ID in the messaging composer, respective file type and file size support will be available as supported by the channel. You can check the details of the file type and file size by hovering on the attachment icon.

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

Automated Messaging

Users would be able to initiate automated messages like reservation/appointment reminders with the LINE channel using existing features of the Converse apps by adding templates, creating action/message flows, and associating them with respective process builder triggers.

Also please 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 the 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 against ‘All channels’, and messages would be sent on the same channel where the keyword is received. Your Message Object 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’, ‘Automation’ and ‘Notification to User’ message flow in the Converse apps using Sender ID tagged to a LINE channel, the system will allow them to select any template tagged with LINE channel

Bulk Messaging

A messaging user can use the Bulk messaging feature to send out messages to multiple LINE users in one go. These messages can be promotional messages or messages with a link to a survey form to collect consumers’ feedback etc. When the messaging user is trying to send bulk messages using the Sender ID tagged to the LINE channel, the system will by default show them the templates which are tagged against the LINE channel. They can either choose to select a template or can enter a free text/attach a media file to send it to the recipient over the LINE channel.

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 the SMS channel by default. Your Message Object configured phone fields and Sender IDs must belong to the same channel to avoid message sending failure.

After completing the configuration steps, you would be able to see LINE Sender ID added into the ‘Sender ID Assignment’ table in converse settings along with the ‘Channel Type’ column showing the channel type to which the respective Sender ID belongs. While sending messages, whenever a marketing or sales user selects the value in the “From” number i.e. while selecting the Sender ID from the list, they will be able to understand Sender ID to channel tagging based on text UI identifier added in front of Sender ID as 153xenwe(LINE).

LINE Templates

When sales or marketing users are trying to send a LINE message, they will have to first select the Sender ID tagged with the LINE channel. Based upon the Sender ID selected by the user, the system will load the list of templates having respective channel tagging available in the list of templates dropdown.

LINE Outgoing and Incoming Messages

When marketing or sales users send an outgoing message using the Sender ID tagged to the LINE channel or receives an incoming message on the Sender ID tagged to the LINE channel, they will be able to see a LINE channel icon tagged with both the messages in the conversation view at the converse desk. Also, we have introduced one more column in SMS History as ‘Channel Name’ displaying the communication channel using which he will be able to identify the LINE outgoing and incoming messages in SMS History.

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.

• Text Messages – These include text templates and free text messages that you can send to any recipient.

• Media Messages – These include Media messages that you can send to any recipient as a part of the LINE message. Supported media messages include Images, Videos, Audio with a maximum size of 1MB (This file size limit is imposed with the LINE channel and not SMS-Magic).

• Unverified Accounts –

Unverified LINE Official Accounts have grey badges. They are only searchable in-app via a LINE Official Account ID (Example – @153xenwe). All accounts come out of the box with a basic ID, a random string generated by LINE. This account type can be used by both individuals and corporations. The basic features are the same as verified accounts and this account type can be upgraded to any plan tier at will.

• Verified Accounts –

Once this account is reviewed by LINE, the account will receive a blue account badge and will appear in searches with the LINE app. Verified Accounts can be created when signing up for a LINE Official Account. However, they are only available in LINE’s four key markets. They have a blue badge and are searchable via Display Name or User ID, making them much easier for users to find.

• Premium Accounts-

Premium Accounts have a green badge, but there is no process for applying. We believe LINE upgrades large accounts on its own. Once this account is reviewed by LINE, the account will receive a green account badge and will appear in searches within the LINE app. When applying for verification, select accounts may be awarded this status but the criteria are undisclosed.

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.

LINE charges USD 12 per year for a Premium ID and you can upgrade at any time. You can upgrade to a Premium ID in the LINE Official Accounts platform. But note that Premium IDs are not available in the USA, Singapore, and EU

You can access this option by logging in to the Line official account manager console and navigating to Navigate to Settings > Activity and Billing > Premium ID as shown below

If a LINE user is already chatting with companies through their LINE Official Accounts, they will likely search for your company in-app when they want to chat with you. This process works slightly differently with Unverified, Verified, and Premium Accounts.

• Unverified Accounts are only searchable by their ID (Example – @153xenwe), so a LINE user will have a hard time finding accounts with a Basic ID. If your company name is available as a Premium ID even Unverified accounts can become fairly searchable.

• Verified & Premium Accounts are searchable by display name and ID. Premium accounts do have one advantage though. Customers have to add the LINE Official Account as a LINE friend before they can message it. This will add companies’ posts to their feed.

Chat Links, QR Codes & Website Buttons

The easiest way of getting existing customers to message you first is to use a QR Code, Chat Link, or Website Button. QR Codes work best in physical locations like retail stores while chat links can be used in emails and other communications.

Chat links & QR Codes can be retrieved from the LINE Official Accounts Platform. Login to LINE  Official Account Manager using your LINE credentials and then navigate to the ‘Gain Friends’ section from the left side panel as shown below. Here you can get your chat link, QR code, and website button link, etc.

When using the chat link on mobile, users will be taken directly to your LINE Official Account inside the LINE app. While on the desktop, users will be taken to a page where they can scan a QR code with their LINE app.

LINE also provides embeddable buttons for your website. These work exactly like chat links.

We will be marking your existing templates with all channels so that you need not have to perform an additional step to use them for LINE messaging.

Messaging users can respond to support-related queries/ new inquiries from consumers and also initiate 1-1 conversations using Converse Desk. When a messaging user is trying to send a message using the Sender ID tagged to the LINE channel, the system will by default show them the templates which are tagged against the LINE channel. They can either choose to select a template or can enter a free text/attach a media file to send it to the recipient over the LINE channel.

The attachment option in the Messaging Pane will be enabled for Sender IDs which are MMS enabled. On the selection of channel-specific Sender ID in the messaging composer, respective file type and file size support will be available as supported by the channel. You can check the details of the file type and file size by hovering on the attachment icon.

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

Automated Messaging

Users would be able to initiate automated messages like reservation/appointment reminders with the LINE channel using existing features of the Converse apps by adding templates, creating action/message flows, and associating them with respective process builder triggers.

Also please 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 the 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 against ‘All channels’, and messages would be sent on the same channel where the keyword is received. Your Message Object 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’, ‘Automation’ and ‘Notification to User’ message flow in the Converse apps using Sender ID tagged to a LINE channel, the system will allow them to select any template tagged with LINE channel

Bulk Messaging

A messaging user can use the Bulk messaging feature to send out messages to multiple LINE users in one go. These messages can be promotional messages or messages with a link to a survey form to collect consumers’ feedback etc. When the messaging user is trying to send bulk messages using the Sender ID tagged to the LINE channel, the system will by default show them the templates which are tagged against the LINE channel. They can either choose to select a template or can enter a free text/attach a media file to send it to the recipient over the LINE channel.

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 the SMS channel by default. Your Message Object configured phone fields and Sender IDs must belong to the same channel to avoid message sending failure.

After completing the configuration steps, you would be able to see LINE Sender ID added into the ‘Sender ID Assignment’ table in converse settings along with the ‘Channel Type’ column showing the channel type to which the respective Sender ID belongs. While sending messages, whenever a marketing or sales user selects the value in the “From” number i.e. while selecting the Sender ID from the list, they will be able to understand Sender ID to channel tagging based on text UI identifier added in front of Sender ID as 153xenwe(LINE).

LINE Templates

When sales or marketing users are trying to send a LINE message, they will have to first select the Sender ID tagged with the LINE channel. Based upon the Sender ID selected by the user, the system will load the list of templates having respective channel tagging available in the list of templates dropdown.

LINE Outgoing and Incoming Messages

When marketing or sales users send an outgoing message using the Sender ID tagged to the LINE channel or receives an incoming message on the Sender ID tagged to the LINE channel, they will be able to see a LINE channel icon tagged with both the messages in the conversation view at the converse desk. Also, we have introduced one more column in SMS History as ‘Channel Name’ displaying the communication channel using which he will be able to identify the LINE outgoing and incoming messages in SMS History.

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.

• First, create a LINE account through a mobile app
• If you already have a LINE account, skip to Enabling the LINE Messaging API
• After having signed up with your phone number, you have two options to login; either activate your account using email registration or login using the QR code supplied by LINE.” 
• Go to the settings (see screenshot below) > account and click on “Email registration”
• Enter your email address and password and click on the “Register” button
• LINE will send you an email to confirm your registration

• Create a Line channel of type ‘messaging API’ and connect it with SMS-Magic – Requires all steps
• Use an already created channel of type messaging API and connect it with SMS-Magic – You can directly start from step 6 if you are planning to use the existing created channel of type ‘Messaging API’.

1. Click on the ”+ Create New Provider” button. A provider acts as a container of LINE apps.

2. Enter the required details and click on the “Create” button

3. Next, select “Create Channel” for the Messaging API option
4. Fill in these details for your new LINE app. These details will be visible to end-users as your business profile information.

5. Next, review the Terms of Use, click to accept them, and then click on the “Create” button

6. Now select your newly created app/provider

7. The Messaging API section displays your channel Bot ID as shown below. LINE recipients can search for your business channels with this ID.

8. Among the options locate the “Messaging API” section and then issue a “Channel access token” by clicking on the ‘Issue’ button

9. Next, enable the use of webhooks by adding the webhook URL in Webhook settings under the ‘Messaging API’ section.
   US Webhook URL: https://api.sms-magic.com/messages/incoming/line
   Australia Webhook URL: https://aus-api.sms-magic.com/messages/incoming/line
   Europe Webhook URL: https://eu.api.sms-magic.com/messages/incoming/line

10. Once the Webhook URL is added, click on verify and it should give you a successful  response

11. After that enable the Webhook URL using the toggle button given

12. In the ‘Messaging API section, disable the LINE official account features such as Allow Bot to join group chats, Auto-reply messages, and Greeting messages.

13. Click on the Edit option which will take you to the ‘LINE official account manager console’

14. Verify that LINE official account features such as Allow Bot to join group chats, Auto-reply messages, and Greeting messages are disabled.

15. You are now ready to connect your LINE messaging account with SMS-Magic. Follow the next steps to send your first LINE message.

• Your LINE channel Bot ID will act as a Sender ID into SMS-Magic. Once the account level configurations are done, you will be able to see the LINE Sender ID getting synced in your Sender ID assignment section under converse settings.

• Once any user follows/initiates a chat with your LINE Business channel, the message will get synced to your Salesforce org in the SMS History object and in the converse desk UI along with the recipient’s unique Subscriber ID.

• You can now send your first LINE Message to this recipient using your channel Bot ID as Sender ID and recipient ID as subscriber ID. The message will be delivered to the subscriber as a message sent from your LINE business channel which is connected with SMS-Magic

• Text Messages – These include text templates and free text messages that you can send to any recipient.

• Media Messages – These include Media messages that you can send to any recipient as a part of the LINE message. Supported media messages include Images, Videos, Audio with a maximum size of 1MB (This file size limit is imposed with the LINE channel and not SMS-Magic).

LINE Reply Messages

When a person adds your business to their friend list or they send you a message directly, a ‘reply token’ is issued to you. When you have a valid reply token, Line lets you use Reply messages to respond back directly.”

Reply messages are sent in response to recipient actions, such as adding your LINE Official Account as a friend or sending it a message. For events that you can respond to, a reply token is issued for replying to messages. Because the reply token becomes invalid after a certain period of time, responses should be sent as soon as a message is received. Reply tokens can only be used once.

LINE Push Messages

LINE Push messages are messages that you can send to users at any time. Unlike LINE reply messages, LINE push messages do not require a reply token. Following are the different types of Push messages:-

• Push messages – These are one-to-one messages that can be sent to a user, group, or room at any time.

• Multicast messages – These are messages that can be sent to multiple LINE recipients at one time. Messages cannot be sent to groups or rooms.

E.g. of Multicast: When you want multiple users who have used a shopping site to be notified of new features at the same time.

• Narrowcast messages – These are messages that can be sent to multiple recipients at one time.  You can specify recipients using attributes (such as age, gender, OS, and region) or by retargeting (audiences). Messages cannot be sent to groups or rooms. Like Multicast messages, you can send messages to many recipients at one time, but Narrowcast lets you use rules to define the list of recipients.

E.g. of Narrowcast: When you want to gather feedback from your users falling under a particular age group/gender/region.

• Broadcast messages – These are one-to-many messages that can be sent to all people on the LINE’S official account.

• Click on the arrow icon the following list will appear:

• Click on ‘Run SMS Campaign’ the following page will appear:

Here, you can select the Sender ID, required templates, and add the member’s status which you want to send the campaign.

• Under the Sender ID section by default, you can view ‘SMS’, ‘Whatsapp’, and ‘Facebook’.
• Click on ‘Add/Edit Short Links’ to add short links
• You can choose the appropriate Sender ID
• There are two ways to compose your message. Type the text directly or choose the template from ‘Select Template from Contact’
• Choose the appropriate Campaign from ‘Select Template for Contact’, members will be added automatically within the campaign The merge fields will get added within the text and it will shoot the text message to respective leads. 

• Enter the name in the ‘Name’ field
• You can schedule a recurring campaign depending on the ‘Start’ and ‘End’ date, that’s called the age of the campaign
• You can ‘Attach Media File’ and ‘Contact MMS’ in the respective fields
• Once you fill in all the details, click on ‘Run Campaign’, the following message will appear:

• Click on ‘OK’ the following page will appear:

• Click on ‘More’ the following list will appear:

• Click on ‘SMS History’ the following page will appear:

Here, you can see the SMS text which has been sent to any particular Leads or Contacts.

• Click on ‘Switch to Lightning’ on the home page the following page will appear:

• Here, you can see the steps to add Campaign Button. You can add the object by clicking on the personalize your navigation bar the following page will appear:

Here, we are adding a Sales App Navigation Item to the Home Page.

• Click on ‘Add More Items’ the following page will appear:

• Click on ‘All’ the following page will appear:

• Click on ‘Campaigns’ And you will see that the Campaign option has been auto-selected:

• Click on ‘Add 1 Nav item’ the following message will appear:

These are the steps of adding a navigation bar.

• Click on the ‘Save’ button the following message will appear:

• Click on the ‘Setup’ icon the following page will appear:

Under Quick Find search for the object manager the following page will appear:

• Click on ‘Campaign’ the following page will appear:

• Click on ‘Page Layout’ on the left side of the page under ‘Details’ the following page will appear:

• Click on the ‘Campaign Label’ the following page will appear:

Drag and drop the Run SMS Campaign button in the below campaign detail section and click on the ‘Save’ button. The following page will appear which shows your Layout has been saved.

• Click on the app launcher icon  the following list will appear:

Search for ‘Campaigns’ in the search field the following page will appear:

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

• Enter the ‘Campaign Name’ in the campaign name field
• Click on ‘Status’ the following list will appear:

• Choose the appropriate option from the above field
• Click on the ‘Active Check’ box to make the plan active 
• Click on ‘Type’ the following list will appear:

• Choose the appropriate option from the above field
• Click on the ‘Parent Campaign’ the following list will appear:

• Choose the appropriate option from the above list
• Enter the ‘Description’ in the description field 
• Enter the ‘Start Date’ and ‘End Date’ in the required fields to run the campaign
• Enter the ‘Num sent in Campaign’, ‘Expected Response’, ‘Expected Revenue in Campaign’, ‘Budget Cost in Campaign’, and ‘Actual Cost in Campaign’ in the required fields
• Click on the ‘Save’ button the following message will appear:

Here, you can add members who are ‘Leads and Contacts’. 

• Click on ‘Add Contacts’ the following page will appear:

• Choose the number of contacts you want to send the message to and click on the ‘Next’ button the following page will appear:

• Click on the ‘Submit’ button the following message will appear:

Here, you can select the Sender ID, required templates, and add the member’s status which you want to send the campaign.

• Under the Sender ID section by default, you can view ‘SMS’, ‘Whatsapp’, and ‘Facebook’.
• Click on ‘Add/Edit Short Links’ to add short links
• You can choose the appropriate Sender ID
• There are two ways to compose your message. Type the text directly or choose the template from ‘Select Template from Contact’
• Choose the appropriate Campaign from ‘Select Template for Contact’, members will be added automatically within the campaign The merge fields will get added within the text and it will shoot the text message to respective leads. 

• Enter the name in the ‘Name’ field
• You can schedule a recurring campaign depending on the ‘Start’ and End’ date, that’s called the age of the campaign
• You can ‘Attach Media File’ and ‘Contact MMS’ in the respective fields
• Once you fill in all the details click on ‘Run Campaign’ the following message will appear:

• Click on ‘OK’ it will run your campaign instantly and the following page will appear:

To validate if your SMS has been sent successfully,

• Click on the + icon  ‘All Tabs’, Button the following page will appear:

• Click on ‘SMS History’, the following page will appear:

Move  the appropriate option from ‘Available Tabs’ to ‘Selected Tabs’ and click on the Save button, the following page will appear:

• Click on ‘Go’ the following page will appear:

Here, you can see the SMS text which has been sent to any particular Lead or Contact.

• Login to Salesforce using the following page:

• To login, enter the Username and Password in respective fields and click on the Login button 
• The following SMS-Magic Converse Home page appears:

• Click on the + icon  ‘All Tabs’ Button the following page will appear:

• Scroll down and click on the Campaigns option, you will be redirected to the following Campaign home page:

Here, you can create a new campaign.

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

Here, we get to know how the SMS Campaign can be run against a campaign.

Fill in all the details in the ‘Campaign Information’ Field:

• The ‘Campaign Owner’ will be auto-selected
• Enter the Campaign name in the ‘Campaign Name’ field
• Mark the Active Checkbox
• Click on ‘Types’ the following list will appear:

• Choose the appropriate option from the above list
• Fill in all the details in the ‘Planning Information’ field

• The following fields such as Expected Revenue in Budget, Budget Cost in Campaign, Actual Cost in Campaign are taken care of by Salesforce
• Once you enter the details click on the ‘Save’ button and the following page will appear:

• Once the details are populated, the next step is to run the SMS campaign. Before that, you need to configure the Run SMS Campaign Button. To configure the ‘Run SMS Campaign’ button, click on ‘Edit Layout’, the following page will appear:

• Under Campaign Layout click on ‘Buttons’ and you will see the ‘Run SMS Campaign’ button.

• Drag and drop the Run SMS Campaign button in the below campaign detail section and click on the ‘Save’ button. The following page will appear which shows your Layout has been saved.

• Once the Layout has been saved the following page will appear:

Here, you can see the Run SMS Campaign button which will help you run an SMS campaign. Make sure that before running an SMS campaign you need to add contacts/members. 

• Click on ‘Manage Members’ the following list will appear:

Here, you can ‘Add Members-Search’, ‘Add Members- Import File’, ‘‘Edit Members-Search’, and ‘Update Members-Import File. All this functionality is given by Salesforce.

• Click on ‘Add Members- Search’ the following page will appear:

Here, you can add members who are ‘Leads and Contacts’. The campaign supports leads and contacts only. It does not support opportunities as opportunities are not converted to contacts.

• Choose the Leads option as shown in the above screen and click ‘Go’, the following page will appear:

You can redefine your filter and search your data. If you go by default it will give all the data whichever is available.

Below is an example:

If you want Tanveer as one of the members of the Campaign.

• Click on the checkbox before ‘Sarah’
• Click on ‘Add with status’ the following list will appear:

• Click on ‘Sent’ the following page will appear:

Once you click on ‘sent’ the leads will be added automatically. You can go back to ‘Add Members’, the following page will appear:

• Click on ‘Contacts’ and then click on ‘Go’, the following page will appear:

You can add contacts by following the below steps:

• Click on the checkbox and choose the number of contacts you wish to add
• Click on ‘Add with status’, the following list will appear:

Here, you can see the number of leads and contacts which are added.

• Click on ‘Back to Campaign’, the following page will appear:

Click on ‘View All Campaign’ it will route you to the member list where you can view the Campaign Members list which you just created.

Create Report Type

1. Click on Setup. For classic click on Setup and for lightning click on Gear Icon ⚙️ > Setup.
2. In Setup search for Report Types.
3. Click on New Custom Report Type
4. In step one: Define the Custom Report Type

• Select Primary Object as Converse Campaigns
• Give any value to Report Type Label and Report Type Name
• Add Description
• Select Store in Category as Administrative Reports
• In Deployment Status select Deployed
• Click Next

5. In step two: Define Report Records Set

• Click on Click to relate another object.
• Select another object as Recurring Statistics.
• Select A to B Relationship as “A” records may or may not have related “B” records.
• Click Save.

Create Custom Report

1. Go to the Reports tab.
2. Click on New Report.
3. In Report Type, search the report type that you have created earlier in the above steps.
4. Select the report type and click create/continue.

1. You will land on the report creation page. Here you have to choose desired columns that you want in your report.
2. First Click on Remove All Columns Option. This will remove all columns from the report.

8. Next, in the quick find box of the Field section, search for Converse Campaign ID.

9. Similarly, do the same for the following fields. (follow steps 7 and 8)

10.  You can add Filters from the Filters Section i.e. Range of created dates must be from <x> to <y>.

11. Click on Run Report.
12. Click on Save As.
13. Add Report Name, Report Description, Report Unique Name, Report Folder, and click on Save.
14. Your report is saved now.
15. You can customize it again by clicking on your Report and clicking on Customize.
16. To Export your report data in Excel form, click on Export Details.

17. Select desired Export File Encoding and Export File Format and click on Export.

Common Use Cases for Text Messaging Marketing Campaigns:-

• Sales and Promotions
• Product Announcements
• Surveys
• Alerts and Reminders
• Loyalty Programs

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.

Features:-

• Run campaigns using standard Salesforce List View and Reports
• Track campaign success in terms of sent, delivered, response, and success rate
• Running campaign using a report [tabular format] having multiple standard objects or custom objects for predefined report types 
• Running campaign using a report [tabular format] having multiple standard objects or custom objects for custom report types 
• Running a campaign using a report having 2000+ records
• Compliance support with Campaign Manager
• Running campaign using list view supported for community users [Using report not supported for community users]
• Scheduling recurring campaigns of type daily, weekly, monthly & yearly
• Supports URL Shortening and Tracking

1. Open Campaign Manager

2. Copy the domain URL

3. Add this URL to the remote site setting at Setup->Security->Remote site settings->New Remote Site.

4. And save.

• If your SMS-Magic Converse base package version is Spring 2021 and above, users should be assigned with a License having access to the Campaign Manager feature.

Every SMS-Magic Converse license provides some features to the user. Depending upon the license assigned to an individual, certain features of the SMS-Magic Converse app would be available and certain features won’t. If any feature is not available with the assigned license, the following message appears:

The user needs to raise a request for a license to get access to the features. To request for the license, click on the ‘Request for License’ button.

Users can request the appropriate person (Admin/Business Owner or Reporting manager) in their org to provide them a license that has the required features.

Users can do this via the usual communication channel OR they can request a change in license by clicking on the ‘Request Feature’ button on feature not accessible UI.

Users can also add a note for the Admin/Business Owner or their Reporting Manager to explain the reason they should have access to said feature as shown in the following image:

Follow the below steps to shorten the URL:

1. Navigate to a Messaging Interface among New Messages, Bulk Messages, Conversation Views, Salesforce Campaigns.

2. Click Link Icon. Users can also Click the message body to enter a Long URL and provide space, it will automatically generate a short link that appears in place of the Long URL in the message body.

3. Enter Long URL

4. Click Preview to check if Long URL opens the relevant page. Preview does not increase the click count.

5. This step is optional. Click the checkbox to select ‘Generate Unique Short Link With Every Message’

Important Dynamic Short links are a powerful feature and should be used judiciously. The cost of short links for an account is directly proportional to the number of active short links in the account. Dynamic Short links are a type of Unique Short Links that are created for messages. Therefore, these links are created when messages are sent and not when messages are composed.

6. This step is optional. Under Slash Tag enter a custom Slash Tag and under  Expire Link enter expire days. Slash Tag makes the links easy to understand. For example, a link to a calendar could use a slash tag which is “cal” or “calendar” if available. Default expiry set-up by admin is applicable if you do not fill-up the Expire Link space.

7. Click Save to create a Short Link or provide space after entering Long URL in the message body. Short Link appears on the messaging, or template user interface.

Users can select the checkbox ‘Generate Unique Short Link Per Message’ at the time of creating the short link that generates a unique short link per message and allows to track the no of clicks and also who clicked on the link.

Unique short links per message are used when there is a need to track which messages result in link click or which recipient clicked the link. This is done by ensuring that every message is sent with a unique link to the recipient. This is usually used when link click is used to determine interest and adjust the score of a potential lead.

Follow the steps below for checking the details about the short link and URL Tracking:

• Navigate to the Shortened Link Tab

• Click Shortened Link Name to view the details

Notes: 

• A short link is active if the Active field is selected
• Expiry Date field shows the date and time when the link will expire, a blank value means the link will not expire
• Click Count field shows the number of clicks for the Short Link

• Click Shortened Link Name and go to the detail page of the Shortened Link to check detailed information about clicks such as click count

• Click the Related tab to see the detail of the recipient who clicked the link

Notes – This section is applicable only if a unique short link was used for every message.

Follow the steps below to configure access to the URL Shortening:

1. Create a record in the custom setting of URL Shortening Configuration for user-profiles.
2. Click the checkbox next to ‘Is URL Shortening Enabled’ 
3. Create a record for user-profiles and enter different expiry duration to specify different default expiry duration for user profiles
4. Refer to the figure below for URL Shortening Configuration

Follow the steps below to expire Short Links:

1. Navigate to the Shortened Links tab
2. Select short links to expire
3. Click Bulk Link Delete Expire
4. Read the warning
5. Click the checkbox ‘I Confirm to expire the links permanently’
6. Click Expire to permanently expire the links

1. Navigate to the Shortened Links tab
2. Select short links to expire
3. Click on the Bulk Link Delete button
4. Read the warning
5. Check the “I Confirm to delete the links permanently” checkbox
6. Click on the ‘Delete’ button to permanently delete the links

Admins can follow the steps below to set-up a Process Builder:

1. Under Long URL, enter the Long URL

2. This step is optional. Under Slash Tag, enter the custom Slash Tag.
3. Click Save to complete.

• Login to Salesforce using the following page:

• To login, enter the Username and Password in respective fields and click the Login In button. 
• The following SMS-Magic Converse Home page appears:

• To proceed, switch to Lightning view (if you are on the Classic view) by clicking on the ‘Switch to Lightning Experience’ link on the top.

•  The following Lightning home page will appear:

• Click on the colored dots beside Console Blink on the left. The following options will appear:

• Search for SMS-Magic Converse, as shown in the image below:

• The following page will appear:

• Here, click on the Contacts tab as highlighted in the image above. A list of contacts will appear:

• Click on any contact to open its details page:

• Here, click on the Setup option as highlighted on the top right. The following options will appear:

• Click on Edit Page

• To add the Consent tab, click on the Details tab

• Here, click on the Add Tab button on the right

• Click on the Details field to add the Tab Label

• Select the Custom option to enter the name of the label

• Enter the label name as Consent and click on the Done button. Once added, the component will appear as shown in the image below:

• Here, you can see that the Consent component is added. Click on the Consent component to proceed:

• Drag and drop the Compliance Consent List Component from the Components list in the Consent space above

• Here all the consent records will appear

• Click on the Save button to save the changes. Once the changes are saved, click on the Back button

• You will be able to see the Consent Detail View component with all details on the home page:

• Login to Salesforce using the following page:

• To login, enter the Username and Password in respective fields and click the Login In button. 
• The following SMS-Magic Converse Home page appears:

• On the top menu bar, click on Contacts

• The Contacts Home page appears as shown below:

• Click on any contact, the following page will appear:

• Click on the Edit Layout option, as highlighted in the above image in red. 

• The following contact layout page will appear:

• As highlighted in red, select the Visualforce Pages option to continue. The following options will appear in the Quick Find list:

• As highlighted in the above image, select the Consent List option. Drag and drop the Consent List menu in any space on the page. 

• The Consent List box will appear as shown below:

• Click on the Properties icon on the top right corner as highlighted below:

• The following properties window will appear:

• For better usability, increase the height to 450 or 500 and click on the OK button

• Click on the Save button to save the properties, as shown below:

• After saving, the Consent Records component will be visible as shown below:

• Login to Salesforce using the following page:

• To login, enter the Username and Password in respective fields and click Login In button. 
• The following SMS-Magic Converse Home page appears:

• To proceed, switch to Lightning view (if you are on the Classic view) by clicking on the ‘Switch to Lightning Experience’ link on the top.
•  The following Lightning home page will appear:

• Click on the colored dots beside Console Blink on the left. The following options will appear:

• Search for SMS-Magic Converse, as shown in the image below:

• The following page will appear:

• Here, click on the Contacts tab as highlighted in the image above. A list of contacts will appear:

• Click on any contact to open its details page:

• Here, click on the Setup icon as highlighted on the top right. The following options will appear:

• Click on Edit Page

• To add the Conversation/Conversation View component, click on the Details tab

• A few menu options will appear on the right. Here, click on the Add Tab button.

• Click on the Details field to add the Tab Label

• Select the Custom option to enter the name of the label

• Enter the label name as Conversation View and click on the Done button. Similarly, the user can add a separate component for Conversation. Once added, the components will appear as shown in the image below:

• Here you can see that the Conversation View and Conversation components are added.
• Click on the Conversation View component to proceed:

• Drag and drop the Conversations View Component from the Custom Components list in the Conversation View space above
• Here, you can resize the conversation component in lightning

• Here, all the conversations will get loaded
• Similarly, in the Conversation component, drag and drop the Conversations component as highlighted in the image below:

• Here the record-specific conversations will get added.

• Click on the Save button to save the changes. Once the changes are saved, click on the Back button

• You will be able to see the Conversation View component with all details on the home page of the Contact

Whereas under the ‘Conversations’ component, you can see the record-specific conversation details, as shown in the image below:

• Login to Salesforce using the following page:

• To login, enter the Username and Password in respective fields and click Login In button. 
• The following SMS-Magic Converse Home page appears:

• On the top menu bar, click on Contacts

• The Contacts Home page appears as shown below:

• Click on any contact, the following page will appear:

• Click on the Edit Layout option, as highlighted in the above image in red. 

• The following contact layout page will appear:

• As highlighted in red, select the Visualforce Pages option to continue. The following options will appear in the Quick Find list:

• As Highlighted in the above image, select the Conversation option. Drag and drop the Conversation menu in any space on the page. 

• The Conversation box will appear as shown below:

• Click on the Properties option on the top right corner as shown below:

• The following properties window will appear:

• For better usability, increase the height to 450 or 500 and click on the OK button

• Click on the Save button to save the properties, as shown below:

• After saving, the Conversations component will be visible as shown below:

Here, you will be able to see the record-specific conversation details in a single window.

Lightning UI

You can access the error log details by adding the error logs tab in the personalized navigation bar in Lightning UI.

Classic UI

You can access the error log details by the error logs tab from the All Tabs view page in Classic UI or by adding the tab in the ‘customize my tabs’ view.

The Campaign Manager add-on package (for both, the Classic and the Lightning view) can now be accessed via a single navigation panel on the Converse Home page. If the user already has the add-on package installed, on click of the icon, the Campaign Manager UI will open inside the app navigation view. If the add-on package is not installed, the user will be shown a page with installation instructions.

You can access the Campaign Manager from the Salesforce Classic header tab row or directly from the app navigation view (for both, the Classic and the Lightning), as shown in the images below:

1. Log in to Salesforce. Click on ‘Campaign Manager’ inside the converse apps or on the header tab row. The following page will appear if the add-on package is not installed already:

2. Once the user installs the Campaign Manager add-on package and launches it, the following page will appear:

3. Click on the ‘New Campaign’ button to add new campaigns:

Once the campaigns are added, they will appear in a list view as shown in the image above. Here, you can see campaign details such as Status, Total, Processed, Sent, Delivered, Response, and Response Rate.

Here, users can search, filter, reorder, and refresh the campaigns. Click on the ‘View Details’ option on the right to view the campaign details. Click on the ‘Clone’ option to create a clone copy of the campaign.

1. On the Campaign Manager page, search for a campaign and do one of the following:

• Click on the search icon to open the Search bar. Type the name of the campaign and press Enter.
• Click on the filter icon to select the required run status filters from the options and click on Apply. You will see the campaign list filtered based upon the run statuses you selected.

2. The results are in the CAMPAIGNS list view

3. You can also sort the campaign results based upon Date and Time. Click on the sort option and then select the appropriate sorting option from the drop-down menu that appears. The results are sorted and the selected options displayed on the top.

4. Click on the icon adjacent to the campaign that you want to view and click on ‘View Details’ from the drop-down menu that appears. The campaign details appear:

1. Search for the campaign you wish to edit. The campaign appears in your search result.

2. Click on the icon adjacent to the draft campaign and then click on the ‘Edit Campaign’ from the drop-down menu that appears.

The Campaign Builder page appears in the edit mode. Edit the fields as required.

3. Click on the ‘Save Campaign’ button on completing all modifications

Once you start the campaign with the option ‘Execute Now’, you will see that the campaign status will get updated to ‘Ongoing’ in the campaign dashboard. Once you refresh the dashboard using the ‘Refresh’ option given, you will see the campaign-specific statistics getting displayed in the columns as shown below:

Here are the details of the columns that you see on the Campaign Dashboard

2. One Time Scheduled Campaigns

Once you start the campaign with the option of ‘One Time Schedule’, you will see that the campaign status will get updated to ‘Scheduled’ in the campaign dashboard. Along with status, you will see an info icon and on hover, it will display the campaign scheduled date and time.

The campaign will get executed at the scheduled time and then once you refresh the dashboard using the ‘Refresh’ option, you will see the campaign-specific statistics getting displayed in the columns as shown below:

Here are the details of the columns that you see on the Campaign Dashboard:

3. Recurring Campaigns

Once you start the campaign with the option of ‘Recurring Schedule’, you will see that the campaign status will get updated to ‘Scheduled’ in the campaign dashboard. Along with status, you will see an info icon and on hover, it will display the campaign scheduled date and time. 

The campaign will get executed at the scheduled time and then once you refresh the dashboard using the ‘Refresh’ option, you will see the campaign-specific statistics getting displayed in the columns as shown below. At the same time, on hover of the info icon, you will now see ‘Last executed date’ and ‘Next Scheduled Date’ for your campaign.

Note: -For recurring campaigns, cumulative data will be displayed across all columns in the Campaign Dashboard.

To see the recurring stats, you can click on more options of recurring campaigns and click on the ‘Recurring Stats’ option which will display the data specific to each campaign run execution as shown below. [sample data is shown for reference]