SMS Templates

SMS Templates allow you to define common message types that a Console user can select from a list, saving them the time required to manually type the message, and ensuring that the message conforms to your communication style.

Templates can be defined and used on the

• Contact
• Lead
• Account
• Case

standard objects, and on any custom object by suppling the object API Name.

Permissions

Templates can only be created by users who have the Pendula Template Designer permission set.

Active Templates can be used in the Console by any user who has the Pendula Console Composer permission set.

Template states

Templates have three states.

• Draft - templates that are under construction or review. These templates cannot be selected from the console.
• Active - templates that are ready to use. These are the only templates that can be selected from the console.
• Inactive - templates that are no longer in use, but are required to be preserved for archiving.

Template editor

The template editor is available on the Templates page of the Pendula application.

Post-install step

After installing the Pendula Salesforce Managed Package, an Administrator must enable the Template Editor by adding it to the templates page. This is a one-time process.

To enable the editor:

1. As a Salesforce Administrator, open the Templates page of the Pendula application.
2. Select New Template from the drop-down list, enter a Template Name and click Save to save a new draft template. This opens the Template record page.
3. Click the Setup cog icon in the top right of the page and select Edit Page to open the Template Record Page in the Lightning App Builder.

4. From the Pages drop-down, select Template Record Page.

   
    

5. Click Activation.
6. Click Assign as Org Default.
7. Select the form factors that you want the editor to be available for.
8. Click Next.
9. Click Save.
10. Exit the Lightning App Builder.

The editor is now available to any user creating SMS Templates.

Using the editor

Templates are associated to and visible on the Related Object Type defined in the template.

Custom objects are supported by selecting Other from the drop-down list, and adding the API Name in the Related Object API Name field.

Your content can include Salesforce merge fields from the related object, from the User or Organization records, and from any record less than 5 steps away from the related object.

To add a merge field, click Insert Merge Field, or select Control + I from within the Template Text field, to open the merge field selector.

Selecting a lookup field with an arrow - e.g. User > - allows you to navigate to and select a merge field from an associated object.

Example:

{!Contact.Account.Parent.Name}

Templates can contain a combination of merge fields and plain text.

Emoji’s are not supported in Console messages or templates

An example of a template Welcome message is shown below:

Hi {!Contact.FirstName},

It's Amy from SmartPATH here. Just checking that your contact details are up to date. This is what we have on record:

Mobile: {!Contact.MobilePhone}
Email: {!Contact.Email}

Are both of these correct?

Reply YES if they are, or UPDATE if they need to be changed.

Thanks!

{!$User.Name}
{!$Organization.Name}

When this template is selected from Console, the merge field values will be populated with the current values from the Salesforce record, and the Console operator can review them for accuracy before sending the message.

Active Templates can be selected by clicking the three dots on the right hand side of the message panel in Console.

This opens the Select Template modal, that shows all of the active templates associated with the current record type.

Both the Name and the (optional) Description field are searchable by a Console user.

Templates are not displayed or accessible from this modal if they are for a different record type.