How to Send SMS from Salesforce: A Complete Beginner’s Guide

SMS is one of the surest direct channels in the modern-day business world, which has been characterized by a fast-moving and busy business world. In the case of organizations whose sales and service processes are managed with the help of Salesforce, the inclusion of SMS into the CRM may change the way the team members communicate with customers and enhance the workflow. You can be a small business venturing with Salesforce or a large company handling thousands of records every day, but knowing how to send SMS Salesforce is a good start when it comes to building a more robust customer communication strategy.
This guide discusses the various opt-ins of send SMS using Salesforce, both natively and through third-party integrations, methods of automation, and practical examples.

Native Options to Send SMS Using Salesforce

Messaging is a native feature of Salesforce, but it is typically restricted to simple features. These are the in-built options that are applicable in an organization that has lightweight messaging requirements or organizations that are new to SMS.

• Salesforce Digital Engagement Add-on - This is a feature that enables users to send SMS directly in Salesforce, but it has extra licensing charges.
• Salesforce Flow + Process Builder Integration - Salesforce can be configured to enable simple workflows that can send SMS notifications, but is commonly restricted to the transactional use cases, such as appointment reminders.
• Direct Carrier Setup - Several businesses are configured to use Salesforce messages to send messages via telecom APIs, which may usually require technical knowledge.

Native options are applied by companies that aim at an out-of-the-box solution and might not be effective when managing more messages, increased individualization, or compliance requirements.

Using Third-Party Apps to Send SMS in Salesforce

Organizations resort to third-party SMS apps on Salesforce AppExchange when using native solutions are insufficient. These are solutions that are capable of managing bulk messaging, advanced logic, and multi-channel workflow.

The key service providers are:

1. SMS Apps - 360 SMS has a reputation as a multichannel application, and organizations can use it to control SMS, WhatsApp, and other messaging applications in Salesforce. Its capabilities, such as scheduling, drip campaigns and compliance-ready structures, make it suitable for sales and service departments.
2. Twilio Salesforce - Salesforce is popular as an API-driven communication, which gives flexibility to developers to create custom SMS flows. It may also need extra technical configuration but.
3. Vonage and Sinch - The main idea of these providers is global coverage, as they provide the connection to a variety of carriers on a global scale.

By means of third-party apps, team members can:

• Send mass SMS to contacts and leads.
• Delivery status and feedback within Salesforce.
• Combine SMS with campaigns, cases or service requests.
• Take advantage of existing compliance controls such as opt-out controls.

Automating SMS in Salesforce for Better Engagement

Among the most useful things that come with the SMS integration of Salesforce is the possibility to establish automated messaging campaigns that lower the amount of human intervention and allow for efficient communication.

Examples of higher automation opportunities are:

• Drip Campaigns - Take the time to schedule a series of SMS messages to stay in touch with leads.
• Smart Triggers - Send SMS upon certain events happening in Salesforce, e.g. a filled-out form on a lead or an update on a case.
• Event-Based Alerts - Notify customers about the new appointment or payment deadlines/renewal of products.
• AI-Assisted Personalization - With such apps as 360 SMS App, Salesforce messaging allows businesses to personalize texts through AI based on historical interactions.

Automation will provide consistency with the ability of sales and support teams to invest in high-value discussions instead of doing it repeatedly.

Advantages and Applications of SMS in Salesforce

Salesforce is being used by organizations in different industries to increase operations, compliance, and responsiveness through sending of SMS messages. In particular, examples of use cases include:

• Sales Teams - Rapidly call leads, update them on the product, and book product demos.
• Customer Support - Update customers on ticket resolutions, case numbers and troubleshooting information instantly.
• Healthcare Providers -Help patients remember appointments, prescriptions, or test results and ensure adherence.
• Education Institutions - Inform students and parents about the schedules, deadlines, or urgent announcements.
• E-commerce and Retail - Exchange order confirmations, shipping notices and promotions.

The benefits that businesses are normally able to gain are:

• Faster response times.
• Increased message opening rates compared to email.
• Better traceability and records stored in Salesforce.
• More flexibility with multiple messaging platforms integration.

The SMS in Salesforce Best Practices

To accomplish smooth running, there are best practices that organizations need to follow when sending SMS using Salesforce:

• Personalize at Scale - Message Salesforce fields such as name, case ID, or product information to personalize the message.
• Respect Compliance Rules - Always keep opt-in/opt-out preferences as a way of complying with the rules, such as TCPA or GDPR.
• Track Performance - Track the performance in terms of delivery rates, response patterns, and ROI in Salesforce dashboards.
• Implement Multichannel Messaging - Use SMS with other apps such as WhatsApp, Viber, or Facebook Messenger to reach more people.

The process of learning how to send SMS using Salesforce introduces new possibilities for businesses to establish contact with customers more quickly and efficiently. Organizations have numerous options between Salesforce native functionalities and third-party applications such as 360 SMS App, which comes in a variety of options based on their requirements. When automation is added to personalization for compliance, SMS in Salesforce is not merely a communication medium, but a source of customer success.

Getting SMS ready with Salesforce?
Get to know more about the 360 SMS App that can assist your business in sending personal, compliant, and scalable Salesforce send SMS messages. Go to the 360 SMS App site to get to know more.
Get started with smarter Salesforce SMS—email sales@360smsapp.com or call +1 323-641-4417 today.