Automate Text Messages in Salesforce - The Ultimate Guide.pdf

Automating text messages in Salesforce helps businesses engage customers faster, reduce manual effort, and boost response rates. With 360 SMS App, a Salesforce-native solution, you can trigger personalized SMS for reminders, follow-ups, promotions, and alerts directly from CRM workflows. Automations ensure timely communication, while built-in compliance and opt-out features keep you safe. Scale outreach effortlessly, track SMS performance with native dashboards, and improve ROI with data-driven insights. Whether for sales, service, or marketing, 360 SMS App transforms Salesforce into a powerful messaging hub.

1. Automate Text Messages in Salesforce:
The Ultimate Guide

AUTOMATE TEXT MESSAGES
IN SALESFORCE: THE
ULTIMATE GUIDE

[phone]
sales@360:

on (GR

In today's fast-paced business landscape, connecting with customers in real-time is critical.
Sales, service, and marketing teams cannot afford delays when reaching prospects or cients,
‘That's why automating text messages in Salesforce has become a game-changer.

SMS is fast, personal, and has incredibly high open rates compared to email or other channels.
But sending texts manually isnt scalable, and it often leads to missed opportunites, erors, and
fragmented data. With automation, Salesforce users can send timely, personalized SMS
messages without iting a finger — al riggered by CRM data and workflows.

‘This guide explores everything you need to know about automating text messages.
Salesforce: benefits, use cases, best practices, and how to set up automation using 360 SMS
App, a Salesforce-natve solution trusted worldwide.

1. Why Automate Text Messages in Salesforce

1.1 SMS as the Preferred Channel
+ Over 90% of text messages are read within 3 minutes,
‘Texts cut through email clutter and voicemail delays.
Customers of all age groups respond faster to text messages,

2. hen integrated with Salesforce, text messaging is not just fast — i's smart. Automation
‘ensures messages are sent at the right ime, to the right person, wth the right information,

1.2 Problems with Manual Texting

+ Manual effort consumes valuable sales or support timo,
+ Mistakes happen: wrong recipients, delayed responses, or missed reminders.

+ Customer data stays siloed outside Salesforce

+ No way to track effectiveness or te texts back to opportunities and cases.
‘Automation removes these barriers by leting Salesforce workflows take over the repetitive
tasks,

1.3 Why Choose a Native Salesforce Solution
"Native solutions lke 360 SMS App mean:

No switching between platforms

AI SMS data stays within Salesorce objects an fields

Reporting, dashboards, and analytics are ful integrated
‘Automation can leverage Salesforce Flow, Process Builder, and Apex seamlessly

2. Benefits & Use Cases of Automated Text Messa:

2.1 Key Benefits

Benefit Impact

Timely Communication | Trigger texts instantly when critical events occur.

‘Scalability ‘Send thousands of texts automatica without manual effort

Personalization ‘Merge Salesforce fields ike (FirstName) or (AppoinimentDate).

Improved Productivity | Free up teams from repetitive outreach tasks

Unified Data ‘Store SMS activity in Salesforce for complete visibilly.

Higher Engagement | Customers respond faster to texts than email or phone calls.

3. 2.2 Common Use Cases

Appointment Reminders — Reduce no-shows with automated reminders.
Lead Follow-up - Send nurturing sequences when lead stages change.
Order Notifications - Keep customers informed about shipping or delivery.
Payment Alerts - Remind customers of due invoices or missed payments,
‘Marketing Campaigns - Send bulk SMS campaigns for promotions or events
Customer Feedback - Trigger surveys or satisfaction checks post-service.
Internal Alerts - Noti sales reps or managers when deals progress.

3. How SMS Automation Works in Salesforce
‘Automation in Salesforce relies on standard tools combined with SMS functional
3.1 Trigger-Based Messaging

© Uso Salesforce Flows or Process Builder to watch for record changes.

‘© For example, when an Opportunity is marked “Closed Won,” trigger a thank-you SMS.
‘© Merge fields personalize each message with customer dat

3.2 Scheduled and Batch Messaging

‘© Schedule reminders or bulk SMS to segments of customers.
+ Run batch jobs from Reports or List Views,
+ Useful for promotional campaigns or scheduled service notifications.

3.3 Reply Handling and Two-Way Messaging

‘+ Automation can respond to customer replies automatically.

+ Keywords lke "YES" or "NO" can trigger workflows or field updates.

+ Replies are logged in Salesforce and linked to the relevant contact or case.
3.4 Compliance and Opt-Out Management

+ Always include an opt-out option such as “Reply STOP to unsubscribe.”

‘© Suppression ists prevent future sends to unsubscribed numbers

+ Automation respects regional compliance rules (e.9., TPA, GDPR).
3.5 Advanced Customization

+ Developers can call SMS actions via Apex for complex logic.

‘© Custom flows can be created for industy-specif use cases,
+ Conditional paths allow tailored SMS journeys for diferent audiences.

4. 4. Best Practices for Automating SMS

4.1 Crafting Effective Messages

©. Keep messages concise (under 160 characters).
+ Add clear cals-o-action (e.9. "Reply YES to confirm’).
+ Use personalization to boost engagement.

4.2 Timing and Frequency

‘© Sond messages during business hours.
‘© Avoid overwhelming customers with too many texts.
‘© Space follow-ups at logical intervals (0.9, 24-48 hours),

4.3 Segmentation

© Target only relevant contacts based on Salesforce criteria
+ Segment by lead stage, purchase history, or service level.
+ Send diferent campaigns for prospects, customers, and partners,

4.4 Monitoring and Optimization

+ Track metrics: delivery, replies, conversions, opt-uts.
+ Test diferent templates, timing, and keywords.
+ Refine workflows based on resul.

4.5 Fail-Safe Settings

‘© Limit maximum texts per day per contact
© Add error logging and admin alerts.
‘© Avoid duplicate or looped sends.

5. Implementing Automation with 360 SMS App

5.1 Setup

Install the app from Salesforce AppExchange.
Configure your SMS numbers.

Add SMS buttons and conversation views to layouts.
Create message templates.

Set up opt-out preferences.

5. 5.2 Using Process Builder or Flow

‘© Define tiggers (e.9. “Case Status = Resolved"),
© Map templates and phone fields.
+ Schedule follow-ups within the flow.

5.3 Bulk Campaigns

+ Send messages from Reports or Campaign lists
‘© Apply fiers to target specific customer groups.
+ Schedule sends in advance.

5.4 Handling Replies

© Route replies to case owners or sales reps.
© Trigger next-step workflows based on keywords.
‘© Maintain full two-way conversations inside Salesforce.

5.5 Testing and Launch

+ Testin sandbox frst
‘© Validate templates and delivery.
+ Roll out gradually, starting with plot campaigns.

6. Tracking Performance & ROI

6.1 Important Metrics

Delivery rate
Reply rate
Click-through rate
Conversion rate
Optout rate
‘Campaign ROL

6.2 Reporting in Salesforce

+ Use native dashboards and reports,
+ Measure SMS alongside calls, emails, and deals,
‘© Compare campaign effectiveness overtime.

6. 6.3 Continuous Optimization

Run AB tests.
‘Adjust timing and frequency.

Remove unresponsive contacts,
Improve personalization with new fields.

7. Next Steps
To hamess the fll power of SMS automation

Identity your top use cases (reminders, follow-ups, campaigns.
Install and configure the 360 SMS App.

Build your frst automation using Salesforce Flow.

‘Track performance and refine your strategy.

Expand automation across sales, service, and marketing,

‘Automating text messages in Salesforce empowers organizations to connect with customers
‘at scale while maintaining a personal touch. From reducing no-shows and improving sales.
follow-up to boosting campaign ROI, SMS automation drives measurable results.

By adopting a Salesforce-native tool like 360 SMS App, you can centralize messaging,
streamline workflows, and ensure compliance — all without leaving your CRM.

Get in touch with us 360 SMS App

Ready to take your Salesforce communication to the next level?Contact 360 SMS App today to
got started,

‘Company Name: 360 SMS App

Emall: [email protected]

Phone: [phone]

‘Address: Vilage Workspaces, 11845 W Olympic Blvd, Suite Westside, Los Angeles, CA
90064

+ Website: ts

‘Transform the way you communicate. Automate your Salesforce text messages today!

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