SMS Management Administration Guide

Getting Started

Introduction

SMS Management is an application that extends Franchise Cloud Solutions’s Operations Management application, which runs within the award-winning and market-leading Salesforce Platform. SMS Management provides the ability to connect Operations Management to an SMS Gateway to enable ad hoc, templated and scripted SMS communications with customers, franchisees, and their employees and contractors.

Where to start

This guide describes how to perform Administration tasks specific to SMS Management. We recommend consulting Salesforce documentation for help configuring the Salesforce Platform. You will find Salesforce documentation especially useful in:

1. Managing users
2. Importing and exporting data

Configuring SMS Management

Configuring User Permissions

There are two sets of permissions for SMS Management:

• SMS Management User
• SMS Administration User

To grant a user SMS Management User or SMS Management Admin permissions:

1. Open the Salesforce Users list page (Setup > Users > Users).
2. Select a user by clicking on their Full Name.
3. Scroll down to the Permission Set Assignments section.
4. Press the Edit Assignments button.
5. From the Available Permission Sets list, select either the SMS Management Admin or the SMS Management User, and add it to the Enabled Permission Sets list.
6. Press Save.

Configuring SMS Gateway

SMS Management uses an SMS Gateway to send and receive SMSs. SMS Management currently supports the Twilio SMS Gateway. Configuring an SMS Gateway requires configuration on Twilio and within SMS Management. You may need to perform these configuration steps for each Master Franchise.

Twilio Account Creation

To obtain a Twilio account:

1. Create an account using Twilio.
2. Complete the on-screen instructions to obtain the account.

Configuring Twilio for Multiple Master Franchises

You may very well want to create separate Twilio accounts to support using different SMS numbers for different countries or a separate Twilio account for each Master Franchise to obtain independent reporting. In either case, create separate Twilio subaccounts. Only one configuration set may have details for a single Twilio account.

To create a separate Twilio subaccount:

1. From your Twilio account, select the Settings menu.
2. Choose Subaccounts.
3. Press the Plus button.
4. Enter a Friendly Name for your subaccount, then press Create.

Configuring a Twilio Gateway

To set up your first SMS Gateway Service:

1. Log into your Twilio account.
2. Go to the Programmable SMS Service shortcut.
3. Choose Messaging Services.
4. Choose Create a Service and Start Sending.
5. Enter a Friendly Name for the service and choose Type Standard, then press Create.
6. Select the newly added Messaging Service.
7. Click the Buy a Number button and follow the on-screen instructions to purchase the number.
8. Select Configure.
9. Note the MPU SID value.
10. Open the Inbound Settings pane.
11. Check the Process Inbound Messages checkbox.
12. In Request URL, enter https://[Salesforce Site Url]/services/apexrest/v1/twilio/journey.
13. Go to Settings and authenticate if needed, and note the Account SID and Auth Token values. Your Twilio gateway is now set up.

SMS Management Gateway Configuration

It is necessary to configure SMS Management to interact with the SMS Gateway.

To configure SMS Management Gateway Configuration:

1. From the SMS Management app, select the Account tab and select the account for the Master Franchise.
2. From the Account, scroll down to the Other Information section and click through to the Configuration Set.
3. From Configuration, scroll down to the SMS Settings section.
4. Place the form in edit mode, and enter the settings:
   • Select the Twilio item from the SMS Gateway list.
   • Place the Account SID from Twilio into the Account SID field.
   • Place the MPU SID from Twilio into the Messaging Service SID field.
   • Place the Auth Token from Twilio into the Authentication Token field.
5. Press Save. The SMS Gateway service is now configured and ready to test.

Configuring SMS Templates

SMS Templates are used to create SMS mail merge templates. SMS Management comes with a default Job Offer template.

To create a new SMS Template:

1. From the SMS Management app, select the SMS Templates menu.
2. From the SMS Templates list view, press New.
3. Name the template and enter the text of the message.
4. If you want the template to contain variables, enter Field API Names wrapped in start <! and end > delimiters.
5. If you want this template to be available in SMS Composer, check Available in SMS Composer.
6. Press Save.

To modify an SMS Template:

1. From the list of existing SMS Templates, select one.
2. Edit the Message string then press Save.

Rapid SMS Messaging

Understanding SMSComposer

SMS Management provides the ability for Head Office staff to rapidly send SMS messages directly from Salesforce. SMSComposer can send free-form text messages and can be configured to use an available SMS Template for increased efficiency.

Configuring SMSComposer

To configure SMSComposer:

1. Obtain the Salesforce ID value for the Configuration record that contains the SMS Gateway Settings.
2. Obtain the Field API Name of the mobile phone number field for the target object.
3. Open a record of the object type you want to configure SMSComposer for.
4. Open the Setup menu and choose Edit Page.
5. Hover over and select the Activity pane.
6. Select Add Tab. A tab will appear, and will be set to a default standard tab.
7. Click the tab, open the Tab Label menu, and select Custom. Enter SMS into the Custom Tab Label field.
8. Select the new SMS label and locate the SMSComposer component from the Lightning Components list.
9. Drag SMSComposer to the drop area named Add Component(s) Here.
10. Enter the Configuration Id and Number Field. Press Save.

Using SMSComposer

To send a message using SMSComposer:

1. From any record type with an SMS tab configured in the Activity component, click the SMS tab.
2. Select the Template, and press Send Sms.

Job Offer Notifications

Understanding job offer conversations

SMS Management provides the ability to automatically distribute job offers to franchisees, integrating with Operations Management. This software implements job distribution via a declarative conversation plan.

Example conversation plan

1. Sending the Job Offer via an SMS gateway
2. Receiving the Response from the SMS gateway
3. Processing the message response with predefined patterns:
   • Recognizing the Yes response
   • Recognizing the No response
   • Identifying a response as Unknown
4. Sending an SMS to the franchisee confirming the job assignment.

Types of Journey Actions

A journey and its actions represent the blueprint for a conversation via SMS:

• Outbound SMS: Sends an outbound message using the chosen gateway.
• Inbound SMS: Listens for an inbound message using the chosen gateway.
• Decision: Initiates analysis of an incoming message to begin pattern detection.
• Decision Path: A potential path containing a pattern for comparison.
• Outbound Platform Event: Sends a message to the platform.
• Inbound Platform Event: Receives a response from the platform.

Configuring manual fallback

When responses to a message fail to match any patterns, configure an Escalation Owner or Escalation Queue in the Configuration object to handle these messages.

Other Administration Tasks

How to create a Salesforce queue

To create a queue:

1. From Setup, select Users then Queues.
2. Press New, and complete the queue details.

How to identify record ids

Record IDs uniquely identify a data record. Use the Salesforce Data Loader to export the record type and locate the ID in the dataset.

How to import, export and update data in Salesforce

Use the Data Loader application to load data during setup and migrate customers between franchises.

How to identify a Field API Name

Field API Names are identified through the Object Manager in Salesforce to locate custom fields.

Working with Reports

Understanding reports

Reports summarize records filtered by specific criteria. Explore available reports from the Salesforce menu under Reports.

Standard reports