Introduction:
The latest release of SMS-Magic's Salesforce package, version 1.74, brings a host of new features and improvements designed to enhance communication, streamline customer support, and improve efficiency. From controlling restricted keywords to managing spam messages and optimizing task automation, these updates empower businesses to communicate effectively while maintaining compliance and enhancing user experience. Additionally, enhancements like URL shortening and the Injection Framework provide users with greater control and customization over their messaging workflows. Let's explore these new features and improvements in detail.
Spam Management:
Overview:
This feature enables efficient identification and handling of potential spam conversations. The system intelligently detects spam messages, allowing users to mark conversations as spam or block numbers directly, enhancing communication safety and smoothness.
How it Works:
Users receive alerts for potential spam messages, with options to mark conversations, block numbers, or label messages as safe. Spam conversations are moved seamlessly to a dedicated section, decluttering inboxes. Controls are available in the conversation interface's menu bar, allowing easy management.
Refer to this document for detailed steps: https://docs.sms-magic.com/share/bIvHU76DqrtACULDLUKJfQ
Video Guide: https://docs.sms-magic.com/share/Y3XaNK4OjJbHzMXLj4UDkw
Shared Inbox:
Overview:
Shared Inbox is a powerful tool in SMS-Magic users to streamline customer support. Admins can create custom inboxes with sender IDs and assign specific agents or agent groups for efficient inquiry distribution, improving response times and customer satisfaction.
How it Works:
Admins create custom inboxes and assign agents or agent groups. The intuitive interface provides real-time alerts for new inquiries and detailed metrics tracking, optimizing agent workload and enhancing support experiences.
Refer to this document for detailed steps to create shared Inbox Shared Inbox- Salesforce
Video Guide: https://docs.sms-magic.com/share/9EoGvT1ezMV6ssTDD1dxPg
Availability Status:
Overview:
Users can update their real-time communication status as "Online" or "Offline," ensuring accurate availability representation within the system. This feature enhances communication efficiency and enables timely support and engagement.
How it Works:
When the user updates their status, facilitating management of alerts and notifications based on availability, ensuring timely support and engagement.
Refer to this document for detailed steps Know about Availability status Shared Inbox- Salesforce
Improvements
Auto-Shortening of Long URLs in Salesforce:
Overview:
A streamlined feature offering users enhanced control over URL management within the messaging composer in Salesforce.
With Auto URL Shortening, users can choose between automatic or manual shortening of long URLs, tailoring their communication experience to suit their needs.
How it works:
Access the 'URL Shortening Configuration' setting in Salesforce Custom settings.
By default, the setting is disabled for 'Auto - shorten URL.'
When enabled, long URLs are automatically shortened upon adding a space or pressing enter.
When disabled, users can manually shorten URLs using the 'Add/Edit link' option in the messaging composer.
Content Moderation - Restricted keywords:
Overview:
The Restricted Keywords feature empowers businesses to control specific words within the messaging system. Users sending a messages or creating templates will receive an error notification if they include any of these restricted words. This functionality enhances compliance efforts by ensuring that communications align with organisational guidelines.
How it Works:
Business Setup: Businesses can define restricted words within the system. Currently, the default limit is set to 10 words, but this number is customisable to suit organisational needs.
User Experience: When composing a message or creating a template, if a restricted word is detected, the user will receive an error message. The system prompts users to rephrase their message without the restricted word before proceeding.
Refer this document for detailed steps to create Content Moderation - Restricted Keywords
Video Guide: https://docs.sms-magic.com/share/xRdIsAvxakVyxkCBiGKbxg
Injection Framework:
Key Features:
Visibility: Easily identify all injection codes present in your org with a comprehensive list of injection points and associated apex classes, accessible from the settings page.
Control: Activate or deactivate injection points directly from the workspace page, giving you the power to manage your org's behavior effortlessly.
Customization: Add, edit, or remove apex classes associated with injection points, tailoring the behavior of your org to meet your specific needs.
Order of Execution: Define the order of execution for multiple classes associated with certain injection points, ensuring precise control over your org's processes.
How It Works:
Admin users can navigate to the Settings section of their Salesforce org to access the Injection Framework on the workspace page in SMS-magic portal. From there, they can view, modify, and organise injection points and associated classes with ease. Detailed timestamps provide insight into when classes were associated with injection points, aiding in tracking changes and maintaining transparency.