# SMS-Magic Converse Integration with Salesforce OmniChannel > **Source**: [SMS-Magic](https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel) > >

The article outlines integrating OmniChannel with SMS-Magic for real-time user message routing. It covers creating queues, enabling Omni-Channel, setting up service channels, routing configurations, and associating agents.

## Browse Collection 1. [SMS-Magic Converse Integration with Salesforce OmniChannel](https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/lmT8x7n1Nug-sms-magic-converse-integration-with-salesforce-omnichannel.md) (Article) 2. [Omnichannel Case Management - Video Guide](https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide.md) (Video) --- # VIDEO: Omnichannel Case Management - Video Guide ## METADATA - id: EbwIg0hAbh5qWvO1Tp55qw - type: video - source: SMS-Magic - content_url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide - collection_url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel ## TRANSCRIPT - time: 00:02 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=2 text: Hello everyone, this is Soham and today I will be walking you through a quick demo of - time: 00:09 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=9 text: how SMSMagic handles cases utilizing the Salesforce omnichannel capabilities that Salesforce offers. - time: 00:16 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=16 text: So there is a simple use case that is available over here where anytime there is an incoming - time: 00:23 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=23 text: message from a prospective student or a new student, we have the capability to route that - time: 00:29 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=29 text: to the omnichannel and based on the routing and based on the logic that you have defined - time: 00:35 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=35 text: as a business, we are able to connect the incoming message either to an existing case - time: 00:42 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=42 text: or create a new case altogether. - time: 00:45 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=45 text: So what's going to happen over here is that we are going to receive an incoming SMS message - time: 00:52 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=52 text: from one of our students and the student in this case is going to be a new prospective - time: 00:55 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=55 text: student who is looking forward to gathering some information about a certain course. - time: 01:01 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=61 text: So the scenario is pretty simple. - time: 01:03 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=63 text: As soon as we receive that incoming message inside of our Salesforce and I as an agent - time: 01:11 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=71 text: mark myself as available, I will have an incoming message that will automatically create a case - time: 01:18 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=78 text: and route it to my omnichannel screen. - time: 01:22 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=82 text: As an available agent, as soon as I accept this particular case, what's going to happen - time: 01:25 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=85 text: is that it would have automatically created this case and under this case record, we are - time: 01:30 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=90 text: providing you with an interface which we call as the conversation view. - time: 01:36 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=96 text: So from an advisor's perspective, I'm able to see the incoming message that was received - time: 01:42 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=102 text: from that particular student. - time: 01:44 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=104 text: Since this is a new student and I do not have any contact associated to the student, we - time: 01:49 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=109 text: have created a sample contact which is in the name of SMS inquiry. - time: 01:51 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=111 text: There are further processes which can be automated to profile the student and understand, you - time: 01:57 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=117 text: know, their name, their course preference, what kind of information they are looking - time: 02:02 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=122 text: forward to avail, so on and so forth automatically, or can be assigned to an agent so that they - time: 02:07 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=127 text: can manually start interacting with that particular student. - time: 02:11 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=131 text: On this interface, there was another automation that we have built in at the back end which - time: 02:15 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=135 text: says that, you know, an automated SMS message will be sent out to them. - time: 02:16 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=136 text: It says your request has been received and one of our reps will get in touch with you shortly. - time: 02:21 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=141 text: Now as an advisor, I have the capability wherein I can simply type in my message over here - time: 02:27 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=147 text: and I can hit on the send button so that the SMS message goes out and you can see that - time: 02:34 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=154 text: it is a pretty seamless conversation wherein I will be able to easily interact with that - time: 02:40 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=160 text: particular student. - time: 02:42 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=162 text: In addition to the ability to send and receive messages, I will also have the options wherein - time: 02:43 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=163 text: I can insert media files. - time: 02:46 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=166 text: So obviously, attaching media files is allowed in certain countries and not allowed in certain - time: 02:51 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=171 text: countries, so depending on the regulations of that country, this option will be available - time: 02:56 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=176 text: for you to utilize. - time: 02:58 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=178 text: You will have the option of inserting templates, so in a scenario where you are trying to send - time: 03:02 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=182 text: out a pre-created message, you will be able to do that by simply clicking on that insert - time: 03:08 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=188 text: template button. - time: 03:09 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=189 text: And these templates can have merge fields in them, so information like the first name, - time: 03:11 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=191 text: last name, case ID, or any specific information that you are trying to relay to your customers - time: 03:16 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=196 text: or to your students, you will be able to populate those inside of your SMS templates. - time: 03:22 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=202 text: In addition to this, we also have some additional capabilities like inserting links. - time: 03:26 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=206 text: So in a scenario where you are trying to send out information associated to a certain course, - time: 03:32 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=212 text: you will have the option wherein you can shorten that link and you can send that link as a - time: 03:35 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=215 text: shortened URL to your customers or to your students. - time: 03:38 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=218 text: The benefit is that anytime this shortened link is sent out to your students, they will - time: 03:45 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=225 text: be able to receive those messages and whenever they click on that particular link, we are - time: 03:50 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=230 text: able to capture whether that particular link has been clicked on or not. - time: 03:55 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=235 text: So from an advisor's perspective, you are able to understand whether those text messages, - time: 04:00 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=240 text: those SMS messages that you're sending out, those are being clicked on or not right over - time: 04:02 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=242 text: here itself inside of your Salesforce instance. - time: 04:05 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=245 text: Also, on the case record, you will have some additional options of personalizing the conversations - time: 04:10 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=250 text: by inserting emoticons. - time: 04:12 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=252 text: So in case if you wish to send out and build a rapport with your students, you will be - time: 04:17 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=257 text: able to do that and you will be able to easily communicate with your students from this particular - time: 04:25 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=265 text: interface. - time: 04:27 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=267 text: In scenarios where if there are multiple student records and you are trying to send out a text - time: 04:31 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=271 text: message to them in one go, you will also have the ability to do that, wherein you can easily - time: 04:34 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=274 text: select a list of all the cases that you're trying to send out the SMS messages to and - time: 04:39 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=279 text: you can run a campaign by selecting the bulk SMS option from this particular interface - time: 04:46 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=286 text: as well. - time: 04:47 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=287 text: Along with this, we also provide you with some additional interfaces, which one of those - time: 04:53 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=293 text: interfaces is known as the Converse Desk and the Converse Desk capability not only allows - time: 04:59 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=299 text: you to manage that one particular case, but will also allow you to check out all of your - time: 05:01 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=301 text: conversations in one place. - time: 05:03 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=303 text: So as an advisor, as a student advisor, in case if you're trying to check out multiple - time: 05:09 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=309 text: interactions in one place, in one go itself, you will be able to see all of those interactions - time: 05:14 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=314 text: over here. - time: 05:16 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=316 text: You can open up any of these interactions, check out the history of those conversations - time: 05:22 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=322 text: and then can pin that up and you can go back to your inbox, open up a different conversation - time: 05:27 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=327 text: altogether and you can pin that up as well. - time: 05:31 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=331 text: So this will give you the ability and flexibility to shuffle between multiple tabs so that you - time: 05:32 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=332 text: can simultaneously engage with more than one person at any given point in time. - time: 05:37 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=337 text: You will have some options where you can, you know, mark some quick actions, like in - time: 05:41 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=341 text: case if you wanted to mark a follow up task or if you wanted to create an event, you will - time: 05:45 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=345 text: be able to do that quite easily. - time: 05:48 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=348 text: Plus, in case if you want to close that conversation, you could do that. - time: 05:54 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=354 text: We also give some additional capabilities like creating custom inboxes where in these - time: 05:58 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=358 text: custom inboxes can be generated depending on certain sharing rules and sharing settings - time: 05:59 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=359 text: that you have. - time: 05:59 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=359 text: So if one of your advisors is not available and if there is another advisor who wants - time: 06:04 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=364 text: to take over that conversation, they will be able to do that quite easily with the help - time: 06:09 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=369 text: of these custom inboxes as well. - time: 06:11 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=371 text: In addition to this, we also provide you with the option of adding internal notes. - time: 06:15 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=375 text: So in case if there is a student handover or a conversation handover that needs to happen, - time: 06:22 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=382 text: you can always type in internal note over here and that note can be added on the - time: 06:27 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=387 text: interface, which now will only be visible for the internal advisors and will not be - time: 06:28 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=388 text: visible to the actual student who is the end recipient of this entire conversation - time: 06:34 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=394 text: in this case. Along with this, we also provide you with an out of the box consent - time: 06:41 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=401 text: management system wherein any messages that you send and receive can be complied with - time: 06:47 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=407 text: the regulations that are there in that particular market. - time: 06:50 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=410 text: So in case of a customer or student opting out of your communication channel, we are - time: 06:56 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=416 text: able to capture that information in terms of opt outs and opt ins right over here. - time: 06:58 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=418 text: And there is a detailed audit history that is available for you to utilize so that you - time: 07:03 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=423 text: are able to understand when the student has opted in versus when the student has opted - time: 07:08 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=428 text: out. This is something that can be governed as per the sender number that you're trying - time: 07:13 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=433 text: to send out or you're trying to utilize to send out those messages to your students. - time: 07:18 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=438 text: Along with this, obviously, we do work with standard Salesforce reports and dashboards - time: 07:23 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=443 text: and provide you with out of the box reporting and dashboard capabilities to understand the - time: 07:28 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=448 text: effectivity of the system from a deliverability standpoint and so on and so forth. - time: 07:34 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=454 text: So that was it. - time: 07:36 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=456 text: A pretty quick overview in terms of what SMS magic has to offer when it comes to routing - time: 07:42 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=462 text: incoming messages via Salesforce omnichannel and how the users and advisors can utilize - time: 07:50 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=470 text: the conversation interface right at the record level so that they are able to not only see - time: 07:54 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=474 text: the interactions in one place, but also able to take care of those conversations quite - time: 07:56 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=476 text: seamlessly from the same interface itself. - time: 07:59 url: https://docs.sms-magic.com/dRSpyt9QVyE-sms-magic-converse-integration-with-salesforce-omnichannel/ey20OUl6beA-omnichannel-case-management-video-guide?start_time=479 text: Thank you and have a nice day. ## SUMMARY The video outlines integrating OmniChannel with SMS-Magic for real-time user message routing. It covers creating Cases, enabling Omni-Channel, setting up service channels, routing configurations, and associating agents.