Salesforce - Send SMS Globally via ClickSend

Installation

1. Get the App from the AppExchange.
2. Press the "Get It Now" button.
3. Select Access. We recommend "Install for all users."
4. Finally, click the Install button.

1. Select the check box - Yes, grant access to these third-party websites and click CONTINUE.

Authentication

To authenticate the ClickSend SMS App, go to Settings and Add new connection

1. Supply the fields with your ClickSend API credentials. You can copy your API credentials from the Subaccount page.
2. Select Phone number fields for Contacts, Leads and Campaigns objects.
3. The 'From Number' is the Sender ID of your outbound messages. It can support TFNs, 10DLCs, alpha tags and own numbers. Leave it blank to automatically use a shared assigned Sender ID. Find here which countries support alpha tags.
4. Save settings.

Setup Contacts and Leads Objects

1. Let us add Send SMS button to Contact Object. First, go to Setup. This can be found on the config at the top right.

   

2. Look for Object manager and Contact object, then click.

   

3. Select 'Page layouts' and then 'Contact layout.'

1. Click 'Mobile & Lightning Actions' and look for the Send SMS button. Drag it into the 'Salesforce Mobile and Lightning Experience Action' Panel and Save. Repeat these steps for the 'Lead' object as well.

1. Add the Send SMS button to the ListView. Go to Object Manager -> Contact -> Search Layout -> Default Layout and click the drop-down and select Edit.

1. Go to Custom Buttons & Move the “Send SMS to selected” button to the other box and click save.

1. Now let's go to 'Search Layout for Classic' and then 'List View' and click drop-down Edit.

1. Add the “Send SMS to selected” button to the other box and click Save.

1. Now click App manager and search for ClickSend. You'll have the Send SMS button under Contacts and Leads.

1. When you open a contact or a lead, look for the drop-down button and you can see the Send SMS option. Now you are ready to compose and send your message.

Setup Campaigns Object

Let's do the same thing we did for Contacts and Leads Object, add the Send SMS button to

Campaigns object.

1. Open Setup > Object manager > Campaign > Page layout
2. Look for Send SMS button from Mobile and Lightning Category and drag it to the Mobile and Lightning Experience Action
3. Save and changes will apply.

Send SMS to your Campaign members.

With the newly updated ClickSend SMS extension, you can now send SMS to the members of your campaign. Here's how to:

1. Go to Campaigns object and click 'New' to create a campaign.
2. Name your campaign and save. For this guide, I have named my campaign 'June Campaign'.

   

3. Start adding contacts or leads to the campaign by clicking 'Add Leads' or 'Add Contacts'. You'll know you have added successfully when they populate the campaign members number.

   

   

4. To compose and send messages to the campaign, look for Send SMS action under Quick action dropdown.

   

   

5. Click 'Send SMS' to send them through. Sent messages will populate under the ClickSend SMS logs table which you can expand when viewed all. Also, logs will populate on each contacts and lead you have added to the Campaign.

   

Add Send SMS checkbox for Campaign Member

This would allow you to see a checkbox for Send SMS. You may enable and disable it for each contact.

By default it is enabled already when you add a contact or a lead on your Campaigns.

You'd go to Setup > Object Manager > In the quick find search box type 'Campaign Member' and click on the Campaign Member object

On the left side, click on Page Layouts. Look for Send SMS under 'Fields' and drag it to the layout.

Then, Save.

Disable Send SMS checkbox for Campaign Member

By default 'Send SMS' checkbox is enabled when you add contacts and leads to campaigns. You have the option to disable them manually. Once you disable, they won’t receive SMS when you send a message to campaign they belong with.

To disable you'd go to Campaigns > View all > click the contact's name and edit the Send SMS checkbox to untick.

Setup ClickSend SMS Logs

Now you can monitor all your outbound messages in one object. If you are wanting to add logs for Contacts, Leads and Campaigns objects, you'd open Setup > Object manager > search for the object (either contact, lead, campaign) > page layout.

Then look for ClickSend SMS Logs under Related list and add it by dragging it to the Related list panels.

Inbound SMS / Support 2 way messaging

1. Site is required to enable 2 way messaging. If you haven't created a site yet, you'd go to Setup > User Interface > Sites and Domains > Sites > Enable term of use by ticking the checkbox and create a site.
2. When filling up the mandatory fields in site, look up for “ClickSendSMS.ClickSendSmsReplyPage” under Active Site Home Page field.

   

1. Grant ClickSend Log Custom Object FLS and Apex Class to access to the Site User Profile. Click on “Public Access Setting” button.

   

   Look for “Custom Field-Level Security” and click view button.

   

   Grant Access to ClickSend SMS Log Fields. (Check All the boxed in Read Access and Edit Access Column and then save it.)

   

2. Go back the top of the profile page and click the edit button.

   

1. Look for “Custom Object Permissions” and Check the Read and Create access and save it.

   

1. Go back the top of the profile page and click the “Enabled Apex Classes Access” button link and click Edit to add apex class.

   

2. Find the Apex Class Name “ClickSendSMS.SMSInboundWebhookListener” in the “Available Apex Classes” and add to the “Enabled Apex Classes” box and save it.

   

1. Go to ClickSend settings and select site to use for inbound.

   

   The url will be automatically saved on your inbound rules and all incoming SMS will come to your Salesforce account mapped to each of your contacts.

Add SMS Templates

Create SMS templates and send messages without a hassle. You'd go to SMS templates > New.

Inbound SMS Notifications

The inbound SMS feature includes notification. It will show under notification bell at the top sight side of the platform. Each inbound SMS notification is mapped to the contact.

Send SMS from Process Automation Flows

With Clicksend SMS on Process Flows, you can send SMS from any object in Salesforce. By default, it supports sending messages from the Contacts, Leads, and Campaigns objects.

When building an automation flow, you will need to use two Assignment logics and ClickSend SMS Apex Class.

1. Add the first Assignment logic. This step lets you add and specify the required fields for sending an SMS: To, Message, and RecordID.
2. Under Variable Values, create a New Resource.

   

3. Select Variable as the resource type.

   

4. Set the Data type to Apex-Defined and choose ClickSendSMS as the Apex Class. Make sure the resource is available for input, then click Done.

1. Now, add the three required fields as variables: To, Message and RecordID
   You can easily fetch values for the required variables from the contact object or any other objects. Alternatively, you can also set a fixed value for them.

   

2. Add the second Assignment logic to the flow. This logic will act as the collector of the variables and values from the first Assignment.
3. Create a new resource and select Variable as the resource type.
4. Fill in the required fields. Make sure to select Apex Defined for the Data type and choose ClickSendSMS as the Apex class.
5. Tick allow multiple values and available for input options. Click for Done

   

6. Change the operator to Add and select 'collection' (a dynamic value) for value field.

   

7. Add the Send SMS action to the flow.
8. Pull the collection value (a dynamic record) from the second Assignment.

   

Send Bulk SMS from Process Automation Flows

On this flow, you will be required to use Campaign members object, two assignment logics, a looping logic and ClickSend SMS Apex Class.

1. To call the Campaign members object, you'd use the Get Record data to the flow.
2. Add a condition. Recommended condition is All Conditions Are Met (AND). Dynamically call the CampaignId and choose Equals as the operator.
3. Get the Value for the CampaignID by copying pasting the ID from the Campaign URL. Eg. https://xxxxxxxxx/lightning/r/Campaign/70128000000AW5JAAW/view

   

4. Paste the ID to the Value. Enable the All records and Automatically store all fields options.

1. Add the first Assignment logic. This step lets you add and specify the required fields for sending an SMS: To, Message, and RecordID.
2. Under Variable Values, create a New Resource.
3. Select Variable as the resource type.
4. Set the Data type to Apex-Defined and choose ClickSendSMS as the Apex Class. Make sure the resource is available for input, then click Done.
5. Now, add the three required fields as variables: To, Message and RecordIDYou can easily fetch values for the required variables from the contact object or any other objects. Alternatively, you can also set a fixed value for them.

   

1. Add the second Assignment logic to the flow. This logic will act as the collector of the variables and values from the first Assignment.
2. Create a new resource and select Variable as the resource type.
3. Fill in the required fields. Make sure to select Apex Defined for the Data type and choose ClickSendSMS as the Apex class.
4. Tick allow multiple values and available for input options. Click for Done.
5. Change the operator to Add and select the variable collection values you previously created from the first Assignment logic for the Value field.

   

6. Add the Loop logic to the flow. This loop will append contacts from the Campaign Members object. These contacts will then be sent to the Send SMS action to receive a message.
7. Fill up the Collection Variable field by dynamically fetching the Campaign members object from Get Records data you previously created.
8. Specify the direction of the loop. Recommended direction is First item to last item.

1. Add the Send SMS action to the flow.
2. Pull the dynamic variable you previously created from the second Assignment.

   

Turn on debugging in Salesforce

If you are experiencing issues in Salesforce you can enable debugging so that we can see any errors. This is located underneath your ClickSend API key within your Salesforce settings. 

After this is enabled send a few test messages. Logs will then be sent back to us to review. Please let us know once you've done this so we can investigate.

Troubleshoot

If you’re having problems, please check the following:

1. Check your Authentication. It should be using your ClickSend's username and API key.
2. Make sure you have credit in your balance. Check and top up here.
3. Change the local phone numbers to international format.
4. Assure that the Settings have selected the fields with phone numbers for the Contacts, Leads and Campaigns objects.

   

5. Fill in all required parameters in the payload. Required values are phone number  and message.
6. The capacity for Bulk SMS sending is limited to a maximum of 1,000 recipients per send.
7. If you are using alpha tag as Sender id and it's not functioning as expected, please review the following:
   - Exceeded characters. Only 11 characters without space is allowed for an alpha . tag
   - Global sending disabled on the country you are sending to. Please reach out to support for assistance. More info
   - Country you are sending to do not support alpha t ags
8. Try using Run Asynchronously path for the trigger.

   

FAQS

1. Can I send messages from an alpha tag?
   - Yes, however some countries do not support alpha tags. Find out which countries support sending via alpha tags here.
   - Note that your alpha tags needs to be 11 characters or less, without spaces.
   - Note that alpha tagse does not support inbound SMS.
2. How do I add a alpha tags as the sender of my messages?
   -Type in your 11 character alpha tags under From Number field and Save.

   

3. Where can I get replies on my messages?
   - For every inbound SMS, a record is created under ClickSend SMS Logs added on each contact you have in Salesforce.