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Conversational Campaigns Sms Solution Kit

Conversational Campaigns Sms Solution Kit

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Run Conversational Campaigns

for SMS

Salesforce Spring

salesforcedocs
Last updated January

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CONTENTS

Conversational Campaigns for SMS

Workflow

Configure Conversational Campaigns for SMS

Design Considerations
Customer OptIn

CONVERSATIONAL CAMPAIGNS FOR SMS

Link customers directly from marketing messages to a live SMS chat with your agent or chatbot for any questions about the product

promotion

Get Started
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BC Industry Blueprint

BC Reference Architecture

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Salesforce Solution Kits Quick Look
Customer Guide for Retail Quick Look
Customer Guides Quick Look

When you include a HELP keyword prompt with SMS you provide customers with assistance thats one message away from the promotion

Your agents can secure sales from customers through personal interaction while Service Cloud updates customer contacts for future
engagement

The Run Conversational Campaigns for SMS solution kit helps you

Include a keyword prompt as a footer in all promotional SMS messages

Store messaging history in Service Cloud

Required Products
Marketing Cloud Corporate or Enterprise Edition

Mobile Activation SKU

Sales Cloud Enterprise or Unlimited Edition
Service Cloud Enterprise or Unlimited Edition

Digital Engagement SKU Excluding Government Cloud

OmniChannel in Lightning Experience

Conversational Campaigns for SMS

Workflow

Workflow

Learn how data flows through the configurations to run conversational campaigns for SMS

Configure Conversational Campaigns for SMS

Use these configurations to run conversational campaigns for SMS

Design Considerations

Keep these design considerations in mind when you run conversational campaigns for SMS

Customer OptIn

Conversational campaigns for SMS require different customer optin preferences See optin settings for this solution

Workflow

Learn how data flows through the configurations to run conversational campaigns for SMS

Marketing Cloud sends a campaign SMS message

The customer responds with the keyword HELP

Marketing Cloud triggers a response message
The customer receives a message notifying them that within hours an agent is going to text them from another number
Service Cloud receives the new case AMPscript created and links it to the existing contact or creates a one
Service Cloud grants implicit optin
Service Cloud assigns the case to the agent queue
Service Cloud routes the case through OmniChannel to available agents

The agent sends an outbound SMS from a long or short code configured in Digital Engagement

Conversational Campaigns for SMS

Configure Conversational Campaigns for SMS

The agent assists the customer via a twoway conversation
The agent closes the case after they have finished assisting the customer
Related Content
Review this solutions use case and purpose

Conversational Campaigns for SMS on page

Take the next steps in this implementation

Configure Conversational Campaigns for SMS

Design Considerations
Customer OptIn

SEE ALSO

Connect Customers to Support from an Outbound Text Campaign
Lightning Service Console
Set Up Routing for Messaging Channels in Service Cloud
Messaging in Service Cloud
OAuth Authorization Flows

REST API Case Object Resources

MobileConnect

Marketing Cloud QueueMO API

ChannelObject Linking Beta

BC Services Best Practices

Configure Conversational Campaigns for SMS

Use these configurations to run conversational campaigns for SMS

Set up Lightning Service Console
Set up OmniChannel Routing for Messaging
Set up Salesforce Messaging

Set up Marketing Cloud SMS code in MobileConnect

Create a data extension to manage tokens for the Connected App

Activate and enable SMS code for Digital Engagement

Set up Customer Support from an Outbound Text Campaigns
Review earlier steps in this solution
Workflow

Conversational Campaigns for SMS

Design Considerations

Take the next steps in this implementation
Design Considerations
Customer OptIn

SEE ALSO

Connect Customers to Support from an Outbound Text Campaign
Lightning Service Console
Set Up Routing for Messaging Channels in Service Cloud
Messaging in Service Cloud
OAuth Authorization Flows

REST API Case Object Resources

MobileConnect

Marketing Cloud QueueMO API

Design Considerations

Keep these design considerations in mind when you run conversational campaigns for SMS

Marketing Cloud Sending Options

To record messaging history send marketing SMS messages through the Journey Builder or MobileConnect application

Set the trigger that creates a support case Use the standard HELP keyword or set a unique keyword You can also set the sales

case to only open for nonkeyword responses that otherwise trigger error messages

Add Customer Contact to Service Cloud

If the customer doesnt have a contact record Service Cloud uses their SMS phone number to create a user record in the Messaging

object Your agent must ask the customer for their first and last name and manually add it to the contact record

ChannelObject Linking Beta matches a contact record and the messaging user record by SMS phone number If you use Marketing

Cloud Connect ChannelObject Linking records this session in the contacts history

If you dont use ChannelObject Linking use APEX triggers to match the Messaging User object record to a contact record by email

or phone number If no record exists create a contact record and relationship

Related Content
Review earlier steps in this solution
Workflow

Configure Conversational Campaigns for SMS on page

Conversational Campaigns for SMS

Customer OptIn

Take the next steps in this implementation
Customer OptIn

SEE ALSO

Connect Customers to Support from an Outbound Text Campaign
MobileConnect
ChannelObject Linking Beta

BC Services Best Practices

Customer OptIn

Conversational campaigns for SMS require different customer optin preferences See optin settings for this solution

Marketing Cloud OptIn Considerations

Outbound SMS messages can only be sent to subscribers who opted in to receive them

The initial outbound SMS message sent through MobileConnect uses the customers existing Marketing Cloud SMS optin status

If you created a MobileConnect subscriber from SMSOptIn they are managed as a separate Marketing Cloud contact from the
Service Cloud contact

If you created a MobileConnect subscriber from API using the Service Cloud Contact ID as the subscriber key one contact can use

the same consent flags

SMS Session OptIn

The Messaging Session Object optin flag is not a mobile optin for general SMS or other Messaging activities

The customer implicitly opts in to the Service Messaging Session by texting HELP

The customers optin is sessionspecific A standard session lasts up to hours from the customers last message

The optin flag is stored in Service Cloud on the Messaging Session Object

Related Content
Review earlier steps in this solution
Workflow

Configure Conversational Campaigns for SMS on page

Conversational Campaigns for SMS

Customer OptIn

Design Considerations

SEE ALSO

MobileConnect

Marketing Cloud QueueMO API

ChannelObject Linking Beta

BC Services Best Practices

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