The Inbox tab provides you with a simple and effective way to manage inbound SMS which are synced to Salesforce as an invalid or unexpected response.
This means inbox records are only created for replies which a Pendula flow is not expecting, so you don't need to worry about the replies which your flows are managing for you.
Once an inbox record is created, you can view the contents of the inbound SMS, assign the record to another user if required, and respond if required directly via the console.
How to view inbox records within Salesforce
Click on the Inbox tab in the top navigation bar
You'll be able to view inbox records based on the following list views:
- Recently Viewed
- Inbox records yet to be actioned (status does not equal resolved)
To change a list view, click on the drop down arrow next to the title of the current list view
Let's take a closer look at the inbox object and its fields.
The type of inbound SMS the inbox record was created regarding.
|Response||The contents of the inbound SMS|
|Status||The status of the inbox record. This can be updated manually by a user to track whether the record has been actioned or not.
|Notes||Optional field to enter internal notes or comments|
|Assigned to||Allows an inbox record to be assigned to a particular user to action|
|Message||The message the inbox record was created regarding|
|Contact||The contact record which the message was sent to. This is determined by the most recent Message Recipient record which has matched to a contact|
|The lead record which the message was sent to. This is determined by the most recent Message Recipient record which has matched to a lead|
|The user record which the message was sent to. This is determined by the most recent Message Recipient record which has matched to a user|
Actioning inbox records via the console
The console can be added to the lightning page layout of the inbox object, allowing you to respond directly back to the recipient without needing to navigate to the relevant contact, lead or user record.
If the Inbox record and related message have matched to more than one recipient field (eg. both a contact and lead record), you can choose which record to associate the console sms to via the dropdown.
Once an inbox record has been actioned, you can then update the Status to