Quick links
What channels can Pendula send communication via?
Can Pendula send one-off emails or SMS?
Can Pendula mask our mobile phone number as our business name?
What email address and sender name does Pendula use?
Can Pendula mask emails from our own email address or domain?
What happens if someone replies back to an SMS sent from Pendula?
What happens if someone replies back to an email sent from Pendula?
Can I setup notifications if someone replies to an SMS?
Why can't I see the console in Salesforce?
Why aren't inbound messages appearing on the console for a Contact/Lead/User?
How can I check if a flow has triggered?
How can I check if a someone was a recipient of a flow?
What channels can Pendula send communication via?
The primary communication channel is two-way SMS. Pendula also supports communication via outbound email.
Can Pendula send one-off emails or SMS?
Yes, flows can be configured to send on a recurring or one-off basis. Pendula can send both automated or manual messaging to specified groups of recipients, and supports one-to-one SMS via the console.
Can Pendula mask our mobile phone number as our business name?
Masking a mobile phone number means it can only be used for broadcast messaging-as recipients are unable to respond back to any communications from this number. For this reason, Pendula provides you with a mobile phone number unique to your organisation, which you can use for all automated and ad-hoc messaging between your business and your customers.
We recommend your customers save this number in their mobile, as it won't change while you're using Pendula.
What email address and sender name does Pendula use?
Emails are sent by default from a noreply@pendula.net address, and the sender name as your business. The sender name and reply to address of an email can be customised at any time under the Custom sender settings of an outbound email node. See Configuring conversation nodes for more information.
Additionally, Pendula can mask emails from an internal business address or domain once this has been authorised by you.
Can Pendula mask emails from our own email address or domain?
Yes we can, however you'll firstly need to authorise Pendula to send on behalf of either a single email address or your domain.
Please contact the Support Team if you'd like to enable email masking.
What happens if someone replies back to an SMS sent from Pendula?
All replies are routed back to Pendula.
If a flow is expecting certain keywords or phrases from a recipient, it'll automatically action these responses based on what you have configured within the flow builder.
If an unexpected or invalid response is received, it triggers the creation of an Inbox record in Salesforce.
What happens if someone replies back to an email sent from Pendula?
Pendula does not manage inbound messages for email, rather these are sent directly to the reply to address configured for your tenant or specified within the custom sender settings within the flow builder.
Where can I view SMS replies?
You have visibility over all communication to and from Pendula within Pendula and your Salesforce environment. If you have defined expected responses within your flow, these will be displayed on the inbound tab of the Messages screen within Pendula and recorded within the performance report of the flow.
Additionally all inbound messages (expected or otherwise) are synced to Salesforce and are visible as Message and Inbox records. The Inbox provides you with an easy way to view and if needed, respond to any inbound message using the console.
See Managing exceptions with the inbox for more information.
How does the console work?
The console resides within Salesforce and provides you with a simple way to send ad-hoc or manual messages. It can communicate with Leads, Contacts or Users based on the the number in the standard MobilePhone field (in +61 format).
See Sending SMS via the console for more information.
Can I setup notifications if someone replies to an SMS?
Salesforce has a wide range of reporting and automation tools which you can use in conjunction with Pendula to create notifications once an inbox record is created.
These include, but are not limited to:
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Triggering lightning notifications to inform specified groups of users when a new inbox record is received
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Using Pendula to send trigger flows to a group email address when a new inbox record is received
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Using reports and dashboards (such as the standard Pendula reports) to keep track of inbox records
See Setting up lightning notifications for Inbox records for more information.
Why can't I see the console in Salesforce?
You'll firstly need to have a Pendula licence assigned to your user in Salesforce in order to access the console. You'll also want to ensure the console is available on the object and page layout that you are viewing. These layouts can be specific to a record type or particular app, so you may need your Salesforce Administrator to enable it on the console for your user.
See Sending SMS via the console for more information.
Why aren't inbound messages appearing on the console for a Contact/Lead/User?
Pendula can only match an inbound SMS back to a Contact, Lead or User record based on whether it shares the same mobile phone number (in +61) format in the standard MobilePhone field. If messages aren't appearing on a specific record, confirm their mobile phone number is formatted correctly and entered in the correct field.
How can I check if a flow has triggered?
Each time a flow triggers for a record, it creates an experience. An experience contains a summary of all the actions taken for record as it progresses through a flow, including any messages sent as part of this flow.
See Experiences and messages for more information.
How can I check if a someone was a recipient of a flow?
Each time an experience is created, it has both a record id and contact id which correspond with the relevant records within your data source. You can use this to see which exact record an experience is regarding, or alternatively search for a specific id to see how many experiences or messages relate to it within Pendula.
See Experiences and messages for more information.