Once a new inbox record is created within your Salesforce environment, there are a number of different ways to notify or alert the relevant user to view and manage these responses.

One of the most popular ways is to setup a Public Group of users within Salesforce, who can then be notified by a process builder whenever a new inbox record is created.

These notifications will appear as lightning notifications within Salesforce, which you can read more about here.

We've detailed steps on how to set this up below. 

For further information on this functionality, and on other ways to automate processes within Salesforce, visit Salesforce Help and Trailhead.

Quick links

Creating a custom notification

Creating a public group

Creating a process builder

Creating a custom notification

1. Login to your Salesforce environment, and navigate to Setup

2. Within Setup, search for and navigate to Custom Notifications

3. Click New to create a new Customer notification. In the Custom Notification Name field, enter New Inbox Record

4. Select Desktop as a Supported Channel, then click Save

Creating a public group

1. Login to your Salesforce environment, and navigate to Setup

2. Within Setup, search for and navigate to Public Groups

3. Click New to create a new Public Group. In the Label field, enter Pendula Inbox Notification

4. Use the Search dropdown menu to assist with adding any Users, Roles and other Public Groups to this Public Group. Anyone added here will be notified of a new Inbox record creation. You can add or remove anyone within this Public Group at any time.

5. Click Save

Creating a process builder

1. Login to your Salesforce environment, and navigate to Setup

2. Within Setup, search for and navigate to Process Builder

3. Click New to create a new Process Builder. In the Name field, enter Pendula - New Inbox Notification

4. Under The process starts when, select A record changes. Click Save

5. Click on the + Add object box and select the Inbox object within the Object field to start the process. Select only when a record is created, then click Save

6. Click on the + Add criteria box and enter New Inbox record into the Criteria Name field. Select Conditions are met under Criteria for Executing Actions.

7. Under Set Conditions, select the following values against each field.

   Field: Status

   Operator: Equals

   Type: Picklist

   Value: New

8. Click Save

9. Click on + Add Action in the Immediate Actions box. Under Action Type, select Send Custom Notification

10. Enter Send notification to the Action Name field, and select New Inbox Record

11. Under Notification Recipient select Group, then search for the Public Group you created earlier

12. Under Notification title, enter the following:

    New SMS from {![Pendula_Extn__Inbox__c].Pendula_Extn__Message__r.Pendula__SMS_From_Number__c}

13. Under Notification body, enter the following:

    {![Pendula_Extn__Inbox__c].Pendula_Extn__Response__c} from{![Pendula_Extn__Inbox__c].Pendula_Extn__Message__r.Pendula__SMS_From_Number__c}

    These merge fields are based on the Pendula Extension 1.4 Salesforce app extension, depending on when you had the Inbox configured the field names might be different. Use the Merge field field to search for the correct field names, and if needed, customise this process builder further.

14. Click Save, then click Activate

Process builders can error if configured incorrectly, which can also cause additional processes within Salesforce such as the creation of Message and Inbox records to fail.

Always use caution and test thoroughly before adding additional automation on Pendula objects within Salesforce.