You can use the SMS channel for Salesforce to perform the following:

  • Initiate SMS messages to a phone number on a Salesforce record.
  • Reply to inbound messages from customers.
  • Associate inbound threads with one or more Salesforce records. 

You can use this feature if a customer sends an SMS to your organization to request an update on their open support case.  After assisting the customer, you can associate the SMS thread with the related contact and case within Salesforce to track the request.

For more information about setting up SMS, see SMS.

Managing the Inbox

You can view and reply to the new inbound SMS messages using the LiveVox Omnichannel tab.

To view the new inbound messages, click the LiveVox Omnichannel tab.

To reply to a new message, double-click the message and then continue the conversation in a new tab.