Reach more of your customers right from Salesforce. You can now send SMS surveys automatically when something happens in Salesforce, and make sure customers without an email address still get your survey through Fallback to SMS.
📱 Automated SMS Surveys from Salesforce
Just like Salesforce email triggers, you can now send SMS surveys automatically whenever a Salesforce event fires, such as a Case being closed or a deal being won.
- Choose the trigger object: pick the Salesforce object that sends the SMS (e.g., Case, Contact or any custom object)
- Map recipient details: select the fields that hold each customer’s name and phone number
- Carry Salesforce data onto responses: add merge fields like Case ID, Account ID or Contact ID to every response, then filter and report on them
- Send in your customer’s language: map a language field so each customer gets the SMS in their own language
- Customize your message: edit your SMS template anytime, including multilingual versions
How to set it up: Go to Distribute → SMS & WhatsApp → Trigger via Integrations → Salesforce → Configure.
⚠️ Make sure phone numbers in Salesforce include the country code (e.g., +1, +91). SMS can’t be sent to numbers without one.
✉️➡️📱 Fallback to SMS for Salesforce Email Triggers
Some Salesforce records have a phone number but no email address. With Fallback to SMS turned on, your email trigger automatically sends the survey by SMS when a record has no email, so no customer gets skipped.
- Email always comes first: if a record has both an email address and a phone number, the survey is sent by email only, so customers never receive it twice
- No extra Salesforce setup: the same Endpoint URL works for both email and SMS, so there’s no new Outbound Message or Flow to create
- Easy to enable: set up the SMS trigger on the same Salesforce object as your email trigger, configure your SMS template, and switch on the toggle
How to turn it on: Go to Distribute → Email → Trigger via Integrations → Salesforce → Configure, then switch on Fallback to SMS in the Configure Email tab.
📖 Learn more: Integration with Salesforce