Salesforce – Creating Records From Unknown Numbers

Salesforce

TrueDialog Integration

System Administrator Permissions Required

Contact your system administrator for assistance if you can’t complete these instructions.

The Create Records From Unknown Numbers Custom Metadata Type is initially disabled. When enabled, it automatically responds to messages from unknown numbers by requesting contact information. If the contact responds with their information, a new record will be created for them. The instructions below show you how to enable the Custom Metadata Type and how it operates.

This Custom Metadata Type is limited to creating Contact or Lead records.

When a record is created by the Create Records From Unknown Numbers Custom Metadata Type, the record owner is the System Admin User that installed the TrueDialog Integration.

Configure and Enable Custom Metadata Type

1. Click the Settings Gear icon to open the settings menu.
2. Click Setup.

   

3. Enter custom metadata types in the search box.
4. Click Custom Metadata Types.

   

5. Find the Custom Metadata Type entry with an API Name of SMS_Integration__Create_Records_From_Unknown_Numbers__mdt.
6. Click Manage Records.

   

7. Click Edit.

   

8. The Details Request SMS textbox contains the message sent to unknown numbers. The default message can be customized, but it needs to specify that the contact responds with their First Name, Last Name, and Email separated by commas. A new record cannot be created without this information.

   If the contact replies with anything other than their (First Name, Last Name, Email), the details request message will be sent again. Note: The text boxes for Details Request SMS and Confirmation SMS are too small to display a complete message. To make this process easier, you can compose your message in another text editor and then paste it into these text boxes.

   

9. The Confirmation SMS textbox holds the message sent once the contact responds with their information. You can change this message in any way you want.
10. Check the Create Records checkbox.

    

11. Click the Choose Object dropdown.
12. Select Contact or Lead. A record of the selected object type will be created for the unknown number.
13. Click Save.

    

Example Conversation

The following screenshot depicts a conversation between the automated system and an unknown number. After the conversation concludes, the system generates a new record for the unknown number based on the provided contact information.

Conversation with Create Records From Unknow Numbers

Contact Record Created