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How Do I Get Outbound Messages in Salesforce?

Outbound messages help greatly in automating external and internal customer communication and operationalized business processes within Salesforce. Outbound message in Salesforce can be for communicating certain changes to the customers, for sending alerts about certain events, or even for sharing certain transactional information with customers about their accounts. But, beware how can you organize yourself as a Salesforce user and administrator to properly set up and manage outbound messages?

If you are using Salesforce then you have several options on how to manage outbound messages, and this blog will outline those coupled with the more advanced 360 SMS solution. By the end of this blog, you will have developed a clear picture of how outbound messaging operates, what tools exist, and how 360 SMS adds value to your outbound messaging.

Outbound Message in Salesforce

Salesforce offers multiple methods for outbound messaging, and you can find them under the automation tools. Such tools let users deliver automated messages depending on occurrences or events in the context. The most prominent method is via Salesforce Workflow Rules where an outbound message can be configured such that when a given condition is met then an outbound message is fired. This is also used for systems, for instance, when an external service has to be informed that a record has been modified in Salesforce.

Further, you can use outbound messages in Salesforce Flow and Process Builder, making it possible to work on more complicated processes than mere triggers can support.

While these native tools are robust, they are often limited to system-generated notifications and are best suited for internal alerts or updates to external systems rather than personalized communication with customers.

The Role of 360 SMS for Outbound Messages in Salesforce

If you’re looking for more dynamic, personalized, and efficient outbound messaging beyond native Salesforce capabilities, 360 SMS offers an enhanced solution. Here’s how 360 SMS takes outbound messaging to the next level, making it a powerful tool for both customer communication and internal processes.

Triggered Messaging for Complex Automation:

Businesses often need to automate complex messaging workflows based on customer behavior, transactions, or predefined events. For instance, sending reminders for payments, service renewals, or order updates at precise intervals can be difficult to manage manually.

Not every scenario can be easily handled with basic point-and-click automation tools, and certain use cases require more sophisticated triggers and automation processes. For this, standard automation features become crucial to avoid manual errors and ensure timely communication.

With 360 SMS, you can set up triggered Salesforce outbound messages for various complex use cases by seamlessly integrating with Salesforce automation tools like Flow and Process Builder. These messages automatically trigger based on your custom criteria, whether it’s a customer action or a transactional update, ensuring that users can cover all key moments in the customer journey without any need for manual intervention.

AI-Powered One-on-One Messaging:

Customers in the current world business require quick responses to their responses in today’s growing fully competitive economy. Ultimately, a lack of quick answers to customer’s queries might make them dissatisfied or get bored especially during personal communications thus slowing down the conversion rates. Reactivity is critical in interacting with consumers, though responding to each message requires a lot of time and may be full of errors, especially when coping with a significant amount of customers.

Teams need intelligent tools that can provide personalized responses promptly.

360 SMS addresses this challenge by offering AI-powered messaging, which automatically suggests relevant replies during conversations. This reduces response times while maintaining high levels of personalization, ensuring that customers feel valued and engaged. These AI-powered replies enhance communication speed and quality, making it easier to keep up with customer demands.

Color-Coded Messages for Prioritization:

It can be rather challenging to handle a number of simultaneous conversations in real-time, not to mention that such dialogues may be challenging to sort according to the urgency of the messages. Having no system of priorities, one finds oneself overlooking a very important follow-up.

To handle multiple inbound and outbound communications effectively, businesses require a method to categorize unread or pending messages, so that users can prioritize urgent cases.

360 SMS provides a solution with its color-coded unread message feature, allowing users to visually prioritize unread messages based on time gaps. This helps teams easily identify which messages require immediate attention, preventing missed opportunities and ensuring that important conversations are always handled in a timely manner.

Bulk Messaging for Mass Outreach:

With regards to companies that have a heavily populated target group, followers’ reaching can be quite a tiring process. In marketing campaigns, service alerts, or even company announcements that need to be sent to thousands of customers, there must be a way to filter the emails. A person can’t send out thousands of messages every time manually. Using an improper system, users should perform tasks repeatedly. 

Using 360 SMS’s bulk messaging functionality you can send targeted messages to thousands and millions of attendees employing Salesforce Campaigns, List views, and Reports.

Multi-Channel Targeting for Outreach:

Touching a customer through one medium only is potentially an unproductive affair because not every customer will respond to a particular mode of contact. To effectively engage customers, businesses cannot afford to operate outside customer-preferred channels such as the use of SMS, or WhatsApp among others.

Sticking to a single communication channel also risks missed opportunities. Customers may ignore one channel but engage through another. Hence, it is crucial to use multiple channels when creating advertising and communication campaigns.

In turn, with 360 SMS, companies can leverage different modes of communications, including SMS, WA, Facebook Messenger, and others, that are within the Salesforce environment.

environment. This feature allows you to target customers across different platforms, increasing the chances of reaching and engaging with your audience, thereby boosting your marketing effectiveness.

Smooth Transition Questions Before Conclusion

As we wrap up, it’s essential to understand some foundational concepts and alternative solutions for Salesforce outbound messages.

What is the meaning of outbound messages?

Outbound messages in Salesforce refer to automated messages sent from Salesforce to external systems or customers, typically triggered by workflow rules or processes within the platform.

What is the alternative to outbound messages in Salesforce?

An alternative to outbound messages in Salesforce includes tools like 360 SMS, which enhances outbound communication with additional capabilities such as multi-channel targeting, AI-powered responses, and bulk messaging features.

Conclusion

Salesforce offers basic outbound messaging tools such as Workflow Rules, Flow, Process Builder, etc., which are not very effective when coming to personalized, large-scale, and multi-channel communication. If businesses are keen on taking the outbound messaging strategy to the next level, there is no better tool than 360 SMS to use.

Apart from the basics such as triggered messaging, AI-powered replies, bulk messaging, and drip campaigns, with its multi-channel functionality, 360 SMS helps businesses go further. This means users can reach the right audience at the right time depending on the social network or platforms. No matter if the goal of an organization is to send routinary transactional messages, to carry out a conversation in real-time, or to send thousands of promotional messages at once, the best features provided by 360 SMS allow to improve Salesforce outbound message communication.

360 SMS is an innovation in enhancing Salesforce’s outbound messaging by enhancing its possibilities. Want to experience the 360 SMS magic?  Drop us a line at care@360smsapp.com or click here to contact us.

Siddharth Sehgal

CEO

Siddharth Sehgal is CEO & Salesforce Communication Guru. He helps businesses grow exponentially by putting their Salesforce CRM on steroids with his unique techniques. He is on a mission to help businesses build deeper relationships with their customers.