
Incoming SMS
Incoming SMS refers to the ability of Salesforce to receive text messages from customers or leads. This feature is beneficial because it allows businesses to communicate with their customers more efficiently. Businesses must first enable the “SMS” feature in their Salesforce account to use this feature. Once this has been done, they can create an “Incoming SMS” rule. This rule will specify the number from which the text message will be sent and the keyword that will trigger the rule. For example, a business may specify that any text message containing the word “order” will be routed to their sales team.