Salesforce SMS Integration Using Zapier and TxtSync

A differentiating factor between competing businesses is the strength of their customer services. Business communications to customers play an important part in the perceived quality of the customer services on offer.

SMS is the preferred communication channel for customers as it can deliver short, concise and relevant notifications, keeping them in the loop with what’s going on. Using Zapier and TxtSync it is very easy to send SMS out of Salesforce and instantly improve your customer communications.

This guide will explain what Zapier is, and demonstrate how it can be used to send SMS through TxtSync. The example we will use is to send an SMS to a contact when a case has been raised. The SMS is an acknowledgment that the case has been logged and will inform the contact of the case reference number.

What is Zapier?

As a business you’ll likely be using various software to drive parts of you business workflow. There comes a time where a workflow needs to span across your different software. This is where Zapier steps in. Zapier is a service that allows software vendors to create apps to their products. These apps provide you with triggers and actions that you can base your workflow on.

The best way to imagine Zapier is that its the glue between different products. It gives you the ability to create your workflow processes without the need of a developer writing any code.

What is TxtSync?

TxtSync is a cloud-based SMS service that delivers global SMS. Through TxtSync you can send and receive SMS and track delivery reporting. You can use TxtSync to manage contacts and deliver targeted marketing material directly to their mobile phones.

TxtSync has built a Microsoft Flow connector that makes it easy for you to send SMS as part of your Microsoft Flow actions. Alternatively you can trigger workflows on receiving an inbound message.

How to Send an SMS from Salesforce using Zapier?

In this how to guide we will take you through the process of sending out an SMS when a support case is raised in Salesforce. The message sent out will inform the contact that the case has been logged and provide them with the case reference number.

What do you need to get started?

  • Salesforce subscription – Hopefully you already have this. 🤣
  • Zapier subscription – You’ll need to be able to access premium apps. 👍
  • TxtSync account – You can signup for free and use the credit TxtSync provides. 😇

Setting up your TxtSync Account

  • If you haven’t got a TxtSync account you will need to create one for free here. TxtSync gives you some free credit to get started with.
  • Create an application for Zapier by clicking here. This will provide you with a Client Key and Secret that’s used for authentication in the TxtSync Zapier app.
  • Take note of TxtSync’s free shared numbers that you can use to send SMS here.

Please Note: You can purchase your own dedicated number or setup a free Sender ID. This is recommended when your serious about going live with your solution as the number or Sender ID represents your brand.

Setting up Zapier

  • Once you have created a Zapier account click Make a Zap! from the Zapier web app.
  • Under Choose a Trigger App search for Salesforce.
  • Select Salesforce.
  • Click Show less common options.
  • Select New Case.
  • Click Save + Continue.
  • You will now need to enter your Salesforce credentials.
  • Now click on Connect an Account.
  • Allow Zapier to access your Salesforce account.
  • Enter your Salesforce Username and Password
  • A verification code will be sent to your email address. You will need to use this to verify your Salesforce login attempt.
  • Grant access for Zapier to your Salesforce account by clicking Allow.
  • Now click Save + Continue.
  • Allow Zapier to pull in some sample data from salesforce and select a case to work from.
  • Click Continue.
  • You now need to create a Salesforce action to get the contact details so that you have access to the phone numberClick Add a Step.
  • Select Action/Search.
  • Search for Salesforce.
  • Click on show less common options.
  • Under search select Find a Contact.
  • Click Save + Continue.
  • Your Salesforce account connection will already be selected so just click on Save + Continue.
  • Choose to search by Contact ID.
  • In the Search Value select Contact ID Raw.
  • Click Continue.
  • On the next page if you are using live data select Fetch and Continue.
  • The click Finish.
  • The final step is to now connect up to TxtSync and send out your SMS.
  • Click on Add a Step.
  • Click Action/Search.
  • Search for TxtSync.
  • Select Send SMS.
  • Click on Save + Continue.
  • Now Click on Connect an Account.
  • You will need to enter you click key and secret that you generated earlier on in this guide.
  • Click Yes, Continue.
  • Your connection will be created. Click Save + Continue.
  • Within the From field select a number that you have access to.
  • Within the To field select the Salesforce contact’s Mobile Phone from the Find a Contact section.
  • Finally enter the message you wish to send the contact. Don’t forget you can use the Salesforce fields to personalise your message.
  • Click Continue.
  • At this point if you are using real data you will be able to test by clicking Send Test To TxtSync.
  • Click Finish.
  • Finally give your Zap a name and turn it on!

Testing your Zap

Testing your zap is the easy part. In this instance all you need to do is logon to your Salesforce. Create a contact with your mobile number. The create a case against your contact and wait for your next message to arrive.

Its as easy as that to deliver top quality customer communications!