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Create SMS Notifications with Salesforce Flows

Create SMS Notifications with Salesforce Flows

The purpose of this article is to provide an example of how a Salesforce Administrator can create a Flow to extend SMS notifications beyond the RingDNA Dialer extension to Salesforce or Email.

Example Package

An unmanaged package can be installed using the link below for easy experimentation in your Sandbox:

https://test.salesforce.com/packaging/installPackage.apexp?p0=04t5f000000SESo

Prerequisite

Create a Custom Notification Type

  1. Navigate to the Salesforce Setup page
  2. In the Quick Find Bar search Custom Notifications
  3. Select Custom Notifications from the results
  4. Create a new Custom Notification
    • Name: RingDNA New SMS
    • API Name: RingDNA_New_SMS

Flow Overview:

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Manual Implementation Steps

Create a new Flow in Salesforce

  1. Navigate to the Salesforce Setup page
  2. In the Quick Find Bar search Flows
  3. Select Flows from the results
  4. Select the option New Flow in the top-right corner of the page

When a Task is created in Salesforce containing the subject “Inbound Message:” this flow will be triggered.

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Flow Settings
Type: Record Triggered Flow
Object: Task
Trigger the Flow when: A record is created
Entry Conditions: Subject STARTS WITH Inbound Message:
Optimize the Flow for: Actions and Related Records
Run Asynchronously: FALSE
  1. The first thing this Flow will run is a Get Record on the object Custom Notification Type when DeveloperNameEQUALSRingDNA_New_SMS. Record IDs are not consistent across Salesforce Orgs when installing packages. This will look up the resulting ID and store it in the Text Variable SMSAlertID. If you are recreating this flow manually, an ID can be hardcoded when defining your Notification Type ID the Custom Notification Type Action later.

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Get Record Configuration
Type: Variable (Resource)
Name: SMSAlertID
Data Type: Text

Type: Get Record (Element)
Name: GetSMSAlertID
Object: Custom Notification Type
Condition: All Conditions Are Met
Rule: DeveloperName EQUALS RingDNA_New_SMS
Sort Order: Not Sorted
How Many Records to Store: Only the first record
How to Store Record Data: Choose fields and assign variables (advanced)
Where to Store Field Values: In separate variables
Field: Id → {!SMSAlertID}
When no records are returned, set specified variables to null: TRUE
  1. Next an Assignment element stores the Task’s Description and OwnerID as variables. This will be used later when invoking Send Custom Notification actions. Description contains the body of the SMS message and OwnerID will be the recipient of the notification.

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Assignment Configuration
Type: Collection Variable (Resource)
Name: OwnerId
Data Type: Text (Allow Multiple Values)

Type: Assignments (Element)
Name: InitializeTaskAssignments
Rule: {!SMSBody} EQUALS {!$Record.Description}
Rule: {!OwnerId} ADD {!$Record.OwnerId}
  1. We now need to determine if the Task is attached to a Lead, Contact, or No Record so we can perform the correct Get Record in the next step. We will use a Decision step for this.

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Decision Configuration
Type: Decision (Element)
Name: MatchType
Outcome Order:
Outcome Name: MatchedLead
Condition: All Conditions Are Met
Rule: {!$Record.WhoId} STARTS WITH 00Q

Outcome Name: MatchedContact
Condition: All Conditions Are Met
Rule: {!$Record.WhoId} STARTS WITH 003

Outcome Name: Default Outcome
Condition: No Conditions Needed
  1. We now have three branching paths. MatchedLead, MatchedContact, and our Default branch which I’ve relabeled as None. MatchedLead and MatchedContact lead into a Get Records element which will look up the associated Lead or Contact on the Task and allow us to store the Record ID to the ParticipantID variable and RecordFullName to the ParticipantName variable.

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Get Records Configuration
Type: Variable (Resource)
Name: ParticipantId
Data Type: Text

Type: Variable (Resource)
Name: ParticipantName
Data Type: Text

Type: Get Records (Element)
Name: GetContactParticipant
Object: Contact
Condition: All Conditions Are Met
Rule: Id EQUALS {!$Record.WhoId}
Sort Order: Not Sorted
How Many Records to Store: Only the first record
How to Store Record Data: Choose fields and assign variables (advanced)
Where to Store Field Values: In separate variables
Field: Id → {!ParticipantID}
Field: Name → {!ParticipantName}
When no records are returned, set specified variables to null: TRUE

Type: Get Records (Element)
Name: GetLeadParticipant
Object: Lead
Condition: All Conditions Are Met
Rule: Id EQUALS {!$Record.WhoId}
Sort Order: Not Sorted
How Many Records to Store: Only the first record
How to Store Record Data: Choose fields and assign variables (advanced)
Where to Store Field Values: In separate variables
Field: Id → {!ParticipantID}
Field: Name → {!ParticipantName}
When no records are returned, set specified variables to null: TRUE
  1. At this point we will need to define a few formula resources. The first is NotificationTitle which inserts the Lead or Contact’s name in the title of our Custom Salesforce Notification. We will also create a formula called OrgBaseURL to store the Base URL of the Salesforce instance for linking back to records in the Custom Notification and Email Notification.
Formula Resources
Type: Formulas (Resource)
Name: NotificationTitle
Data Type: Text
Formula: “New SMS Message from " & {!ParticipantName}

Type: Formulas (Resource)
Name: OrgBaseURL
Data Type: Text
Formula: LEFT({!$Api.Partner_Server_URL_260}, FIND( “/services”, {!$Api.Partner_Server_URL_260}))
  1. Now we will define the Text Templates for our Email Alerts. We will be creating one for when a Task is attached to a Lead or Contact, and a slightly different template when no match is made.
Text Templates
Type: Text Template (Resource)
Name: EmailBody
Body:
<p>Hello,</p><p>You have received a RingDNA SMS Notification from <a href="{!OrgBaseURL}{!ParticipantID}" rel="noopener noreferrer" target="_blank">{!ParticipantName}</a>.</p><p>{!$Record.Subject}</p><p>"{!SMSBody}"</p><p></p><p><div><!--[if mso]><br/> <v:roundrect xmlns:v="urn:schemas-microsoft-com:vml" xmlns:w="urn:schemas-microsoft-com:office:word" href="{!OrgBaseURL}{!$Record.Id}" arcsize="10%" strokecolor="#0066ff" fillcolor="#0066ff"><br/> <w:anchorlock/><br/> <center>View Record in Salesforce</center><br/> </v:roundrect><br/><![endif]--><a href="{!OrgBaseURL}{!$Record.Id}"<br/>style="background-color:#0066ff;border:1px solid #0066ff;border-radius:4px;color:#ffffff;display:inline-block;font-family:sans-serif;font-size:13px;font-weight:bold;line-height:40px;text-align:center;text-decoration:none;width:200px;-webkit-text-size-adjust:none;mso-hide:all;">View in Salesforce</a></div></p>

Type: Text Template (Resource)
Name: EmailBody_Unknown
Body:
<p>Hello,</p><p>You have received a RingDNA SMS Notification from an unknown contact.</p><p>{!$Record.Subject}</p><p>"{!SMSBody}"</p><p></p><p><div><!--[if mso]><br/> <v:roundrect xmlns:v="urn:schemas-microsoft-com:vml" xmlns:w="urn:schemas-microsoft-com:office:word" href="{!OrgBaseURL}{!$Record.Id}" arcsize="10%" strokecolor="#0066ff" fillcolor="#0066ff"><br/> <w:anchorlock/><br/> <center>View Record in Salesforce</center><br/> </v:roundrect><br/><![endif]--><a href="{!OrgBaseURL}{!$Record.Id}"<br/>style="background-color:#0066ff;border:1px solid #0066ff;border-radius:4px;color:#ffffff;display:inline-block;font-family:sans-serif;font-size:13px;font-weight:bold;line-height:40px;text-align:center;text-decoration:none;width:200px;-webkit-text-size-adjust:none;mso-hide:all;">View in Salesforce</a></div></p>
  1. With everything now defined in our variables, It’s time to send out the SMS and Email notifications. The Default “None” branch will be using one set of variables while MatchedLead and MatchedContact merges together.

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Action Elements
Branch: MatchedLeadandMatchedContact
Type: Action (Send Custom Notification) (Element)
Name: SendSMSNotification
Custom Notification Type ID: {!SMSAlertID}
Notification Body: {!SMSBody}
Notification Title: {!NotificationTitle}
Recipient IDs: {!OwnerId}
Sender ID: DISABLED
Target ID: {!ParticipantID}
Target Page Reference: DISABLED

Type: Action (Send Email) (Element)
Name: SendEmailNotification
Body: {!EmailBody}
Subject: New SMS Message from {!ParticipantName}
Email Addresses (collection): DISABLED
Email Addresses (comma-separated): {!$Record.Owner:User.Email}
Rich-Text-Formatted Body: {!$GlobalConstant.True}
Sender Address: DISABLED
Sender Type: DISABLED

Branch: None/Default
Type: Action (Send Custom Notification) (Element)
Name: SendSMSNotificationUnknown
Custom Notification Type ID: {!SMSAlertID}
Notification Body: {!SMSBody}
Notification Title: New SMS from Unknown Person
Recipient IDs: {!OwnerId}
Sender ID: DISABLED
Target ID: {!ParticipantID}
Target Page Reference: DISABLED

Type: Action (Send Email) (Element)
Name: SendEmailNotificationUnknown
Body: {!EmailBody}
Subject: New SMS Message from Unknown Person
Email Addresses (collection): DISABLED
Email Addresses (comma-separated): {!$Record.Owner:User.Email}
Rich-Text-Formatted Body: {!$GlobalConstant.True}
Sender Address: DISABLED
Sender Type: DISABLED

Results

If you have correctly set up your Flow or installed the Unmanaged package, you will see the following alerts when a new Task is created, provided that the Subject Line begins with Inbound Message.

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Salesforce Custom Notification:

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Email Notification:

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