User Guide - Screen

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on User Guide for SMS-Magic on Zoho CRM screen-magic.com NOV 2016 Contents 1. Prerequisites for using SMS-Magic on Zoho CRM............................................................................3 2. Basic Settings .......................................................................................................................................4 3. Send single/bulk SMS .......................................................................................................................11 4. Receive SMS .......................................................................................................................................13 5. SMS History ........................................................................................................................................14 6. SMS Automation ...............................................................................................................................16 7. SMS/MMS Campaign ........................................................................................................................25 screen-magic.com Page 1 Introduction The SMS Magic Extension for Zoho CRM enables you to make customer conversations much easier. It offers you the ability to to send and receive SMS messages from Zoho CRM. You can also Automate messages using Webhooks, create SMS Templates with Dynamic fields, Manage Sender ID and view Delivery Reports for your messages. This User Guide will enable you to derive the maximum out of your SMS Magic extension for Zoho CRM. It provides you with detailed steps and screenshots on how to use each individual SMS Magic feature. For information on how to Install and Configure SMS Magic on Zoho. Read our Installation Guide. You can also contact [email protected] for any questions or concerns. screen-magic.com Page 2 (1) Prerequisites 1. Installation and Configuration a. You need to have a valid Zoho CRM account on which you have installed SMS-Magic Extension b. You need to have an account with SMS-Magic and have the Zoho CRM configured with this account c. Check our Installation Guide for more details 2. Subscription and SMS Pack a. You need choose one of our Subscription Plan to avail the features provided by SMS-Magic. You can buy the Subscription or go for a trial of 15 days to evaluate our product b. SMS Pack is like a recharge pack for your account. You can purchase the SMS credits using these packs c. Contact [email protected] for details and assistance 3. Incoming Number (Only if you wish to receive messages on Zoho CRM) a. To avail incoming functionality, you first need to procure a dedicated incoming number to receive replies b. All the SMSs received on this number are pushed to your Zoho CRM and will also be recorded in your account at SMS-Magic c. Contact [email protected] for details and assistance screen-magic.com Page 3 (2) Basic Settings Once you have met all the Prerequisites, you are all set to Send and Receive Messages to your Leads and Contacts. Although there is much more that you can achieve using SMS-Magic! A. Send SMS Button Installation of SMS-Magic Extension on Zoho enables you to send SMSs to your Leads and Contacts by providing Send SMS buttons on the List View of Leads and Contacts Modules. Send SMS Button You can also configure the Send SMS button right on the detail view of the record. To add the Send SMS button to the detail view of a record, follow the steps below: 1. In your Zoho CRM, go to Setup > Customization > Modules and choose the module to which you wish to add the Send SMS Button Choose Module screen-magic.com Page 4 2. Go to tab Links and Buttons. You will see that the Send SMS button is already created for List View Page. Click on Create New Button. Click on Create New Button 3. Enter the details for creating the button: a. Button Name: Name you would want to have for Send SMS button b. Placement of Button: Choose ‘View Page’ as the location c. Action: Choose ‘Invoke a URL’ as action on click of a button URL for creating button on Leads: https://sms-magic.in/zoho/#/campaignSendSms?recordIds=${Leads.Lead Id}&phoneField=Mobile&objectName=Lead URL for creating button on Contacts: https://sms-magic.in/zoho/#/campaignSendSms?recordIds=${Contacts.Contact Id}&phoneField=Mobile&objectName=Contact Note: This button will pick up the phone number stored in the Mobile field. d. Choose the way you want that URL to open and click on Save Button name Placement of Button Action URL screen-magic.com Page 5 4. You now have the Send SMS button created on the detail view of record. B. Sender ID Sender ID is the Name or Number which flashes on the recipient's mobile phone when they receive an SMS Text message. SMS-Magic provides you the option to configure the Sender ID for your organization. 1. In Zoho CRM, go to SMS SenderID module from the top menu. SMS Sender ID screen-magic.com Page 6 2. Click on ‘+’ icon to create a new Sender ID. Create new Sender ID 3. Enter the ‘SMS SenderID Name’ for your reference and the ‘Sender ID’ which you wish to use. Click on Save. SenderID screen-magic.com Page 7 4. Your Sender ID is now ready to be used. You can choose the Sender ID while composing the message for your recipients. SenderID Note: There are some restrictions on Sender IDs in different countries. Click here to know more. C. SMS Template With SMS-Magic, you can create templates for SMSs which you send frequently. In the templates, you can use dynamic variables of the object like name, address etc. These variables would be auto populated to their values while sending SMSs. This provides you with a personalized touch when you connect with your Leads and Contacts in Zoho. 1. Log in to https://sms-magic.in and go to Campaigns > SMS Template to create a SMS Template. Create SMS Template screen-magic.com Page 8 2. Click on Create New Template. Create New Template 3. Enter these details for creating a Template: a. Name of the Template. b. Reference ID for your reference. c. Select the Module for which you wish to create the template. d. Fields drop down will auto fetch the fields of the Module you have selected in the earlier step. Choose the field you wish to insert in the Message. e. Enter the Template text manually and insert dynamic fields as mentioned in step above. f. Keep the Type as Normal and click on Save Template. screen-magic.com Page 9 4. You can select this template while composing a message for your recipients. New Template screen-magic.com Page 10 (3) Send single/bulk SMS You can either send a message to a single record of your Leads or Contacts or can select multiple records of Leads or Contacts and send a SMS in one go. Here’s how1. Go to the module (Leads or Contacts) you wish to send SMSs to. 2. Select one or multiple records of that module and click on the Send SMS button. Send SMS button 3. You will be redirected to the SMS-Magic portal. 4. You can select your desired SenderID, List of Recipients & option to remove them from the list, option to choose any template created for that module, text area to compose message and Info Bytes which shows information on the recipient list and expected SMS credits that will be consumed for sending out the SMSs. screen-magic.com Page 11 5. Click on Send now, a pop-up will appear to confirm your action. Pop-up to confirm Click on Send Now Once the message is sent, you will be redirected back to Zoho CRM. screen-magic.com Page 12 (4) Receive SMS There are two ways to collect responses over incoming numbers: 1. Use the incoming number procured as your SenderID, so that your recipient can simply reply to the incoming message. Incoming number as a SenderID 2. Mention the incoming number in the SMS that you have sent to your recipient. For e.g.: ”Hi Ted, Please reply back at to confirm your appointment.” 3. Once you receive a message, you can see it in the SMS History Module in Zoho CRM and in the Response Tab in the SMS-Magic portal. Note: In Zoho CRM’s SMS History Module, incoming messages can be identified by the entry in the ‘Direction’ column. If the entry is IN, this message is an incoming message. The SMS History Name for incoming message will also have IN prefixed before the SMS History Name. screen-magic.com Page 13 (5) SMS History 1. Both Outgoing and Incoming messages will be recorded in the SMS-Magic Portal and Zoho CRM. 2. You can go to SMS History Module in Zoho CRM to have a look at the messages that you have sent and received. The Direction of the message clearly shows whether that message was Sent out (OUT) or Received (IN). Lookup for Leads 3. The lookup to the Leads or Contacts will be automatically added in the SMS History module. 4. You can check the delivery status of the outgoing message by viewing its details. screen-magic.com Page 14 Outgoing: Log in to www.sms-magic.in and go to Campaigns > SMS History. Incoming: Log-in to www.sms-magic.in and go to Responses. screen-magic.com Page 15 (6) SMS Automation Based on the Workflow rules, you can trigger an SMS using webhooks from your Zoho CRM. This is a 3-step process. Let’s visit them one by one1. Understanding the XML configuration for SMS Automation For your ease, we have already provided the XML configuration that needs to be used while creating a Webhook for SMS Automation. You can access the XML by logging in to www.sms-magic.in and then going to Get Started > Automation tab. XML to be used in Webhooks for SMS Automation We will break down the XML Script for you. a. This is the library used. You need not make any changes in this part. b. [email protected] This contains your username. You need not make any changes in that, this will be auto populated. c. Sender_Id This is the Sender ID, you can change it to your desired Sender Id by replacing ‘Sender_Id’. Example: I wish to have my Sender ID as AM-SALES so I will change Sender_Id to AM_SALES d. 80007894 This contains your account Id. You need not make any changes in that, this will be auto populated. e. d56cb0190e7710caf18841266xxxxxxx This contains the API key of your SMS-Magic account. You need not make any changes in that, this will be auto populated. screen-magic.com Page 16 f. Template Text This piece of XML defines the module you wish to send message to, field from which to pick the mobile number, and the message to be sent. g. mobilenumber='${Leads.Mobile}' Defines the Leads field from which the message is to be sent. Currently the Mobile field is set to pick up the phone number. If you wish to pick up the phone number from the Phone field replace. mobilenumber='${Leads.Mobile}' with mobilenumber='${Leads.Phone}' h. recordId='${Leads.Lead Id}' Defines the Lead ID to be picked up, you need not make any changes in that. i. modulename='Lead' Defines the Module for which this SMS Automation would work for, this will be auto populated, you need not make any changes in that. j. Template Text This is the text that will be sent out to your recipients when the workflow having this webhook is triggered. You can change this text to your desired message. You can insert dynamic fields in this text while creating a webhook (explained in a later section). 2. Create Webhooks. This allows you to communicate with third party application by sending an instant web notification every time an event occurs. A. In Zoho CRM, Go to Setup and select ‘Workflow Automation’ under Automation. Select ‘Workflow Automation’ screen-magic.com Page 17 B. Go to Webhooks and click on Configure Webhook Configure Webhook C. Fill in the details of Webhook: i. Name: ii. URL to notify: Use https://sms-magic.in/smsgateway/post iii. Method: Select POST iv. Description: < Any details you wish to mention> v. Module: screen-magic.com Page 18 D. URL Parameter: You need to enter the below details for ‘Parameters in the User Defined Format’ under ‘Append Entity Parameters’ : i. Parameter Name: ‘text’ ii. Description: you need to enter the XML configuration created for your account. You can find the xml configuration by logging-in to www.sms-magic.in and then going to Get Started > Automation tab. iii. Copy and Paste the xml configuration into the Description section. Also, choose the Parameter Name as “text”. screen-magic.com Page 19 iv. You can configure the XML as per your requirements. To insert a dynamic field in the message, simply select the field from the drop down and click on Insert. v. Click on Save and your Webhook is now ready to be used in the Workflow rule! screen-magic.com Page 20 3. Associate the Webhook with the Workflow Rule. A. Go to Setup > Automation > Workflow Automation and click on Create Rule B. Choose the Module for which you need to create a Workflow rule, provide the rule name and description. screen-magic.com Page 21 C. Select the when condition for the rule to execute. For this example we are creating a workflow rule which will trigger an automated message to Leads when they are created at Zoho CRM D. Select the records on which this rule should be applied. screen-magic.com Page 22 E. Select “Webhooks” under Instant Action. F. Select and Associate the Webhook that you have created. Note: The module selected for the Workflow rule and the module selected for the Webhook should be the same. screen-magic.com Page 23 G. Once done, the Webhook will be associated with the Workflow. Click on Save. H. Make sure the Workflow rule is set to active. I. Now every time the workflow rule is met, the webhook will send automated SMSs! screen-magic.com Page 24 (7) SMS/MMS Campaign SMS-Magic also provides you with the following capabilities: 1. SMS Campaign to any Object 2. Ability to send and receive MMS Messages! Yes you read it right, we do provide you with the capabilities to send SMS campaigns to records of any object. You can also choose to add a media file in that campaign to make your communication more effective. We will cover this in two sections. Section 1: Getting your Recipient ready In order to send SMS/MMS to records of any object of your Zoho CRM, you need to have the recipient list in the CSV file and upload it while running a campaign. You can also choose to save the recipient list in your SMS-Magic portal so that you can use this in future again. Exporting Records from Zoho CRM 1. Go to https://www.zoho.com/crm/lp/login.html and log in with your valid Zoho CRM credentials. screen-magic.com Page 25 2. Go to Export functionality under Setup > Data Administration. 3. Choose the Module for which you need to export records in CSV format. screen-magic.com Page 26 4. Your CSV has the list of records and is ready to be used for sending out SMS/MMS campaigns. You can choose to look into the CSV file and remove the recipients to whom you do not want to send SMSs to. Note: It is not mandatory to export a CSV from Zoho CRM. You can yourself create a CSV file and insert records to which you need to send SMSs to. The CSV created should have the column names/field names. Saving the CSV file in the SMS-Magic portal It is not required to save the CSV in SMS-Magic portal in order to run a campaign. You can directly upload the CSV file while running a campaign or choose to select a saved CSV file. If you wish to save the CSV file in the SMS-Magic portal so that you can use the same recipients in other campaigns, you need to do the following: screen-magic.com Page 27 1. Go to https://sms-magic.in and log in with your valid credentials. 2. Go to Campaign >> Lists and click on Create List. screen-magic.com Page 28 3. Enter the name for the list for your reference and click on Choose File to select the CSV file that you want. 4. Click on Create. A new list will be created. screen-magic.com Page 29 Section 2: Running a SMS/MMS campaign Now that you have the recipients of your campaign, you are all set to run a SMS/MMS Campaign. 1. Go to https://sms-magic.in and log in with your SMS-Magic credentials. 2. Go to Campaign >> SMS Campaign and click on Create Campaign. screen-magic.com Page 30 3. In the Create section a. You need to mention the Campaign Theme/Name, Sender ID, and select Recipients for your campaign. b. You can also add a detailed description to your campaign. c. In the Recipient List, you can either select the saved list you have created earlier or you can upload the exported CSV file. screen-magic.com Page 31 4. In the Create section a. You can select a template that you have created in the SMS-Magic portal. We currently support only static templates, which can be used while running a campaign. b. Using “Insert dynamic fields”, you can choose to insert dynamic fields to your SMS. The fields displayed in the drop down will be the columns present in the CSV file. screen-magic.com Page 32 c. As you can have multiple fields which store the phone numbers of your recipients, we provide you the ability to choose the column of your CSV which has the phone number of your recipients, using Select Phone Field drop down. d. MMS functionality needs to be enabled from our end. Unless it is enabled, you won’t be able to add a media file to your message. Please contact [email protected] to enable MMS functionality on your organization. Note: MMS is currently available for a few countries. You can contact [email protected] to know more about this. screen-magic.com Page 33 e. If MMS is enabled for your organization, you can choose to check the Add media file option and attach a media file to your message. f. You can enter the Subject of the MMS and choose to either upload a media file from your system or enter a web url of the media file. Upload a file screen-magic.com Page 34 Enter URL g. The MMS size, supported file format, and supported file type depends on your network carrier. You can check the details in Upload Instruction. h. Once done, click on Save and Next. screen-magic.com Page 35 5. In the Validate section a. You will be able to see the Message Preview. b. You will be able to send a sample message to yourself before shooting the campaign. c. You will be able to validate the recipient’s phone number. 6. In the Send section a. a. You will be able to see the summary of the campaign. b. You can Shoot the campaign now! screen-magic.com Page 36 7. Once the campaign is executed, you will be redirected to the campaign list view page where you can see the list of all campaigns. 8. Under the actions, click on the analytics bar to see the details of the executed campaign. Note: The messages sent using campaigns will not be associated with the records of your Object and on your Zoho CRM. You can check the details of the SMSs/MMSs sent out from campaigns by going to Campaign >> SMS History in the SMS-Magic portal. screen-magic.com Page 37 Similarly, when you receive an MMS, you can check the details of the MMS by going to Responses Tab in the SMS-Magic portal. We will soon be linking MMS and Campaign closely with Zoho CRM. screen-magic.com Page 38 SMS-Magic is a proven, global messaging platform with over 1500 clients across 190 countries, including small, midsize, and enterprise accounts. SMS-Magic enables Zoho CRM users to engage buyers and win and retain more new customer revenue, while creating strong customer relationships that drive sustainable competitive advantage. SMS-Magic is a popular messaging application on Zoho Marketplace. www.screen-magic.com [email protected] Follow us on Business Enquiries US: 1-888-568-1315 UK: 0-808-189-1305 AUS: 1-800-823-175 To book a demo, simply message “DEMO, FirstName, CompanyEmailID” to US: 36343 UK & RoW: 0447860017097 AUS: 61427142795

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User Guide - Screen

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