Mini Mogli Tutorial: Text messaging functionality via SMS and WhatsApp™ in Salesforce™ in 23 minutes

Hi, I’m Mal with Mogli Whether you’re just getting started or you could use a quick refresher, we hope this tutorial will give you everything you need to do more of what matters with SMS. If you have Mogli installed in your production org, you’ll notice our in-app guidance prompts to help you along the way Let’s get started On my screen is my test contact record in Salesforce We’ll be going over some Mogli related fields and Conversation View features To the right of my Salesforce instance is iMessage IMessage has nothing to do with Mogli; we’re only using it as a way to showcase text messages being sent and received in real time Let’s start by taking a look at my test contact record and going over a few Mogli related fields Keep in mind that Mogli can send and receive texts on any other Standard or Custom Salesforce Objects The mobile field is a standard Salesforce field, which is instrumental in populating the Mogli number field The Mogli number is a uniquely formatted mobile number It’s populated via a workflow that runs off of the mobile field and removes all non-numerical characters and adds a plus and country code Once your Mogli number field appears like this, you’ll be ready to send and receive texts with their recipient The Mogli number acts as a unique identifier for each and every record This means that every time an incoming message arrives, Mogli will look for a record with the sender’s Mogli number and associate the message to it Beneath that field is the default gateway field We use the term gateway to define our outbound phone number A gateway is the phone number that messages are sent and received over This optional field is useful when keeping consistency for your recipients For example, if multiple users are texting a recipient, having this field populated will let them know which gateway is most often used to contact them, so that they don’t receive correspondence from your users over many different phone numbers. The Mogli opt-out checkbox can be modified manually or by way of an automation When checking the box, we can see that the conversation view is disabled We’ve got a quick and easy Process Builder in our user guide that can automatically check and uncheck them all the opt-out checkbox when somebody texts in the single words of “stop,” “start” and “more.” Lastly, the Mogli avatar URL field adds a little fun into our Conversation View By populating this field with an images URL, we’ll see that image appear as an avatar next to every incoming text message from your contact Let’s hop in a Conversation View Users can also select a different gateway if they’d like To the right is our SMS template dropdown SMS templates are pre-created messages that can be a one-off quick announcement or kick-off an automated conversation or survey Next up SMS templates To create a new SMS template, head over to the SMS templates tab

Click “new.” For our use case, we’re hoping to let our recipients know that there’s been a change in parking arrangements for an upcoming event. Name your SMS template We’re going to name this one “parking change” and in ,the text field populate your message. Our SMS template contains a merge field so that our recipients each receive a personalized message We’ll show you how to configure merge fields in just a bit. Click “save.” Your SMS template is ready to use Let’s hop over to the bulk SMS screen to send it out to a group Click the “Bulk SMS” tab This is one of the places you can go anytime you’d like to send the same message out to more than one recipient at a time Bulk messages can also be created via Contact and Lead list views By clicking the send SMS Lightning button, you’ll have the option of selecting a campaign from the lookup field or manually selecting Contacts, Leads, or records from other Objects Once your recipients are populated in the SMS recipients section, you’re ready to create your message. In the SMS message section, you can manually type a message, use a merge field, or select an SMS template Similarly to Conversation View, You’ll also have the option of selecting a different gateway If your message is being sent to more than 150 recipients, a banner will populate, advising you to select the intelligent routing gateway This is an add-on feature of Mogli and allows you to send large bulk sends quickly and efficiently by spreading traffic out over a bank of many phone numbers tied to our messaging partner If your recipient count is less than 150 recipients, feel free to select a regular gateway to send your message. Optionally, choose to schedule your message When everything looks good on the bulk SMS screen, click “send” and your messages are off and running Now, how will we be notified if someone responds to our message? With Mogli, there are many ways to be notified when an important incoming message arrives Our out-of-the box solution is in-app notifications via the utility bar Alternative notifications can be configured such as email, text, message chatter, and push notifications Reach out to our team for more information. For now, we’ll focus on our in-app notifications This component can be added to any of your other Lightning unmanaged apps By configuring these notifications, users will be notified for any important incoming message, whether it’s a response to a bulk message or one on one conversation or an automated conversation Each user can create their own notification setting by clicking into the notifications component and clicking “settings.” In the allow notifications for dropdown, a user can select which setting best applies, and which gateways they’d like to be notified over Click “update.” All notifications settings can be viewed by going to the notification settings tab Let’s see what happens when an incoming message arrives An audible chime is produced and the component will blink,

indicating that a message has arrived that meets the notification criteria of the logged in user. When the user clicks on the component, they’ll see the name of the contact or lead as well as the message Clicking on the notification will take the user directly to the Record where they’ll be able to continue the conversation Let’s see what happens when an incoming message arrives An audible chime is produced and the component will blink indicating that a message has arrived that meets the notification criteria of the logged-in user When the user clicks on the component, they’ll see the name of the Contact or Lead, as well as the message Clicking on the notification will take the user directly to the record where they’ll be able to continue the conversation Where can you find records of your org-wide SMS history? Easy Check out the SMS tab. Here you’ll find all incoming, outgoing and scheduled texts in the “All” List View Feel free to create other list views for certain users or other use cases Click into the SMS number for specific information on each text These fields are especially useful when creating text message automations Next step, form templates Navigate to the form templates tab Here’s where we start when building automated conversations or surveys Let’s say you’d like to send out a quick text survey after an event so that attendees can provide feedback You’ve already thought about your questions and you’re ready to build out your script. Let’s get started. Click “new.” Let’s name our template post event survey and put it in a status of draft We plan on sending the survey out to all attendees, but if we wanted them to be able to text into us to participate, here’s where we would insert an inbound keyword that they can text in to initiate the survey. This is optional, but we’ll go ahead and make the keyword “fun.” Keep in mind that the keyword is case insensitive. Click “save.” Form template has been created. Now it’s time to build out our script In the question templates section, click “new.” Let’s label our first question What was your favorite part? Populate our message text and is this our first question? Yes it is “Form complete” means is this a potential end to our survey and it’s not because we’re going to ask a few more questions So I’m going to uncheck this box and then click “save” and “new.” Our second question we’re going to say “least favorite.” We’re going to ask one more question So it’s not our first question and it’s not a form complete So I’m going to uncheck both of those and save and new and our third question Save and new. Last question: And is this a potential form complete? And, yes, it is. And save So now you can see we have all of our question templates created, and if I click “view all” we can see our script We can see that we have one first question and one form complete which looks great. Next we have to just put our questions in order So I’m going to start by going to our first question. Default next question is what question automatically comes after this one? So now we’re going to populate that next one here: And save. Then we go to this question and do the same here And one more time And save. Alright, so if we go back to our form template record and click “view all,” we can now see that we have a series of default next questions So, now all of our questions are in order

One first question and one last question Two more steps before we’re able to test this. First, we are going to copy the message text of our first question, and then hop back over to our form template, and put it in a status of “active.” And since we’re planning on sending this on the outbound, we’re going to have to create an accompanying SMS template to go with it So I’m going to navigate to SMS templates, new I’m going to call this post-event survey, and I’m going to paste the message text and my first question, very important that the message text here and in your form template are the same. And then I’m going to associate the SMS template or excuse me, associate the form template I just created and click “save.” Alright, now we are ready to test So if I go over to my Contact Record here, and plan to send this out, I am just going to find where that lives: post-event survey. I can see that my question pops up over here Then I’m going to send it out Over here in iMessage, you can see that I received that message, and I’m going to say…[typing sounds] So as we can see Mogli is receiving these responses and engaging We actually just got our last question here So where does all of this information live inside of Salesforce? It lives within a Record we call a Form So if we navigate to the forms tab here, we can see that where if we sort by “created date” we can see the most recent form, and that the status is complete, and means that this particular person got all the way through to a question that we have marked as a form complete We can see the form template that they engaged with, and if we want a little bit more information about how they responded, here’s where we can go. We can go into the form number over here in question responses We can see all of the questions that the contact has received as well as the answers that they provided So, what’s great about this is that we can do all kinds of interesting things based off of these question responses here, such as report and dashboard on them Another place to find the location of this form is by going to the contacts related list for forms. So if I go back to my test Contact Record, go to the related tab over here, I’m able to see all of the automated conversations that this Contact has engaged with and whether they are in a status of complete or active So what we just demonstrated was a linear form template, meaning that no matter how people respond they are getting the same exact question every time A branching form template works a little differently and works off of possible answers that we create. So, depending on how people respond, we can send them different questions so that Mogli is responding in kind We have plenty of information on how to build these out If you have any questions, feel free to check out our user guide or contact a member of our team to help you up Next we’re going to talk about application settings and gateways Let’s head to the application settings tab Contact merge fields are where we would go to populate the API formatted names of any Contact, custom or standard merge fields in Salesforce We would populate fields that we’re interested in using within our text messages We would take the API formatted name of the field and house it in between double curly brackets. However,

the fields must be configured here in application settings In order for that functionality to work. Beneath that field, we have the default gateway mode fields that has a few options Keeping the value at default gateway allows all of your users to have access to send from any of the gateways that we have configured in your org Alternatively, you can use users assigned phone number to create the setting where users must be permissioned to utilize certain gateways The “create anonymous leads” checkbox allows us to automatically create a Lead Record in the event that someone texts into one of your gateways and Mogli cannot find an existing Contact or Lead in your org with that Mogli number So this is another benefit of ensuring that all of your contacts and leads have a properly populated Mogli number to avoid the potential of duplication This is completely optional to check, but if we do have it checked in the event that somebody texted into one of your gateways that wasn’t an existing Contact or Lead, a new Lead would be created for them and titled “anonymous lead” from Mogli And there would be all of the same Mogli fields on that Lead as well as Conversation View So at that point a user can choose to engage with that person via text and get information from them such as first name, last name, email, et cetera to populate that Lead Record or perhaps converted to a Contact This default gateway field here is our global default gateway So as you might remember earlier when I was mentioning the value of having the default gateway field populated on your Contact and Lead Records, if that was blank and default was selected in the dropdown in Conversation View to send a message, it would send from the value here in application settings, our global default gateway In the event that we did want to assign gateway numbers, we would click “users assigned phone number,” “save,” and then we would navigate to the gateways tab Let’s say that we wanted to make it so I myself only had access to send from this number here I’m going to click into that gateway number and take a look at the gateway users. And I can see that earlier, at one point I had assigned myself to this particular number, but if I want to assign a different user to this number, I would go ahead and click “new” and assign my friend Rob to that number Now if I go back to my test Contact Record, I can see that I’m only going to have access to send from the numbers that have been configured. Lastly, let’s take a quick look at the gateways tab one more time Here’s where all of our outbound phone numbers live If we click on one of these gateways, we can see information surrounding this phone number We ask that most of these fields remain unmodified as they tied directly to the back end with our messaging partner. However, feel free at any time to modify the gateway name Whatever the gateway name value is, is what will appear in your dropdown menus and Conversation View and bulk SMS Thanks for taking the time to let us show you around today Reach out to your client success manager with any specific questions or chat with us anytime at