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Process Steps

Send a Text

  • This Process step can send a text to exactly one mobile phone number. You must designate the mobile phone number on a Contact record. For example, you can text a Contact to confirm they filled out a form or registered for an event. That text sends to the mobile number on their Contact Record, not the mobile number provided as a form response (if they're different).
  • If there is a Specific User set on the Process, that User is the sender. If not, the message sends from the Process Owner. In either case, the Message actually sends from the Outbound SMS Number that has Default set to Yes on the Outbound SMS Numbers record.
  • If there is an image attached to your text message template, it will be included with the text message.

Merge Fields

If you plan to use merge fields in the text message, remember that only some merge fields are allowed.

Note: Any Data Fields you include in your template must be within brackets and must have the same format as the Data field (including any underscores).
  • Data Merge Fields: The field list for the Table Name associated with the Process are available as Data Fields. You can identify these as the column headers on the All Records view of the page set in the Table Name of the Process. These are also the Data Fields you see in the New Message tool for pages configured to use this tool.
    • For Processes, Data Merge Fields take precedent over Contact Merge Fields.
    • Edit the page record to add merge fields.
  • Contact Merge Fields: The recipient of the text message is the Contact for any Contact Fields. These correspond to the Contact Fields in the New Message Tool.

Configure a Process Step

  1. Create your text message template.
    1. You must designate a From Contact on your Template, but the text message sends from either: the Specific User identified on the Process, or the Process Owner.
    2. The Process sends your text message, even if Template Active is set to No.
  2. Go to Administration > Processes.
  3. Select your Process or create a new one.
  4. On the Steps tab, select + to add a new Process Step.
  5. Complete the relevant fields.
    1. Step Name: The name of the step you're creating.
    2. Step Type: 6. Send a Text
    3. Escalation Only: This step is skipped and invoked only by another step that exceeds the task deadline.
    4. Order: The order of this step in the Process.
    5. Process: The process that will use this step.
    6. Specific User: If populated, the User credited with sending the text message.
    7. Text Template: The record from the Templates page that becomes the content of the text in the Send a Text step. There must be valid merge fields on the All Records view of the page associated to this Process.
    8. To a Specific Contact: If the text should always send to the same Contact, add them here.
    9. Text to Contact Field: To dynamically search for the Contact, use the Related Table Field Name Lookup convention to find the Contact_ID record. Generally, the value in this field ends in "Contact_ID". The Advanced Search table and field lookup convention is relevant here. If you use this field, you must ensure that the Contact record this field maps to always has a valid mobile phone.
  6. Click Save.
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Last updated: July 16, 2024