Manage your Text Messages in Salesforce with Embedded Relate

Embedded Relate allows you to compliantly send text messages directly from Salesforce, saving time and streamlining communications all within one site. 

The exact placement of the Hearsay Relate widget in Salesforce can vary based on organizational and user preferences, and is initially set up by your Salesforce admin. If you need assistance locating Embedded Relate, reach out to your Salesforce administrator.

This post covers Embedded Relate’s core functionalities: 

• Send Messages
  • Send a Text
  • Use an Organization Template
  • Send an Attachment
  • Send your Contact Card
• View and Filter Text Message Conversations
• Receive Real-Time Alerts in Salesforce when New Text Messages Arrive

Send Messages

To send text messages with Embedded Relate, go to the Salesforce contact page for a contact with a mobile phone number. You can access a contact page in different ways: 

• Click on a contact name from anywhere in Salesforce.
• Click Hearsay Notifications at the bottom left of your screen and select a contact or phone number with recent activity.
• Select an ongoing conversation in the Hearsay Relate widget.

After you have opened a contact page, you can send that contact a text message, schedule a message to be sent later, and (if allowed by your organization) use admin-created text message templates, send attachments and contact cards, as well as view previous messages in the Hearsay Relate widget. 

Send a Text

1. Open a contact page or select a conversation in the Hearsay Relate widget. 
2. In the Hearsay Relate widget, enter your message or select a quick reply if enabled by your organization.
   
3. Optional Click Schedule to schedule the message to be sent at a later time. 
4. Click Send, or press Enter if you have checked the Press Enter to Send setting. 

Use an Organization Template

Organization Templates created by admins in Hearsay Desktop are also available in the Embedded Relate widget. Follow these steps to use Organization Templates:

1. Open a contact page or select a conversation in the Hearsay Relate widget.
2. In the Hearsay Relate widget, click the Message Templates icon. 
3. Select an Organization Template. 
4. The text of the selected template will be entered into the message composer, where you can edit, send, or schedule to send the message.

Administrators can learn how to create and manage Organization Templates here.

1. Open a contact page or select a conversation in the Hearsay Relate widget.
2. In the Hearsay Relate widget, click the paperclip icon.
   
3. Select the location of the file you want to upload by clicking either Salesforce or My Computer.
   
4. Select the file from Salesforce or click Upload Files to upload from your computer. Files must be in jpg, png or gif format.
   
5. Optional Enter a message or select a quick reply.
6. Optional Click Schedule to schedule the message to be sent at a later time. 
7. Click Send or press Enter if you have enabled the Press Enter to Send setting. 

Send Your Contact Card

If your organization has enabled it, then you can also send your preconfigured contact card with your message. These contact cards cannot be edited in Salesforce. Follow these steps to add your contact card:

1. Go to a contact page or select a conversation in the Hearsay Relate widget.
2. In the Hearsay Relate widget, click the contact icon that looks like a person. This attaches your contact card to the message.
   
3. Optional Enter a message or select a quick reply.
4. Optional Click Schedule to schedule the message to be sent at a later time. 
5. Click Send or press Enter if you have enabled the Press Enter to Send setting. 

You can view your contact card by clicking on the attachment in the text.

View and Filter Conversations with Embedded Relate

The Hearsay Relate widget acts as the central hub where you can view and filter all your text message conversations in one place. This makes it easier to reach out to your contacts and manage ongoing conversations. 

You can do the following in the Hearsay Relate widget: 

• View the conversation type (one-on-one or group text), contact name or phone number, date of last message, and a message preview for all your conversations. 
• Click on a conversation to send a text and read your message history.
• Filter conversations by unread messages, unanswered messages, attestation status (opted-in, needs opt-in, pending opt-in, opted-out), hidden conversations, spam, and Broadcast Messages.
• Mark conversations as spam and remove junk messages.
• Hide conversations from view. Hidden conversations can be unhidden manually, and are automatically unhidden if you receive a new text.
• Send a Broadcast Message, allowing you to send the same message to several contacts at once. Learn more about Broadcast Messages.

Conversation widget on the Salesforce home screen

Receive Real-Time Alerts in Salesforce when New Text Messages Arrive

Hearsay Notifications provides real-time alerts when new messages arrive. Click Hearsay Notifications in the bottom left of the screen to view a list of contacts with recent texting activity. Then select any contact’s name or phone number to go to their contact page and view and respond to their messages. 

Hearsay Notifications on the Salesforce home screen

Note: Embedded Relate for Salesforce currently doesn’t support group texting, which is available on Hearsay Desktop and the Hearsay Mobile apps for iOS and Android. A list of ongoing group texts is visible in the Hearsay Relate widget, but you can read and create new group texts only through Hearsay Desktop or the Hearsay Mobile apps.