Managing SMS Inboxes

Creating a new SMS Inbox

Navigate to Communication Planner and click the Settings (gear) icon.
Click the SMS option, then Inboxes.
Click the + to create a new Inbox.
Enter a Name and select a Messaging Service.
- Note: you can add multiple phone numbers to an Inbox, but only one messaging service.
In the Phone Numbers section, click + to add phone numbers. You can add multiple phone numbers.
- Note: each phone number can only belong to one Inbox.
Choose whether to Enable Email Notifications. If enabled, select a Notification Timer.
After saving the Inbox, click the ellipsis (⋯) next to it and select Manage Users.
Click the + in the upper right, choose Users from the drop‑down, and select the users who should have access to this SMS Inbox.
Click Add User to save your changes.

Deactivating an SMS Inbox

Navigate to Communication Planner and click the Settings (gear) icon.
Select SMS, then Inboxes.
In the Inbox list, click the three dots (⋯) for the Inbox you want to deactivate.
Click Deactivate Inbox.

Managing Inbox Users

After creating Inboxes, you can manage user access as follows:

Navigate to Communication Planner and select the Settings icon (gear).
Choose the SMS option, then Inboxes.
Click the ellipses next to the Inbox you want to update and choose Manage Users.
- From here, you can turn Email Notifications on or off, remove existing users, or add additional users.
Click + to add a new user.

Notes:

The search field lets you find any user with the Communication Planner permission set.
SMS Inbox does not support users without a first name. Adding a Salesforce user without a first name to an Inbox will cause a sync error.
If you remove a user from an inbox, their messages will still be viewable to other members of the inbox. Adding the user back to the inbox will display their original message history.
When Contacts are merged, all related conversations are transferred to the winning Contact record.

Managing Email Notifications

You can manage Email notifications for Unread messages in your Inboxes, either by Inbox or by User. Email are sent via the TargetX email process, not Salesforce.

Enabling/disabling Email Notifications for an Inbox

Navigate to Communication Planner and click the Settings icon (gear).
Click the SMS option, then Inboxes.
Click the > icon on the appropriate row.
Toggle the Enable Email Notifications option.
Select the Notification Timer to indicate how much time must pass before an unread message triggers a notification.
Save your changes.

Enabling/disabling Email Notifications for a Specific User in an Inbox

Navigate to Communication Planner and click the Settings icon (gear).
Click the SMS option, then b.
Click the three dots on the appropriate row, and click Manage Users:

TargetX_SMS Inbox Manage Users option.png

Toggle the Enable Email Notifications option.
- Note: the Notification Timer is a global setting per Inbox and can’t be changed at the user level. The timer ‘clears’ once the user reads the message.
Save your changes.