Zoom SMS Salesforce Integration Issues/Questions

Forum|Forum|2 years ago
April 12, 2023
9 replies
17 views

I have recently set up the integration with Zoom Phone and Salesforce. I have been doing some testing with the SMS functionality and have some questions/issues.

1. The SMS messages do not get saved to Salesforce unless I actually go into the record in the Zoom app within Salesforce. I do not imagine my users will be using the in salesforce app very much because of the other options. Is there a way for it to force save messages without viewing them in SF?

2. The SMS messages, once saved, are not being related to a contact record. I tested having SF create records for Zoom phone calls, and that seems to relate the task record to the correct contact, but the SMS record doesn't relate to anything.

3. You can change the task subject after the record has been created but once you have another message added to the conversation it changes the subject back to what it was originally. Is there any way to override this?

I am sure I will have other issues but these items are not ideal.

Thanks,
Scotty

SMS

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Avbrodersen

Newcomer

Having similar problems with SMS integration. Also, I see you can manually log calls made outside of salesforce in Zoom Phone, but don’t see an option for SMS. Is it possible to manually log SMS from the Zoom phone app?

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allen_reger

Newcomer

All the same issues and questions here. We've been on Zoom Phone for Salesforce for months now, and none of our users will use the SMS feature because of these. Zoom should really address these concerns and suggestions.

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bshae

Newcomer

Completely agreed. I have relaying this for months with no update in sight.

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shaneaa

Newcomer

I was looking for a solution to #2 and came across this post. The same behaviour is seen in our instance too 😞

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zoomusingperson

Newcomer

Also looking for a solution to this for our sales org. We would love to add texts as an activity and ROE for our reps but we can't easily log texts on the SF opportunity, contact, account objects the same way they log calls. This would be an incredibly convenient feature if implemented.

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mjschroed

Newcomer

Hi. I was wondering if you ever found a solution for #2? Thanks!

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jeano7

Newcomer

We have bumped into this situation as well. wherein the SMS messages, once saved, are not being related to a contact record. I tested having SF create records for Zoom phone calls, and that seems to relate the task record to the correct contact, but the SMS record doesn't relate to anything.

We are waiting if there is a solution to this.

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allen_reger

Newcomer

I wouldn't hold your breath. Zoom is asleep at the wheel on this one. There are a couple other threads reporting this phenomenon, so I know it's a more universal issue. However, when I asked one of our Zoom reps about it, he basically dismissed it and said the problem was on our end.

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allen_reger

Newcomer

I wanted to provide an update on the SMS autologging issue. I recently upgraded Zoom for Lightning to version 2.18.1. Yesterday, I tested the SMS functionality again on two separate occasions. To my delighted surprise, it worked! We have our call center widget installed in the utility bar; with the widget still open, shortly after sending an outbound test message I noticed a little info icon (circle with an i) in the upper right corner of the widget. I clicked it, and it opened up the Task record where that information was stored. I refreshed the Activity Timeline on the Contact record page, and the conversation Task was reflected there. I replied to the SMS, which was updated inside the call center widget and the Task. Two tests is not very definitive in terms of consistency, obviously, but I wanted to let you all know. Maybe this is a good sign that it has been addressed and is more reliable now.

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nktnet

Newcomer

You can enable the logging (as "Tasks") by going to "Zoom Admin for Lightning" => "Zoom Phone Settings" and ensure the following are ticked: