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Inconsistency in recording full SMS conversation with a lead on Salesforce

Shanit
Newcomer
Newcomer

‎2023-10-24 01:31 PM

We have zoom SMS integrated into salesforce, and experiencing that for a lead that was created yesterday, we are able to see a full zoom SMS conversation between our sales agent and her lead. However, she had today a full SMS conversation with a lead and is not able to see the log. Is there a latency in recording these SMS conversations? Is there a limit to how many leads the system can record full SMS conversations for?

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allen_reger
Explorer
Explorer

‎2023-11-27 03:18 PM

I'm sorry to say I think this is a known, ongoing, frustrating phenomenon for others as well. Check out this thread: https://community.zoom.com/t5/Phone-System/Zoom-SMS-Salesforce-Integration-Issues-Questions/m-p/1130.... Sounds like this is something Zoom needs to improve.

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allen_reger
Explorer
Explorer

‎2024-10-18 08:02 AM

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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