SMS messages
After you have set up your Burst SMS integration, you will be able to send SMS messages from within your CRM.
Tall Emu CRM does not currently support MMS messages.
SMS that are sent from CRM are automatically tracked in the system. This allows you view SMS messages as part of an activity history for all the records in your CRM.
This page will take you through the available features of SMS messages in your CRM.
Where you can send SMS messages
The SMS function is available in the following modules of your CRM: Contacts, Companies, Opportunities, Quotes, Orders, Invoices, Outbound Shipments, Stocktakes, Stock Transfers, Stock Transfer Shipments, Requests For Quote, Purchase Orders, Supplier Bills, Inbound Shipments, Supplier Companies, Supplier Contacts, Campaigns, Tickets, Projects, Jobs and Training Courses.
Where your sent SMS will appear will depend on where you create them:
- From List View in most modules: if you create a new SMS from List View in any module, it will only be linked to the Contact and/or Company record/s you select as recipients. There will be a button on the module toolbar in List View where SMS is available.
Module List View toolbar
- Directly from a record in most modules: if you create a new SMS directly from a record in any module of CRM, it will apply to both the record you are in, as well as the Contact and/or Company record/s you select as recipients. For example, if you created an SMS from an Invoice record and selected a Company and/or Contact as recipients, the SMS will show up on all three timelines (i.e. the Invoice, Company and Contact timelines). There will be a button on the record toolbar where SMS is available.
Module record toolbar
You can only send an SMS to a recipient that has a record in CRM.
You can send an SMS to multiple recipients, just click on the To button to display a pop-up window where you can search and select recipients.
When you send an SMS directly from a Contact or Company record, the To field will automatically populate with the mobile number from the record.
How to select SMS recipients
You can only send text – an SMS is typically 160 characters in length – this Burst SMS help article that explains the detail around the character limits that apply to your messages. You can also use the Voice Transcription feature to automatically turn your speech into text, rather than typing your message.
When you create a new SMS in your CRM, you will not encounter any character limits or restrictions – this does not mean that your entire message will be sent as a single text – the Burst SMS rules will still apply to the treatment of your SMS e.g. if you have more than 160 characters, your message will require more than one SMS to send.
MMS messages are not currently supported, so you cannot send multimedia content e.g. pictures, audio or video.
Although you have the ability to record and attach an audio file when you create a new SMS, this will not be sent to the recipient – the audio attachment will remain in the SMS activity on the applicable record Timeline.
When you send an SMS from within CRM, you can see the status of the delivery from the Planned Activities area and once the SMS is sent, it will appear on the record Timeline. The following example shows the Timeline area for a Contact record.
Contact Timeline showing a sent SMS
When you press Send on a new SMS, it will show in the Planned Activities area of a record as being queued for delivery. If your SMS fails to send, it will also show here.
Planned Activities area in a Contact
When you send an SMS, it may remain queued for a few minutes before it is sent and appears on the record Timeline.
From a record Timeline
When you send an SMS from anywhere within CRM (or receive a reply to an SMS), an activity is automatically created on the associated record/s in the Timeline area, forming part of the record history, for example:
- if you sent an SMS from an Invoice record to both a Company and Contact as recipients, the SMS will show up on all three timelines (i.e. the Invoice, Company and Contact timelines).
- If you send an SMS to multiple recipients e.g. Contacts or Companies, the Email will appear as an activity on the Timeline in each of the recipient records.
A Contact Timeline showing sent SMS messages
From the Calendar module
You can also view all the SMS messages that have been sent from anywhere in your CRM from a single point, by using the Calendar module in List View.
Accessing the Calendar module
Once in List View, you will see a list of Activities from all over your system – you can then refine what you see by using the filters and search boxes.
Calendar module in List View showing Activities – you can filter your view or search for particular criteria
If you have configured your Burst SMS integration with a ‘Send From Number’ in your CRM that can receive SMS replies, these will automatically create an activity for the SMS on the applicable record Timeline.
Currently, CRM will not generate a Notification when an SMS reply is received.
Depending on how you have configured your Burst SMS integration, you may have multiple sender options available in the From Phone field – this field determines what appears on the recipient’s phone as the sender (it can be a mobile number or text e.g. a company name).
For more information on how to set up multiple numbers to send SMS from, please refer to Burst SMS.
Choosing a sender for the SMS
You can utilise an existing SMS Template you’ve created by selecting it from the Template drop-down field when you are creating a new SMS – the selected template will then populate your SMS so that you can review it before sending.
- For more on how to create SMS Templates, see our guide to Creating Templates.
- For more information on how and when you can use SMS Templates, see Using Templates.
Selecting an SMS Template to apply
You should also note that when you are sending an SMS directly from certain record types in CRM (e.g. Invoice or Quote), an SMS Template may already apply by default – you can change this by either selecting a different SMS Template or clearing the applied template by using the red cross in the Template field, as shown below.
Clear an SMS Template
Rather than typing an SMS, you can use the native voice transcription feature to turn your voice into text. While you are speaking, the system will record your audio and you will have the option to save the recorded audio as an attachment so that it will form part of the SMS activity on the applicable record Timeline – note that the attachment will not be sent in the SMS.
To begin voice transcription, press the microphone icon when you are creating a new SMS and start talking – the system will begin transcribing your speech (there may be a slight delay in the text appearing in the message body).
Click the microphone and start speaking to engage the voice transcription
If your browser does not already have permission for Tall Emu CRM to use your microphone, a prompt will display and you will need to choose Allow.
Example of browser permission to enable a microphone
When the recording starts, the microphone icon changes to a square – click on the square to end the transcription.
The microphone icon changes to a square when transcription starts
You will then have the option to save your recorded audio as an attachment to the SMS activity (it will not be sent) or select Cancel to abandon the recording and return to the SMS form.
Choose whether to save the transcription audio file
If you choose to save the audio file, you will see it attached to the SMS next to the microphone icon.
An audio file attached to a new SMS
You can now edit any of the text that has been transcribed before you send the SMS.
Although you have the ability to record and attach an audio file when you create a new SMS, this will not be sent to the SMS recipient – the audio attachment will remain in the SMS activity on the applicable record Timeline.
You could utilise this feature if you wanted to add further information or an explanation (using audio) to accompany the SMS activity record.
To record an attach an audio file to your SMS activity record, just click on the microphone button and the recording will immediately start. If you are speaking during the recording, the voice transcription feature will automatically commence and start turning your speech into text within the message body.
How to record audio in a new SMS
If your browser does not already have permission for Tall Emu CRM to use your microphone, a prompt will display and you will need to choose Allow.
Example of browser permission to enable a microphone
When the recording starts, the microphone icon changes to a square – click on the square to stop recording audio.
The microphone icon changes to a square when recording starts
When you stop recording, you will then be prompted to save the audio file. If you are not happy with it and would like to start again, simply choose Cancel and you will return to the SMS form where you can start a new recording.
When you stop recording, you are prompted to save the audio
When you click OK to save the audio file, you will see it attached to the SMS.
An audio file attached to a new SMS
You can then delete the transcribed text from the message body if you do not want to include it in your SMS.
Users are able to send out bulk SMS messages to their customers via the Lists under the Marketing Module.
The group of Contacts or Companies will have to first be added into a List before a bulk SMS can be sent. You can review how to create Lists here: Create Marketing Lists
To send out a group of SMS, simply open the List and select the SMS button.
