Notes not logging to Salesforce contact

First, make sure your TextUs account is successfully integrated with Salesforce!

In TextUs, go to Settings > Integrations, and make sure that Salesforce is authorized with your Salesforce login credentials. Here is a help article that shows those steps in detail:

If your Salesforce integration is turned on, then your inbound and outbound text messages should be logging as Notes in the Activity History of your Salesforce contacts! 

If you are failing to see Notes appear, there are a few common reasons:

Phone number mismatch

  • The phone number you are texting does not match the phone number on the Contact’s record in Salesforce.

It hasn’t been long enough

  • Depending on settings set by your administrator, it may take some time to log Notes from TextUs.

Your messages aren’t delivering

  • Your messages are not being delivered, or are not receiving delivery receipts. Check to make sure your outbound messages have the “Delivered” stamp underneath them! Messages that are “Not Delivered” will not be logged, and Unconfirmed messages (did not receive a delivery receipt at all) will be logged later at the end of the day or week. 
  • If this is the case, please reach out to TextUs Support for assistance!

If none of these reasons are causing the issue, please reach out to your Salesforce Administrator to make sure that the TextUs Permission Set is enabled for your user profile, and your API Key is entered correctly.

If you need further assistance, please contact TextUs Support!

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