Salesforce SMS Integration — Send and Receive SMS from Salesforce

Updated 19 May 2026 · 2 views

Send SMS from Salesforce with Mobile Message

Mobile Message installs into Salesforce as a managed package and gives your team a Send SMS button on Contact, Lead, Account, Opportunity and Case records, plus a two-way Conversation Panel on Contact and Lead. SMS triggered from Flows logs back to the activity timeline, and bulk sends run from Campaigns or list views.

What you can do:

Send SMS from any record — Quick Send modal on Contact, Lead, Account, Opportunity, Case
Two-way Conversation Panel on Contact and Lead with live reply
Bulk send to Campaigns — abort + progress tracking, scales to any campaign size
Trigger SMS from Flows — record-triggered, scheduled, screen flows
Inbound replies land as Tasks on the matched Contact or Lead
Opt-outs sync both ways between Salesforce and Mobile Message

All SMS is billed at Mobile Message's standard rates — from 1.6c per message. There's no additional charge for the integration.

What You'll Need

A Mobile Message account — sign up here if you don't have one
A Salesforce org — Enterprise, Unlimited, Performance, Developer or Force.com edition
System Administrator access to install the managed package
My Domain enabled in your Salesforce org (required for Lightning Web Components)
Australian mobile numbers — Mobile Message currently sends to AU numbers only

Connect Salesforce

Log in to Mobile Message at app.mobilemessage.com.au
Go to Settings > Integrations
Click Salesforce, pick Production or Sandbox, then click Connect Salesforce
A new tab opens with the Salesforce install screen. Don't close the Mobile Message tab — you'll need the 6-character setup code shown there.
In Salesforce, select Install for All Users, tick the acknowledgement, and click Install
When prompted, tick Yes, grant access to these third-party web sites and click Continue

The install takes a couple of minutes. Salesforce will email you when it finishes.

Run the Setup Wizard

Once installed, open the App Launcher (the waffle icon, top-left in Salesforce), search Mobile Message, and open MM Settings. A four-step wizard walks through the rest.

Step 1 — Paste the setup code

Back in your Mobile Message tab, copy the 6-character setup code and paste it into the wizard. Click Continue.

Step 2 — Verify credentials

Click Test Connection. Optionally send a test SMS to your own phone to confirm everything works end-to-end. Click Continue.

Step 3 — Choose a service user

Pick the Salesforce user Mobile Message should act as. Every record Mobile Message creates in Salesforce — Tasks, opt-outs, replies — is owned by this user. Use a dedicated service user rather than a regional sales rep, otherwise the integration breaks silently if that person leaves. The chosen user signs in on the next screen to authorise the connection.

Step 4 — Configure your org

Five one-click setup tasks. Already-configured items show Done. Three are fully automatic — click and they're done:

Add Send SMS to record pages
Grant MM User permission set to all active users
Add Sent & Responded Campaign Member statuses

Two need a quick manual step in Salesforce Setup. The wizard gives you a deep-link button for each — click it, do the change in the new tab, come back and tick the confirmation:

Activate Mobile Message record pages — Open Contact Record Pages → find Mobile Message Contact Page → View → Activation… → Org Default tab → Assign as Org Default → Desktop and phone → Next → Save. Repeat for Lead.
Add Bulk Send SMS to Contact & Lead list views — Open Contact List View Buttons → Edit on the layout you use → drag Bulk Send SMS from Available Buttons to Selected Buttons → Save. Repeat for Lead.

Click Done — let's start sending when all five tiles are green.

Sending SMS

Quick Send from a record — Open any Contact, Lead, Account, Opportunity or Case. Click Send SMS (you may need to expand the actions menu). The modal pre-fills the recipient's phone number and shows merge-field buttons for personalisation. Send immediately or schedule for later.

Conversation Panel — On a Contact or Lead with messages, the SMS Conversation panel appears beside the activity timeline. You can see history and reply inline.

Universal Messaging tab — Open the Mobile Message app → Universal Messaging. Search and add chip-style recipients, write your message with merge fields, then send. Use the Add from Campaign or Add from List View buttons for bulk sends.

Send to a Campaign — On any Campaign, click Show more actions → Send Bulk SMS. The modal counts your members and lets you write a single message with {{first_name}} and {{last_name}} merge fields.

Send from a list view — On a Contact or Lead list view, multi-select rows and click Bulk Send SMS.

Trigger SMS from a Flow — In Flow Builder, add an Action and search for Send SMS via Mobile Message. Configure the recipient, message body and sender. Works in record-triggered, scheduled, screen and platform-event flows.

Inbound Replies

When someone replies to an SMS, Mobile Message routes the reply to the matched Salesforce record by phone number and logs it as a Task on the timeline. The Conversation Panel updates live for open record pages.

Multi-match handling (when the same phone matches more than one Contact / Lead) is configurable on the Mobile Message side at Settings > Integrations > Salesforce:

Use the record with the most recent activity (default)
Prefer Contacts over Leads
Log the reply on every matching record

You can also choose what to do with replies from unknown numbers — park them in the Unmatched Replies tab (default), auto-create a Lead, or drop the message.

Trigger Flows from Inbound SMS

Inbound replies can kick off Salesforce Flows. Three entry points, pick whichever fits:

Platform Event-Triggered Flow on mobilemessage__MM_Reply__e — fires on every matched inbound. Fields available: From_Phonec, Bodyc, Received_At__c, Task_Id__c, Matched_Record_Id__c. The cleanest option for SMS-triggered automation.
Record-Triggered Flow on Task with entry condition Subject starts with SMS Received: — fires whenever an inbound Task is logged on any record (Contact, Lead, custom object).
Record-Triggered Flow on mobilemessage__MM_Inbound_Message__c — fires for every inbound, including unmatched ones (where Match_Status__c = 'Unmatched'). Useful if you want to catch replies that didn't route to a Contact or Lead.

Typical uses: auto-acknowledge replies, create a Case from a keyword, escalate to an account owner, route the conversation to a queue.

Opt-outs

When a contact replies STOP, Mobile Message records the opt-out and pushes it to Salesforce — the MM SMS Opt-out checkbox on the matching Contact or Lead is ticked, and future SMS sends to that number from Salesforce are blocked.

Going the other way, ticking MM SMS Opt-out on a Contact or Lead in Salesforce adds them to the Mobile Message unsubscribe list.

IP Restrictions

If your Salesforce org restricts inbound connections by IP, Mobile Message's cron-server IP needs to be allowed for the integration to push replies, delivery receipts and opt-outs. Contact support and we'll send you the current outbound IPs.

Disconnect

If you need to disconnect:

On the Mobile Message side — Settings > Integrations > Salesforce → Disconnect. Clears the OAuth tokens; live updates stop.
In Salesforce — open the Mobile Message MM Settings tab and click Disconnect & Start Over to clear stored credentials and re-run the wizard.

Existing Tasks, Contacts and Sent Message records stay in Salesforce. To remove the package itself, go to Salesforce Setup > Installed Packages > Uninstall.

Frequently Asked Questions

Which Salesforce editions are supported?

Enterprise, Unlimited, Performance, Developer and Force.com editions. Essentials and Group editions aren't supported because they don't allow managed-package installs.

How much does it cost?

SMS is billed at standard Mobile Message rates — from 1.6c per message. The integration itself is free.

Can I send to international numbers?

Not currently. Mobile Message sends to Australian mobiles only.

Does it work in a sandbox?

Yes. When you click Connect Salesforce, pick Sandbox before clicking Connect. The install URL switches to test.salesforce.com.

Will it create duplicate Contacts or Leads?

No. The integration matches by phone number against existing records; nothing new is created unless your Unknown Number rule is set to Auto-create a new Lead.

Which user owns the records Mobile Message creates?

The service user you picked in Step 3 of the wizard. If that user is deactivated, the integration stops pushing to Salesforce. Reconnect as a different user to restore.

Can I limit which fields sync?

Sync direction is per-event-type, configurable on the Mobile Message integration page: log outbound SMS as Tasks, log inbound SMS as Tasks, push opt-outs to Salesforce, update Campaign Member status. Each is a toggle.

What if I have a custom Contact / Lead page layout?

Skip Activate Mobile Message record pages in Step 4 and instead drop the Mobile Message Conversation Panel Lightning Web Component into your existing record page in Lightning App Builder.

Where do I get the IP addresses for my firewall?

Contact support — we'll send you the current outbound IPs of our cron server.

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