Sending SMS / MMS during a call

Agents send SMS or MMS from the Smart Panel during an active call, and every message is logged to the Salesforce activity timeline on the record.

Access messaging during a call

While communicating with a customer, open the Messaging panel within the Smart Panel interface. Then select SMS or MMS based on your messaging needs.

Compose and send a message

Type your message content in the text box. For MMS, use the Attach File button to include images, PDFs, or documents. Click Send to transmit the message to the customer’s device.

Tip: Use pre-approved templates for compliance and consistency.

View and log messages

All messages sent during calls are automatically stored in Salesforce. They display in the Activity Timeline of the associated Lead, Contact, or Case, so agents and managers can review message history at any time.

Best practices

• Use SMS for quick, actionable follow-ups (meeting links, case numbers).
• Use MMS for documents or images relevant to the conversation.
• Comply with A2P messaging rules. US carriers require business messaging registration.
• Keep messaging professional and concise.

Troubleshooting

• Messaging panel not visible: confirm the number supports SMS/MMS in Twilio.
• Message failed to send: check Twilio balance and A2P registration status.
• Customer not receiving MMS: verify file type and size compatibility with the carrier.