USER GUIDE
PowerSMS
CRM 2013 | 2015
Contents
Overview
SMS Compliance
Choosing a Service Provider
Creating an Account with CallFire
Generating an API Key
Creating an Account with Twilio
Configuring PowerSMS
CallFire
SMS URL
API Username
API Password
Twilio
Phone Number
Account SID
Auth Token
Bitly
Received SMS Match
Security Roles
Navigating PowerSMS
Sending PowerSMS
Sending a SMS to One Person
Sending a SMS via Workflow
Sending to a Marketing List
Opt-ins
Unsubscribes
PowerSMS Send Results
USER GUIDE | PowerSMS 2013/2015
Twilio Users
Responses
Uninstalling PowerSMS
USER GUIDE | PowerSMS 2013/2015
Overview
This guide will walk you through how to use the PowerSMS add-on for Microsoft Dynamics CRM. It will go over
various ways to send an SMS message, how to track if the SMS has been successfully sent, and where to view
past sent SMS messages. It will also go over (if you are using Twilio as your gateway) where SMS replies are
tracked in the system. Please note that this guide has two parts – one for clients using CallFire as their third
party provider and the other for clients using Twilio, please make sure you are reading the right section.
SMS Compliance
PowerSMS users are responsible for making sure that the SMS recipient has opted in to receive SMS messages,
are complying by any and all SMS laws, and must agree to the terms of service of the gateway they’ve chosen
to use (which users will be presented with when they sign up for an SMS gateway account).
Choosing a Service Provider
PowerSMS is integrated with two different third party SMS providers, CallFire and Twilio. In order to configure
or use PowerSMS to send SMS messages from CRM you will need to create an account with one of these SMS
providers. For information on each of these providers, please visit their respective pages:
http://www.callfire.com and http://www.twilio.com. Once you have chosen one of these providers, you will
need to sign up for an account with them. For instructions on how setup accounts with these third parties
please see below.
Note: CallFire allows users to send to U.S.-based phone numbers only. If you’d like to send to international phone
numbers, you will want to use Twillio as your SMS gateway. Each gateway also has a cost to each SMS message
you send out. Costs vary based on gateway, country the SMS is sent to, etc. Pricing can be found on the respective
gateway pages.
Creating an Account with CallFire
To create an account with CallFire navigate to http://www.callfire.com and click on “Sign up for free” on their
homepage.
Note: CallFire only supports US based phone numbers at this time.
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On the next page, you will be asked to create a username and password. Remember to save your username
and password somewhere safe, so you will be able to login to CallFire again, should the need arise. Then click
on “Create Account.”
On the next page, you will have the ability to add credits to your account. Once you’re done adding your
credits click on “Start using CallFire” at the bottom right of the page.
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Note: If you ever need to add credits to your CallFire account in the future, log in to your account and click on
Billing > Purchase, and purchase more credits.
You will then be prompted to log in to CallFire again, using the username and password you just created.
Generating an API Key
In order to connect your CallFire account with your CRM using PowerSMS, you will need to generate an API
key. In your CallFire account, navigate to Settings and click on API Access.
Then click on “Add API Access”
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Input “PowerSMS” into the App Name area and enter the password you used to login to your CallFire account.
CallFire will then give you an App Login and App Password, copy both of these items to your clipboard and
click Save. Note: Make sure to write down your API Login and Password right away, because once you exit out of
this screen, that information will be masked.
Creating an Account with Twilio
If you would like to use Twilio as your SMS provider, please navigate to https://www.twilio.com and click on
“Sign Up” in the upper right corner.
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In the next screen Twilio will ask some general information for your account. Please remember to save your
username and password somewhere safe, so you will be able to login to Twilio again, should the need arise.
Then click on “Get Started.”
Next, Twilio will take you through a verification process, you will need to provide a phone number that they can
call or text you a verification code.
Once you get the verification code, enter it into the field provided and select “Submit.”
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Once you have completed the verification process for Twilio, they will give you a Twilio based phone number,
you can choose to use the one provided or choose your own number by clicking the link at the bottom of the
page.
If you choose to get a Twilio based phone number click the red “Get your Twilio number” button. Make sure
you copy this phone number to your clipboard as you will need it later. Clicking this button brings you to the
Getting started screen. On this screen you can configure your number, view your API credentials and test the
functionality around Twilio’s different services.
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The dashboard is another screen where you can find your API Credentials, please copy the Account SID and
Auth Token to your clipboard you will need this information for the PowerSMS solution. This is also the section
where you can upgrade your account from the trial version.
Next, click on “Numbers” at the top of the screen, and click on the number displayed there to set the
properties.
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Place your chosen cloud URL in the Request URL field, under the Messaging section, change the dropdown to
say “HTTP GET” and Save. This will allow you to track responses back into your CRM. If you do not put this URL
in the Messaging Request URL, your responses will not be tracked back into CRM.
North America
South America
Europe
Asia
https://pocloudcentral.crm.powerobjects.net/PowerSMS/IncomingSMS.aspx
https://pocloudbrazil.crm.powerobjects.net/PowerSMS/IncomingSMS.aspx
https://pocloudwesteurope.crm.powerobjects.net/PowerSMS/IncomingSMS.aspx
https://pocloudeastasia.crm.powerobjects.net/PowerSMS/IncomingSMS.aspx
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Configuring PowerSMS
Once you’ve finished setting up your CallFire or Twilio account, navigate back to CRM to Settings > Solutions >
and double click on PowerSMS to reopen the configuration screen. Once the Profile tab has fully downloaded,
select the Setup tab. Here you will see a number of values that need to be entered, please note these values
will change based on what Service Provider you have chosen to work with.
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CallFire
SMS URL
If the URL is not already there, please double click in the blank space under the “value” column, next to SMS
URL, and put https://www.callfire.com/api/1.0/soap12/text in the value area.
API Username
This is the App username that was given to you when you set up the API key in your CallFire account.
API Password
This is the App password that was given to you when you set up the API key in your CallFire account.
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Twilio
Phone Number
This is where you will want to add the Phone Number that Twilio assigned to your account when you initially
registered for the service.
Account SID
This is the Account SID that was given to you on the dashboard of your Twilio account.
Auth Token
This is the Token that was given to your on the dashboard of your Twilio account.
Bitly
Connect your PowerSMS solution with Bitly so that you can text short links to records in your system. To get an
access token from your Bitly account, please login to your Bitly account and navigate to
https://bitly.com/a/oauth_apps, here you will be able to generate your token.
Received SMS Match
If you are using the Twillio SMS gateway, you will be able to track SMS replies back inside of CRM as well. To
configure how SMS replies are tracked, navigate to the “Received SMS Match” tab in the PowerSMS solution.
When an SMS message is replied to, PowerSMS will search through the entities configured here, search
through the defined “SMS Match” phone numbers, and set the message regarding the first record it finds.
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To add an Entity to be searched in, Click “+ Add Entity”. To remove an entity to be searched in, select the
dropdown, and click on “X” next to the entity you’d like to remove.
Next, choose an entity in the dropdown, and configure which phone number fields you’d like to search in. You
can add fields by dragging them from the right-hand list, under the “SMS Match” section. You can remove
fields by clicking on the “X” next to the field name. Search order defines, when an SMS message comes back in,
which entities are searched in first. The SMS message will be set regarding the first record that is found with a
matching phone number.
After you’re done with your configuration, remember to click Save.
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Security Roles
After you import PowerSMS, you will see a new security role in your CRM system. In order to be able to use the
PowerSMS add-on and send SMS messages out of CRM, users will need to be assigned this security role.
System Administrators will automatically be able to use PowerSMS.
Navigating PowerSMS
Once you have PowerSMS imported and registered for your CRM, you will see a new section under the
PowerPack section that will show SMS Messages.
Additionally there will be a new activity created in your system called “SMS Message” which can be found in
any activity section of your CRM system.
Sending PowerSMS
A SMS message can be sent to any CRM record that allows activities to be added to it. There are a number of
different ways to send a PowerSMS from your CRM.
Sending a SMS to One Person
If you would like to send a SMS to just one person, navigate to their record in CRM and open their record.
From the ellipsis select ‘Other Activities’ and then ‘SMS Message.’
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If that person has a mobile phone number on their record, that phone number will automatically be populated
into the “Phone Number” field on the SMS activity record. The regarding field of the message will be filled in
with the name of the person you are sending the SMS to. Type your message in the “SMS Message” field, and
click on “Mark Complete” to send the message. Clicking “Save” or “Save & Close” will not send the message.
Note: The user who is trying to send the SMS message must either be a system administrator or have the
PowerSMS security role assigned to them.
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Sending a SMS via Workflow
Another option for sending a PowerSMS message would be by using a workflow, which automatically fires off
the SMS when something happens in your CRM. To send a SMS message through a workflow, you would build
the workflow as usual, setting up what trigger you would like to send the SMS message. For example, send a
SMS message when a case is closed, or when an opportunity is set to won. Then add a “Create Record” step,
and choose SMS Message.
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Click on Set Properties, to the right of where you selected to create an SMS Message, and use the Form
Assistant on the right hand side of the screen to dynamically fill in the phone number field with a cell phone
number, and type the SMS message.
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Then Save and Close. Next, add another step, a “Change Status” step, that will change the status of the SMS to
“Pending Sent.” This will actually send the SMS message.
Finally, Save, Activate and test your workflow.
Sending to a Marketing List
To send a SMS to a marketing list of accounts, contacts or leads, you first need to create a workflow that can be
run manually. To do this, navigate to CRM Settings > Processes and click New. Name the process, and choose
the type of entity that your marketing list will be made up of (either contacts, leads or accounts). Then click OK.
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Next, uncheck the box that says “Start when: Record is created”, and check the box that says “Available to Run:
As an on-demand process.”
Add a Step, choose “Create Record” and choose “SMS Message” in the drop down. Then click on Set
Properties.
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Use the form assistant on the right side to dynamically insert the mobile number of the lead, contact, or
account. Type the SMS message you would like to send, and click Save and Close.
Note: You can also use the form assistant on the right-hand side to insert dynamic values (such as the person’s
name) into the text message.
Now, add a step that will change the status of the SMS message to “Pending Sent”, which will send the
message. To do this, click on “Add Step” and add a “Change Status” step. Choose “SMS Message” in the first
dropdown and “Pending Sent” in the second dropdown, so that your workflow steps look similar to the below.
Then Save and Activate your workflow.
Next, create a marketing list, as you normally would in CRM. Once you have pulled together your marketing list
members, click on marketing list members on the left hand side, and click to select all members at the top of
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the view. Click on Run Workflow at the top of the window, and select the workflow you just created. Then click
OK.
Remember to repeat this with each page of marketing list members.
Note: It is your responsibility as the user to comply with mass SMS laws.
Opt-ins
It is the CRM user’s responsibility to ensure that people they are sending SMS messages to have opted into
receive text messages. There are a number of ways to keep track of opt-ins in CRM. One option to keep track
of SMS opt-ins would be to add a radio button to the contact/lead form called “Allow SMS Message” and set
that to radio button to “yes” or “no” depending on that person’s SMS preference.
Unsubscribes
If someone would like to unsubscribe to your SMS messages, all they have to do is reply “stop” to your
message. This ensures that they will not receive your messages any longer. If you try to send an SMS message
to someone who has unsubscribed, they will never receive your message, and you will not be charged for that
SMS message. If you are using Twilio as your SMS gateway, that “stop” response will be tracked back in CRM.
If someone unsubscribes by replying “STOP”, they will receive a message letting them know they have
unsubscribed.
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Twilio’s unsubscribe message: “You have been successfully unsubscribed. You will not receive any more
messages from this number. Reply START to re-subscribe.”
PowerSMS Send Results
After your SMS message is sent, you will get a message in the “Status Reason” field, letting you know either
that your message was sent successfully, that it’s pending send, or that the sending failed. You will also get a
message in the “Results” field on the message, letting you know if the message was sent successfully and, if it
was not, why not.
Under the PowerPack tab, you will also find an SMS Message area that lists all SMS messages that were sent,
what the message was and who it was sent to. You can change this view to see all SMS messages, all failed SMS
messages, all successful SMS messages, all SMS message sent today or in the last 7 days, or you can create
your own SMS view.
Twilio Users
If you’re using Twilio as your SMS provider, not only will you be able to send messages to international phone
numbers, but will also be able to track SMS replies back in CRM.
Responses
If someone replies to your SMS message, their message will also be tracked back in CRM. If the phone number
coming back in matches a phone number on a record in your system, the SMS message will automatically be
set regarding that record. The status reason of the SMS message will be “Received”. Even if the recipient replies
“STOP” to unsubscribe, this will also be tracked in CRM.
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Responses can be found in the PowerPack section of CRM under SMS Messages. This section will give you a list
of all sent and received SMS messages. If a received SMS message does not match a phone number format in
CRM it’s regarding will not be set, as shown in the second SMS record below:
Additionally, you will be able to see sent and received SMS messages on the individual contact or lead records
that you send the SMS messages to under closed activities.
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Uninstalling PowerSMS
To uninstall PowerSMS, navigate to the solutions list, select PowerSMS and delete the solution. Deleting this
solution will remove all SMS messages that were created with PowerSMS. If you would like to keep this
information simply unsubscribe in the configuration screen and leave the solution in your system.
USER GUIDE | PowerSMS 2013/2015