Suggested Search: Admin Guide, User Guide
Suggested Search: Admin Guide, User Guide

FAQ

102. How can we check the message was sent successfully?

To check if the message was sent successfully, you can check the two fields available on SMS History record:

Sent Status

The SentStatus of an SMS gives you the health of the SMS creation process from the salesforce org to the SMS-Magic portal. If it displays “Submitted” in the initial stage, it means that the SMS request has been created successfully.

Delivery Status

The deliveryStatus of an SMS is the real-time delivery report that we receive from the SMS providers. The moment we receive them, we push them back to your SF org.

In short, when we send an SMS from the SF org, a record is created in SMS History tab with the Sent Status as “Submitted”. This means that the SMS has been sent from Salesforce to the SMS Magic portal for further processing.
When we receive the delivery report from the provider, we push it back to your org and the Sent Status is updated to “Success” and the Delivery Status is updated with the one shared by the SMS provider.

Additionally, the Status field shows the overall status of the outgoing messages.

103. What is Oauth? Is it necessary to enable the OAuth?

SMS-Magic is a connected app on Salesforce for authentication of Data and to push data into Salesforce. As SMS-Magic sends Delivery reports and Incoming SMS back to Salesforce we use OAuth for this purpose.

Setting up OAuth with SMS-Magic is pretty simple.

  1. Under the Converse Settings tab from SMS-Magic Converse click Reset . You can also avail the option from All tab.
  2. View the API key generated in the following page as shown below.
  3. Click Go Back to Salesforce and OAuth configuration is completed.

104. Can partner community users use SMS-Magic Converse and, if so, what permissions do they need?

Yes. SMS-Magic Works with partner community user of Salesforce. You can give the users “SMS-Magic Converse User” Permission Set and grant access to the Visualforce pages for Conversation View.
Refer to the section on SMS-Magic Converse Permission Details in the SMS-Magic Converse Guide for Salesforce Admin for more details on assigning permissions in SMS-Magic Converse.

105. Can we change our standard SF mobile field to a custom field? If yes, can we still map this to send SMS’s?

You can map standard as well as custom mobile fields to pick the mobile number from, while Sending SMS.

106. Is it possible for our users to create an out of office auto text response if they are going to be away from the office for a period of time?

Yes, you can set-up auto response based upon based hours by using Salesforce Standard functionality.

107. Some text messages that are sent out are not logged in the Converse Desk at all. For example, as a Salesforce user when I send out a text message to myself through the conversation panel, I do receive the message. However, I am unable to view it under the sent items on the desk. Is this a configuration issue?

There could be two possible reasons for this:

1.Opportunity is not part of MoC;

or

2. The sender ID and phone number combination received in the last message was from the Contact record.

108. When I send an SMS on opportunities only an outgoing message was logged. To test it, I sent a text back. This was logged under me as a contact and not as a direct reply to the message sent from the Opportunity. Why did this happen?

No, this is not a configuration issue. Notifications sent to Salesforce users are not associated with conversations and will not be displayed on the conversation desk.

1. What do I get in Start plan ?

The Start Plan includes 2940 SMS Credits, 1 Sender Id and 1 Basic user license.
You can buy additional basic licenses to increase users, phone lines and message credits to expand the Start plan.

2. What do I get in Amplify plan ?

The Amplify Plan includes 5880 SMS Credits, 3 sender Id and 3 power user license.
You can buy additional basic licenses to increase users, phone lines and message credits to expand the Amplify plan.

3. What are phone lines and long codes?

Phone lines and long codes are different names used for the numbers on which you receive messages, and from which you send messages. Phone lines and long codes are specific to countries. If you’re messaging to and from different countries, you will need to have different numbers for those countries.

4. What are the different types of licenses that can be purchased.

There are 2 types of licenses available for purchase.

A plan must be purchased (Start or Grow) to be eligible to purchase individual additional licenses.

The license types available for purchase are given below:

  1. Basic User License – By default 1 basic user licenses will be available on purchase of a start plan. You can purchase additional licenses if required.
  2. Power User License – By default 3 power user licenses will be available on purchase of a plan. You can purchase additional licenses if required. 

Note that currently either you can purchase basic or power based on your plan.

5. Does automation have a cost?

Automation is an inherent capability of all SMS-Magic conversational text messaging solutions. It is included in all pricing plans.

6. What is the difference between Basic and Power User licenses?

SMS-Magic Basic & Power-user licenses are like any other software license. A basic User license is ideal for small segment users who use SMS-Magic for messaging capability and automation.
While Power-user license holders can use all features available under the Basic User license in addition to accessing the Converse Desk, the advanced compliance with consent specific to content types and double Opt-in to meet regulatory compliance.

7. Do you have a minimum number of users?

Yes, the Start Plan provides licenses to 1 users and the Amplify Plan provides licenses to 3 users. Addition of new user licenses can be purchased from add-ons during checkout.

8. How much does a text message cost to send?

The cost of a text message varies by country, due to the different prices for messaging across different carriers. You can click here to see costs of text messages in various countries.

9. Do the message credits, I purchase, have an expiration date?

There is no expiration date for message credits. You can use your credits throughout the year, and any credits that remain at the end of the year will be rolled over to the next year.

10. How many credits do you charge to send an MMS message?

We charge 4 message credits per MMS message. Note: MMS messages are only available in Australia and USA as of 2018.

11. How are credits deducted for multiple countries?

Let’s say you’re sending a message blast to customers in five countries. Each message will be credited based on the message cost for that specific country, as shown in Q7 above.

12. When I use merge fields, how do I know how many credits will be consumed?

A user or admin will see the number of credits that will be consumed when you add a merge field to a message.

13. How does the free trial work?

You can try SMS-Magic for 7 business days each for Start and Amplify plans each.

14. What forms of payment do you accept?

We accept payment by credit card, wire transfer/ACH, and check.

15. Can we pay monthly or quarterly?

You can initiate payments for a monthly or annual plan one as per your requirements.

16. Do we have to pay for additional message credits?

Yes, you have to pay for additional credits, as described above in Q7.

17. How do I buy additional credits?

Visit Recharge your SMS-Magic Solution to buy additional message credits.

18. Do you have an auto-recharge option?

Yes, we do have the auto-recharge option. Simply share your credit card information and we’ll automatically recharge message credits you stipulate when you agree to the automated recharge option.

19. Do we have to pay for additional phone numbers?

Each additional phone number has a cost associated with it, based on the carrier cost and country.

20. How do I buy a short code or a long code?

Send an email to sales@sms-magic.com to speak with our rep on how to buy a shortcode. Long codes may be purchased on our website from here.

21. Can I add users mid-year? How would I be billed?

Use of messaging tends to grow as your team experiences its powerful value. That’s why we make it easy for you to add users any time you want and need. Simply add a user and we’ll bill you on a pro-rated annual basis.

22. Is there a time limit for a custom agreement?

No. Your remaining credits always rollover to the next year.

23. Is there any discount for annual payments?

Yes, there is a  16% discount on annual billing from website checkout. In addition, more discounts are based on the volume of user licenses and message credits.

24. Do you offer multi-year contracts?

Yes, we do offer multi-year contracts. We also offer discounts on such offers.

24. Are your prices inclusive of taxes?

Yes, all of our pricing includes taxes, except in India, where GST is added.

26. What’s your cancellation policy?

For cancellations within 3 days of your initial implementation, you get a full refund. Beyond three days, we require one month’s notice before canceling your account. Here are our complete terms and conditions.

27. Do you offer discounts for non-profit organizations?

Yes, we offer discounts for non-profit organizations. Discounts can be discussed with your SMS-Magic representative.

28. Can we send out messages to different countries? How does costing work?

Yes, you can send messages to multiple countries, however, you will need to make sure the country code is prefixed to the mobile numbers. Credits will be deducted as per rates prevailing in the recipient countries.

29. How can we add SMS credits on our own if we have subscribed to SMS-Magic app?

  • Use the following link to top-up you credits : https://app.sms-magic.com/pricing/topup.
  • Log in to SMS Magic portal and click on Balance Available on the top right corner.

1. Where is your server/data centre located?

We have our application hosted at US and Europe data centers. You can choose to host your data at either of these data centers.

2. What data do you store in your servers?

We only store minimal customer contact information and SMS data in our servers.

3. Is Screen-Magic ISO 27001 compliant?

Yes, Screen-Magic is ISO 27001 compliant. We have received our certification in 2017. Please contact care@sms-magic.com for more information.

4. Is Screen-Magic GDPR compliant?

We are working on the GDPR compliance project. Please visit the GDPR page for current status and more information about GDPR.

1. Is there a GDPR certification?

Currently there is no GDPR certification issued by the European Commission. Salesforce will be monitoring any certifications that are released after the GDPR becomes effective and will get certified, if it deems them to be appropriate.

2. What constitutes personal data?

GDPR aims to protect individual’s data that includes a wide range of personal identifiers including name, identification number, location data or online identifiers that reflect changes in technology and the way organisations collect information about people. In other words, all those identifiers that helps to identify an individual are included within the definition of ‘personal data’ for GDPR.

3. Do data processors need ‘explicit’ or ‘unambiguous’ data subject consent – and what is the difference?

The conditions for consent have been strengthened, as companies are no longer able to utilize long illegible terms and conditions full of legalese. The request for consent must be given in an intelligible and easily accessible form, with the purpose for data processing attached to that consent. This means that it must be unambiguous.
Consent must be clear and distinguishable from other matters and provided in an intelligible and easily accessible form, using clear and plain language. It must be as easy to withdraw consent as it is to give it.
Explicit consent is required only for processing sensitive personal data – in this context, nothing short of “opt-in” will suffice. However, for non-sensitive data, “unambiguous” consent will suffice.

4. What is the difference between the “right to restrict processing” and “consent management?

The right to restrict processing refers to the right of Data Subjects to request that a data controller blocks or suppresses the processing of their personal data.
Consent Management refers to the ability of organizations to manage individual’s consent preferences. In order to process personal data, organizations must have a lawful basis to process the data. Under the GDPR, there are six legal bases which organizations can rely on to lawfully process personal data. One of these is the consent of the data subject. If an organization is relying on consent, and the individual requests a restriction of processing of their personal data, depending on the circumstance of the request, organizations may also consider updating the individual’s consent preferences. This change would include their intent to restrict all processing of their personal data.
Organizations should seek legal counsel to understand what legal bases they are relying on to lawfully process personal data and their obligations under the GDPR, in order to design their process.

5. Who is a Data Protection Officer (DPO)?

A Data Protection Officer is the professional responsible for the data protection activities and measures inside the company. He/she holds the security leadership role in charge of overseeing data protection strategy and implementation to ensure compliance with GDPR requirements.
Our information security manager will be our DPO. If you want more details, you can reach out via email at data-protection-officer@screen-magic.com.

6. How should we notify customers of these new rights?

The European Commission has a website with guidance for its citizens on GDPR.

7. Is Screen Magic GDPR compliant?

Yes, Screen Magic is GDPR compliant.

8. What does GDPR mean for customers?

Screen Magic understands that meeting the GDPR requirements may take a lot of time and effort. As your partner, we want to help you make your process as seamless as possible, so you can focus on running your business. Some of our product enhancements will make it easier for you to: 

  • Provide access controls
  • Encrypt, anonymize, or delete user data
  • Perform data audits or assessments using data processing logs
  • Create provisions for data subjects’ rights
  • Enhance security for user data

9. How does GDPR impact Screen Magic and its customers?

The GDPR regulates the “processing” of personal data of any EU resident (who is referred to as a “data subject”). “Processing” includes the collection, storage, transfer, or use, of personal data. This means that any company that processes the personal data of any data subject, regardless of where the company is based, is subject to the rules of the GDPR. Additionally, the GDPR defines personal data very broadly, and includes name, email, demographic information, real-time location, online activity, and health information, to name a few. As the messaging service platform, Screen Magic receives billions of data points from all over the globe, including data points that are or contain personal data from data subjects. This means that both Screen Magic and our customers sending us data will need to comply with the requirements of the GDPR.

10. Is Screen Magic collecting data?

Screen Magic is the “data processor” for its customer’s data. Our customers therefore are the “data controller”. These terms are defined under the GDPR. The data controller collects data from data subjects (i.e., customer) and says how and why personal data is processed. The data processor receives the data from the data controller and acts upon instruction from the data controller.

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