Sending Messages in Modern Campus Message

Modern Campus Message allows Enterprise CRM users to send SMS messages to contacts directly from Salesforce. Messages can be sent to an individual contact, a group of contacts returned in a report, or members of a campaign. The sections below explain how to create and send a message using each of these audience types so you can select the method that best fits your outreach.

Some points that apply to all instructions below:

• You can include multiple audience types (contacts, reports, or campaigns) in the same message.

• When selecting an audience, reports create a set of contacts based on the report filters at the time the message is sent. Campaigns are a fixed set of campaign members, so messages will only be sent to the contacts currently included in that campaign unless members are added or removed.

• If a contact appears in more than one selected audience, they will only receive one message.

• Scheduled messages are sent using Eastern Time, regardless of the recipient’s time zone.

Send a Message to a Single Contact

Use this option when you want to text an individual person directly from the CRM.

1. Log into the Enterprise CRM.

2. Click the App Launcher (nine dots in the upper-left corner) and select Modern Campus Message.

3. Click + New Message.

4. In the Department dropdown, select the appropriate Program.

5. In the Audience search field, search for the Contact name.

6. Select the contact from the dropdown list to add them as a recipient.

7. Type your message in the message box.

8. Optional:

   • Add merge fields using the tag icon.

   • Add emojis using the smiley icon.

   • Add an image using the image icon.

9. Choose whether to send the message Now or Later.

10. Click Next.

11. Review the message before sending.

12. Click Send.

Send a Bulk Message to Contacts from a Report

Use this option when you want to send a message to a group of contacts that meet certain criteria defined in a Salesforce report.

1. Log into the Enterprise CRM

2. Click the App Launcher (nine dots in the upper-left corner) and select Modern Campus Message.

3. Click + New Message

4. Select the appropriate Program in the Department dropdown

5. In the Audience search field, search for the Report name

6. Select the report from the dropdown to add all contacts in that report as recipients

7. Compose your message in the message box

8. Optional:

   • Add merge fields using the tag icon

   • Add emojis using the smiley icon

   • Add an image using the image icon

9. Select Now or Later for delivery

10. Click Next

11. Review the message before sending

12. Click Send.

Send a Bulk Message to Campaign Members

Use this option when messaging contacts associated with a Salesforce campaign (for example, event registrants or outreach lists).

1. Log in to the Enterprise CRM

2. Click the App Launcher (nine dots in the upper-left corner) and select Modern Campus Message.

3. Click + New Message.

4. Select the appropriate Program in the Department dropdown.

5. In the Audience search field, search for the Campaign name.

6. Select the campaign from the dropdown to add its members as recipients.

7. Compose your message.

8. Optional:

   • Add merge fields using the tag icon

   • Add emojis using the smiley icon

   • Add an image using the image icon

9. Choose Now or Later for delivery.

10. Click Next

11. Review the message before sending

12. Click Send

Send a Message Using a Template

Templates allow you to quickly insert pre-written messages when composing in Modern Campus Message.

1. After clicking + New Message, locate the icons below the message composition field

2. Click the message bubble icon (to the right of the merge fields, emoji, and image icons)

3. A list of available templates will appear in the message composition area

4. Scroll through the list and click the template you want to use

5. The template text will populate the message field

Replying to incoming messages

1. In the Messages tab, click on Active Conversations in the left-hand pane
2. The list of active conversations will appear just to the right
3. Click on the conversation you wish to reply to
4. The conversation window will pop up on the right-hand side of the screen
5. At the bottom of the screen, you will see an area to compose a message
6. Compose your message in the box
7. Optional:
   • Use merge fields using the tag icon
   • Use an emoji using the smiley face icon
   • Add an image using the image icon
   • Insert a template using the template icon (The template usage documentation can be found above)
8. Select Now or Later for delivery
9. Click the paper airplane icon on the right to send