Zoho CRM | Send individual SMS/MMS/RCS messages

Zoho CRM gives you the flexibility to send messages in different ways, depending on what works best for you. You can send individual SMS/MMS/RCS messages via Zoho CRM records or via the Sinch Inbox and Bulk SMS tab.

To send RCS messages, you'll need to connect RCS to your Sinch Engage account first. 

Send messages via Zoho CRM Records

Send from a CRM record using Sinch SMS (widget sending)

1. Open the message recipient's CRM record.
2. From the navigation pane, click on Sinch SMS.
3. Compose your message in the Type your message here box.
4. (Optional) Click the + icon to use template, schedule SMS, attach file or insert emojis.
5. (Optional) Click on the icons in the top right for additional settings (search messages, linked records, utilities, filters, message options).
6. Check the character count to see the impact on message sending credits.
7. When you're ready, click the Send button to send your message.

Send from the 'Send Sinch SMS Message’ button (Contacts or Leads module)

1. From the left-side navigation menu, click on the Modules tab.
2. Under Sales, click on Contacts or Leads.
3. Open the message recipient's record.

4. Click on the Send Sinch SMS button in the top-right corner.

   

5. Configure your message in the pop-up window.
   • From: Use the drop-down arrow to select your From number (you can choose from the Sinch pool number or from the Record owner's phone number).
   • To: See the details of the recipient you are sending the message to. 
   • Advanced Settings: Option for additional settings. 
     • Number to use: Select to send to All Possible Numbers stored in the recipient's CRM record or specify a number.
     • Who should be notified of replies: Select Owner of each record, Me (user sending the message) or Other users (select from Other users drop-down box).
   • Templated or Blank: Choose whether you want to use a template or compose the message from scratch.
     • Template: Use the drop-down box arrow to select a template or click Edit to update the template. Click + Add New Template to create a new template.
     • Blank: Start composing your message.
   • Message: Compose and edit your message here. You can click on the + icon to insert emojis.
   • Attachment (MMS):

     • MMS maximum file sizes:

       • US: Up to 1000KB in jpg, png, gif, 3gp, mp4, mpg, avi, wmv, mp3, wav, vcf and pdf
       • AU: Up to 450KB in jpg, png, gif and pdf

       Note: Please be aware of these current exceptions.

       • PDF is not supported on any Toll-Free sender
       • PDF is not supported for Google Voice on any 10DLC sender
       • VCARD/vcf is not supported in Australia
   • We recommend checking and understanding the character count and estimated cost of the campaign before sending it. Longer messages and messages that include emojis or special characters cost more to send.
6. Click Send Now to send the message now. You can also click the down-arrow and click Send Later if you want to schedule the message to send at a specific date and time.

Send from the 'Send Sinch SMS Message' button (Tasks module)

1. From the left-side navigation menu, click on the Modules tab.
2. Under Activities, click on Tasks.
3. Click into the task you want to send the message from.

4. Click on the Send Sinch SMS button in the top-right corner.

   

5. Configure your message in the pop-up window and click Send Now or Send Later to send the message.

Send bulk Sinch SMS

You can also send messages in bulk using the Send Bulk Sinch SMS button in the Leads, Contacts, Deals or any other custom module. 

Send messages via Sinch Inbox and Bulk SMS tab

New conversations

1. From the left-side navigation menu, click on the Sinch Inbox and Bulk SMS tab.
2. Click on the + icon in the top-right corner to start a New conversation.

3. In the pop-up search window, type the name or phone number of the existing contact record you want to message and select from the drop-down list.

   

4. The new conversation for your contact will then load in the inbox.
5. Compose your message in the Type your message here box.
6. (Optional) Click the + icon to use template, schedule SMS or add an attachment.
7. (Optional) Click on the icons in the top right for additional settings (search messages, linked records, utilities, filters, message options).
8. Check the character count to see the impact on message sending credits.
9. When you're ready, click the Send button to send your message.

Open conversations

1. From the left-side navigation menu, click on the Sinch Inbox and Bulk SMS tab.
2. Click on the tabs Needs Reply, Follow Up or All Conversations to locate and open the conversation.
3. Compose your message in the Type your message here box.
4. (Optional) Click the + icon to use template, schedule SMS or add an attachment.
5. (Optional) Click on the icons in the top right for additional settings (search messages, linked records, utilities, filters, message options).
6. Check the character count to see the impact on message sending credits.
7. When you're ready, click the Send button to send your message.

RCS messages

We recommend checking RCS message types and RCS agent billing categories before sending RCS messages.

Once an RCS agent is registered on your Sinch Engage account, it will sync to your Zoho account and can be enabled or disabled.

Users can choose the RCS-enabled number from the Sender ID list and select the Fallback number the message should use if the RCS message fails to deliver or be received by the recipient. These settings will be kept next time.

When a RCS message has been entered, the Fallback message will populate the same content by default, however this can be manually updated. Messages will show as RCS if sent as RCS and SMS if they default back to SMS.

• Widget Sending on CRM record

  

• Single composer on CRM record (send from the 'Send Sinch SMS Message’ button)

  

• Bulk Composer

  

• Sinch Inbox

  

• Bulk SMS (Bulk Campaign)