Salesforce | Inbound notification to public group or queue

You can notify a Salesforce Public Group instead of an individual user when an inbound SMS is received.

Routing inbound SMS notifications to Salesforce Public Groups

1. Create one Public Group per team by navigating to Setup > Public Groups. Create a group for each team (e.g. SMS Support Group A, SMS Sales Group B) and add the users who should receive the inbound SMS notifications.
2. Create one Email Alert per group by navigating to Setup > Email Alerts. 
   1. Object: Task
   2. Email template: Create or select your "Inbound SMS Received" email template
   3. Recipient Type: Public Group and select the matching group.
3. Create a Record-Triggered Flow on Task by navigating to Setup > Flows > New Flow.
   • Type: Record-Triggered Flow
   • Object: Task. 
   • Trigger: A record is created
   • Run: After Save
4. Set entry conditions for inbound SMS by using conditions such as:
   • SMS = True
   • SMS Direction = Inbound

5. Add routing logic by dragging a Decision element to route based on the inbound SMS identifier such as:

   • Inbound phone number (Sent To)
   • SMS account / sub-account
   • Sender ID field (if available in the organisation’s SMS fields)

   Example:

   • If inbound number = Group A number > send Email Alert to Public Group A
   • If inbound number = Group B number > send Email Alert to Public Group B

6. Add Email Alert actions. For each Decision branch, call the matching Email Alert.

   

7. Send a test inbound SMS to each number / sub-account. Confirm that the respective Salesforce Public Group members receive the email notification.

Important considerations:

• Task ownership: This process does not assign the Task owner to the Public Group. The Task owner will remain assigned to the default user or queue. The Public Group is only used as the email notification recipient.
• Duplicate notifications: If your Sinch SMS for Salesforce configuration is already set to send "owner email" alerts, users might receive duplicate notifications. Ensure you either disable the default owner notification under your Task Assignment Settings or prepare your team for both alerts.