If you are using any version of the Twilio for Salesforce app older than 4.84, then before upgrading to latest version, please ensure you perform these two mandatory tasks:
all existing messages
field needs to be populated only if the customer organization is using a personal account.
These steps are necessary for the Inbox to show the correct Lead or Contact record on the incoming message.
The SMS Inbox Lightning Component allows users to see messages from all of the leads and contacts that they own. Instead of visiting a contact or lead record to view recent messages, you can configure the SMS Inbox in the Lightning toolbar or on a dashboard for easy viewing.
The SMS Inbox includes these key features:
To configure the SMS Inbox, just follow these steps:
Here you can either add SMS Inbox to an existing Lightning app or create a new one.
Click on Add Utility Item :
To make sure that the component shows the new messages automatically, check the Start Automatically checkbox:
By default, the SMS Inbox only shows messages from Contacts, Leads, and Person Accounts that belong to the Salesforce user. Additionally, if a message is sent to a personal phone number that is configured for a Salesforce user, that message will appear in that user's SMS inbox.
Twilio for Salesforce optionally allows users to see all the messages intended for their organization. This is useful if you have Salesforce users who collaborate across conversations. This option must be enabled by an administrator. To enable the option:
Under the Inbox Config section, select Users can see all messages and then click the Save button: