SUPPORT.TWILIO.COM END OF LIFE NOTICE: This site, support.twilio.com, is scheduled to go End of Life on February 27, 2024. All Twilio Support content has been migrated to help.twilio.com, where you can continue to find helpful Support articles, API docs, and Twilio blog content, and escalate your issues to our Support team. We encourage you to update your bookmarks and begin using the new site today for all your Twilio Support needs.

Schedule Text Messages with Twilio for Salesforce (T4SF) During Working Hours

Issue

You may experience issues with text messages being sent at inappropriate times, such as late at night, due to Salesforce triggers activated by users working outside of normal business hours. This can lead to messages being sent at inconvenient times, such as 2:00AM.

 

Product

  • Twilio for Salesforce (T4SF) 
  • Twilio Studio

 

Cause

The issue arises when Salesforce triggers are set to send messages immediately, regardless of the time of day. This can occur when users work late and inadvertently activate these triggers, resulting in messages being sent outside of desired time frames.

 

Resolution

To address this issue, you can use Twilio Studio in conjunction with Twilio for Salesforce to schedule messages to be sent only during working hours. Here are the available options:

  1. Send to Twilio Studio from Salesforce: Utilize the "Send to Studio" Process Builder Action in Twilio for Salesforce. This allows you to send custom parameters to Twilio Studio, which can be configured by an administrator to control when messages are sent.
  2. Develop a Flow in Twilio Studio: Create a flow in Twilio Studio to schedule message delivery. Twilio Studio provides a visual interface to design and schedule message flows. Implement logic to check the current time and schedule the message for the next available working hour if it falls outside your desired time frame.
  3. Use the SMS Campaign Component in Twilio for Salesforce: If you are sending messages to multiple recipients, the SMS Campaign component in Twilio for Salesforce provides built-in scheduling functionality. You can launch a campaign and specify the date and time for your messages to be sent, ensuring they are delivered during business hours. This is a no-code solution for bulk messaging scenarios.
  4. Best Practices: For business-to-business (B2B) communications, it's generally best to send messages during business hours, such as early morning, lunch hour, or the end of the business day. This ensures that recipients are more likely to see and respond to messages promptly.

 

Additional Information

By following these steps, you can ensure that their messages are sent at appropriate times, improving the overall experience for your recipients.


 

Have more questions? Submit a request
We can’t wait to see what you build.
Powered by Zendesk