Overview

SMS remains one of the most effective and immediate ways to communicate with opportunity. The Opportunity module in Meritto now allows you to send SMS messages directly—whether individually, in bulk, or through automated workflows. From setting up templates to monitoring delivery performance, this guide walks you through everything you need to know about SMS communication in the Opportunity module.

Plan & Permissions

Before using SMS in the Opportunity module, ensure the following:

• The Opportunity module is enabled for your entity.

• The entity must have Marketing Campaign functionality included in its CRM package.

• SMS configuration (API key, Sender ID, and credits) must be completed.

Reach out to your system administrator if any of the above are missing.

Core Functionalities

Telephony Activity Filters simplify lead and call management by allowing you to sort and track leads based on past telephony interactions. This helps prioritize important leads, identify trends, and make informed decisions. Here's what you need to know:

1. Enabling SMS Communication for Opportunities

To get started, ensure the Opportunity module is available for your account. If not visible, request activation through your system administrator.

2. Creating SMS Templates for Opportunities

Templates help maintain consistency and save time. Here’s how to create them:

1. Navigate to SMS Templates.

2. Select Module: Opportunity.

3. Choose desired template and fill in the required details:

• Campaign Name

• SMS Channel

• Message Body

4. Optionally enable Multiple Language Handling for personalized messages in regional languages.

5. Save the template for future use.

3. Sending a Single SMS

To send an SMS to a specific opportunity:

1. Open the Opportunity profile.

2. Click on the SMS icon.

3. Choose the SMS Channel and enter the Message Body.

4. Preview and make adjustments if needed.

5. Click Send. The message activity will appear in the opportunity timeline.
   
   

4. Sending Bulk SMS to Multiple Opportunities

To send SMS messages in bulk:

1. Go to the Opportunity list view.

2. Select the opportunities you wish to message.

3. Click Send SMS.

4. Enter the SMS Channel and Message Body.

5. Preview the SMS and make changes if required.

6. Choose to Send Now or Schedule the message.

5. Automating SMS Communication

To automate SMS via marketing automation:

1. Navigate to the Marketing Automation module.

2. Configure automation rules based on:

• Opportunity creation, or

• Field updates

3. Add an SMS Action to the automation workflow.

4. Customize your SMS templates for automated communication.

5. Monitor SMS performance via the Communication Report page.

6. Monitoring SMS Performance

To track the effectiveness of your SMS campaigns:

• Go to the Communication Performance page.

• View logs of all sent SMS.

• Check delivery status (Delivered, Failed, DND).

• Monitor SMS credit usage in real time.
  
  

7. Troubleshooting DND Status
To ensure compliance with DND (Do Not Disturb) regulations, the system prevents sending SMS communication to you on the DND list. If you're experiencing issues with SMS not being delivered, check the DND status of the recipient's mobile number.

8. Multiple Language Handling 

If you cater to a multilingual customer base, enable multiple language handling to personalize SMS communications for different language preferences.

Conclusion

SMS communication in the Opportunity module helps you engage effectively with your opportunities. Follow this guide to streamline communication, save time, and boost engagement. For help, contact your system administrator or support team.