Twilio for Salesforce - Set Up Message Ownership Determination Order

Twilio for Salesforce allows you to set up a custom order to find the related record to the message and the message owner.

The message owner is always set to the first found related record's owner.

The message owner is used to route notifications and inbox display purposes.

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Setting up custom order for message ownership determination

• Message ownership will be determined in the order defined
• For every incoming message it will be first checked if it belongs to a Team
• If not, it will follow the custom order as per the setup
• Order of the objects can be changed by moving them up or down
• Custom or other standard objects can be added from the Select Owner dropdown, by clicking the '+' button
• An object can be removed from the ownership determination order by clicking the 'x' icon
• For Contact object, you can also choose the Contact's Account's owner to be the message owner

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