CRM SMS Module (SMS Messaging in CRM)
Send SMS messages directly from Leads and Opportunities with automated templates and full history tracking.
CRM SMS module integrates SMS messaging directly from Leads and Opportunities, supporting bulk sending and pre-built templates.
Track SMS history in chatter, manage SMS templates with dynamic variables, and control access for Sales Managers.
Key Features
Key points
• Send SMS directly from Leads and Opportunities with one click.
• Bulk SMS sending for multiple leads/opportunities at once.
• Use pre-built SMS templates with automatic dynamic variables.
• Track complete SMS history in chatter of each record.
• Manage SMS templates for CRM and Partner (Sales Manager permission).
• Fully integrated with Odoo SMS system.
System Requirements
Key points
• CRM module installed and configured.
• SMS module installed with valid SMS provider.
• Lead/Opportunity must have valid phone number in Phone field.
• IAP (In-App Purchase) configured for SMS service if using Odoo SMS.
Core Terminology
| Fields | Description |
|---|---|
| Send SMS | Button to send SMS from lead/opportunity. |
| SMS Composer | SMS composition window. |
| SMS Template | Pre-built message template with variables. |
| Recipients | SMS recipient phone numbers. |
| Message | SMS message content. |
| Use Template | Select pre-built SMS template. |
| Keep a note | Save SMS sending history in chatter. |
Send SMS from Lead/Opportunity
Send SMS messages directly from lead or opportunity records with convenient SMS button.
Key points
• Phone number automatically taken from Phone field of lead/opportunity.
• If no phone number, system will show error.
• SMS message appears in chatter with dedicated SMS icon.
Steps
1. Open lead or opportunity to send SMS.
2. Click SMS button (chat bubble icon) next to Email button.
3. SMS Composer window appears with phone number auto-filled from Phone field.
4. Select SMS template from Use Template dropdown or compose manually.
5. Review message content, dynamic variables will auto-replace.
6. Click Send SMS to send message.
7. Message logged in chatter with sending status (sent/failed).
Bulk SMS Sending
Send SMS messages to multiple leads/opportunities at once from list or pipeline.
Key points
• Only sends to records with valid phone numbers.
• Records without phone numbers automatically skipped.
• Message logged in chatter of each individual record.
• Can send from Kanban Pipeline by clicking SMS button in header.
• Keep a note option to save sending history for all records.
Steps
1. Go to CRM → Leads or CRM → Opportunities.
2. Switch to List view.
3. Check multiple records to send SMS.
4. Click SMS button in list header.
5. Bulk SMS Composer window appears.
6. Select template or compose message content.
7. Click Send SMS to send to all selected records.
Manage SMS Templates
Sales Managers have permission to create and manage SMS templates for crm.lead and res.partner models.
Key points
• Common variables: ${object.name} (opportunity name), ${object.partner_name} (customer name), ${object.user_id.name} (salesperson name).
• Templates can be used for both single and bulk sending.
• Template management permissions configured in security/sms_security.xml.
Steps
1. Go to Settings → Technical → SMS Templates (requires Sales Manager permission).
2. Click New to create new template.
3. Fill Name: template name (e.g., "Follow-up Lead").
4. Select Applies to: "Lead/Opportunity" (crm.lead).
5. Compose Body with template content and dynamic variables.
6. Use ${object.field_name} syntax for dynamic variables.
7. Click Save to save template.
SMS Template Examples
Common SMS Templates
| Template Name | Content | Purpose |
|---|---|---|
| Follow-up Lead | Hello ${object.partner_name}, thank you for your interest in ${object.name}. I am ${object.user_id.name} and will assist you. | Follow up new leads |
| Meeting Confirmation | Confirming meeting on ${object.date_deadline} with ${object.user_id.name}. Please reply to confirm. | Confirm appointments |
| Thank You | Thank you ${object.partner_name} for trusting our service. Contact ${object.user_id.phone} if you need support. | Thank customers |
Track SMS History
Key points
• All SMS messages logged in chatter of lead/opportunity.
• Displays dedicated SMS icon to distinguish from emails and notes.
• View sent content, sending time, and status (sent/failed).
• Can filter to show only SMS in chatter to track conversation history.
• Sending status automatically updated from SMS provider.
When to Use SMS
SMS Use Cases
| Situation | Reason | Example |
|---|---|---|
| Quick follow-up | Faster response than email | Remind customer after phone call |
| Appointment confirmation | High read rate | Send SMS confirmation 1 day before meeting |
| Urgent notification | Need immediate response | Important order update |
| Customer care | Creates friendly feeling | Thank you message, birthday wishes |
Best Practices
Key points
• Check phone numbers: Ensure phone numbers are correctly formatted with country code.
• Keep it concise: SMS has 160 character limit, get straight to the point.
• Personalize: Use dynamic variables to address customer and salesperson by name.
• Timing matters: Avoid sending SMS outside business hours (8am-6pm).
• Comply with regulations: Only send to customers who opted in for SMS marketing.
• Avoid overuse: Do not send too many SMS to same customer.
• No spam: Do not send irrelevant promotional content.
• Opt-out option: Always provide way for customers to unsubscribe from SMS.
CRM Workflow Integration
Key points
• Send SMS automatically when lead changes stage (requires Automated Actions configuration).
• Combine SMS with email in multi-channel marketing campaigns.
• Use SMS for quick follow-up after calls or meetings.
• Track SMS response rate to evaluate effectiveness.
• Integrate with Phone Widget for seamless calling and SMS.
Advanced Configuration
Steps
1. Configure SMS provider in Settings → Technical → SMS.
2. Set up IAP credits for Odoo SMS service.
3. Create Automated Actions to send SMS automatically when lead meets conditions.
4. Configure Server Actions to send SMS in complex workflows.
5. Use Scheduled Actions to send periodic SMS reminders.
User Groups and Permissions
Access Control
| Group | Main Permissions |
|---|---|
| Sales User | Send SMS for own leads/opportunities, view SMS history. |
| Sales Team Leader | Send SMS for team leads/opportunities, bulk SMS sending. |
| Sales Manager | Full access: manage SMS templates for CRM and Partner, configure SMS system. |
Troubleshooting
Common Issues
| Issue | Cause | Solution |
|---|---|---|
| SMS button not showing | Module not installed | Install crm_sms module from Apps |
| SMS sending failed | Invalid phone number | Check phone number format with country code |
| No SMS templates | Templates not created | Create SMS templates in Settings → Technical → SMS Templates |
| Missing template management permission | Not Sales Manager | Request admin to grant Sales Manager permission |