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SMS

Overview

SMS holds text conversations with people outside the business, on the mobile numbers your phone system is configured to receive.

SMS conversations

Which numbers reach you, and whether a conversation is yours alone or shared with a team, is configured in the Portal rather than here. See SMS Messaging.

Choosing which number you are working in

The selector above the conversation list picks which of your numbers you are using. A number marked shared means the conversation history is visible to everyone in that group, and any of them can reply.

Each conversation in the list is tagged with the route it arrived on, so you can tell at a glance which number a message came in to.

Use All and Unread to filter the list.

A shared number is a shared inbox

On a shared number, everyone in the group sees the whole history and any of them can reply. Treat it as a team mailbox rather than a private conversation.

Inside a conversation

The thread shows each message with its time and delivery ticks.

Pinned messages sit in a banner at the top of the conversation and are visible to everyone in it. This suits the details that keep being asked for, such as an address, an account reference or opening hours. The conversation also records who pinned what and when.

The header carries a star to favourite the conversation, a search for finding something in the thread, and an info panel.

Sending

The composer counts characters against the 160 character SMS limit. Press Enter to send and Shift+Enter for a new line.

Longer messages still send

Going past 160 characters does not stop a message, but it is sent as more than one part and may be charged accordingly. The counter is there so you know when that happens.