SMS: Sending and Receiving SMS Messages

This article includes the following topics:

• Sending and receiving SMS messages
• Troubleshooting

Sending and receiving SMS messages

1. From the Client Dashboard, go to the SMS tab.

   

2. Optional) Select a creditor by selecting from the "Select a Creditor" dropdown menu on the left side of the section.
   
   NOTE: 
3. Next, do either of the following:
   • Type in a custom message; or

   • Select a template by selecting from the "Search for a Template" dropdown menu on the left side of the section. Note that your options are split between those templates shared by the company and those which are view-only templates 

     • Parent companies can now share SMS templates with affiliate sub-companies in "View-Only" mode. Affiliates can use these templates but cannot edit or delete them, ensuring brand consistency while still allowing affiliates to manage their own private templates.

     

4. Select the phone number that this SMS text message will send to.

   

5. The phone number from which this SMS text message will be sent is automatically assigned if the contact has a cell phone number listed on the left side of the client dashboard.

   NOTE
   The SMS platform will check all 3 of the contact's phone numbers (Home, Work, and Cell). If none of these numbers are detected as a valid mobile number, the system will use the Cell Phone.

6. Click Send Message.

7. To view a sent message, from the Client Dashboard, go to the History tab.

   

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Troubleshooting

A client replied to my SMS text message but I don't see it.

This likely means that there are duplicate contact files linked with your Twilio account that have the same mobile phone number. The system will add the reply to the contact record that was most recently sent an SMS text message.

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