Setting Up SMS with Ytel

This article describes how to configure and use the Ytel SMS integration within the FORTH system. It was developed for Account Administrators and standard users with SMS messaging permissions who configure messaging integrations and send customer SMS communications.

The article is organized into the following sections:

• Overview
• Prerequisites
• How to Access
• How it Works
  • Step 1: Enable Ytel SMS and Configure Credentials
  • Step 2: Sync and Share Phone Numbers
  • Step 3: Check Carrier Campaign Rates
  • Step 4: Send Text Messages
  • Step 5: Receive Inbound SMS Replies and Manage Notifications
• Troubleshooting / FAQ
• Assistance

Overview

The Ytel SMS Integration was developed by Forth in collaboration with our strategic partner, Ytel. This integration provides an alternative text messaging solution to ensure continuous customer communication and maintain carrier compliance standards. You can sync existing Ytel phone numbers directly into FORTH CRM to send direct messages, run automated campaigns, and deliver trigger-based texts. Inbound responses automatically route to the matching contact record, alerting assigned users in real time and logging full message histories. This prevents communication disruptions and centralizes conversation tracking without leaving the CRM.

Prerequisites

• Account Administrator permissions in the FORTH CRM to manage Integrations and Account Settings.
• Standard user access with SMS permissions to send messages from contact records.
• The SMS option enabled under the Phone/Messaging settings of your FORTH account.
• An active Ytel account with SMS messaging enabled and pre-registered phone numbers. You will use the username and password assigned in Ytel's Account Dashboard in the FORTH Ytel SMS Integration

How to Access

1. Log in to the FORTH CRM.
2. Click the Admin tab.
3. Click Integrations in the navigation bar.
4. Select Ytel SMS under the Other Integrations menu.

   • To manage numbers and review carrier throughput, navigate to SMS > Manage Numbers.

   • To compose a text message, navigate to Contacts > select a contact record > SMS.

How it Works

Step 1: Enable Ytel SMS and Configure Credentials

1. Navigate to Admin > Integrations.

2. Locate the Other Integrations section and select Ytel SMS.
   

3. Toggle the integration slider to Active.

4. Enter your Ytel API account Username (Email Address) and Password in the input fields.

5. Under Access Control, select the checkboxes for the specific companies permitted to use these credentials.

6. Click Save This Set.

Step 2: Purchasing a New Phone Number

1. Go to the SMS Tab, and select Manage Numbers from the dropdown option at the top left of the page.
2. Click Purchase a New Number at the top right of the page (see image below).
   
3. The image below shows that the following page will open, asking you to select your number by Area Code. Once you have typed in the text field on this page, click Continue to proceed.
   

Step 2: Sync and Share Phone Numbers

1. Click the SMS tab at the top of the page.

2. Select Manage Numbers.

3. Select Ytel from the provider selection dropdown if your account has multiple providers enabled.
   

4. Click the ellipsis (...) at the top right of the page. (see image above).

5. Select Sync Numbers to import your active Ytel numbers into the FORTH CRM.

6. Locate your synced number in the numbers listing table and verify the new Provider column displays Ytel.

7. Click Edit next to a synced number to assign a friendly name or share the number across specific users, teams, and companies.

8. Enter a friendly name for the number and select the teams, individual users, or companies authorized to use it.

9. Click Save.

Step 3: Check Carrier Campaign Rates

1. Navigate to SMS > Manage Numbers.

2. Locate your Ytel phone number in the table.

3. Click the actions dropdown menu (i.e., three dots) next to the phone number and select View Rate Limits.
   

4. Review the carrier rate limits modal. The table displays delivery speed rules broken down by carrier name, including Max, TPH (Throughput Per Hour), and Brand.
   

5. Click Close to exit.

Step 4: Send Text Messages

You can send text messages from three areas within FORTH CRM:

Send SMS Messages from a Contact Record

1. Navigate to Contacts and open the desired contact record.
2. Locate the SMS nested tab on the contact dashboard.
3. Click the Select a Phone Number dropdown menu. The list of numbers should be organized by provider.
   
4. Select your assigned number under the Ytel provider group.
5. Enter your message text in the text area or select a pre-built SMS template.
6. Click Send Message. The sent text immediately logs to the contact dashboard message feed and contact history (see image below).

SMS Marketing Campaigns

You can connect SMS messages directly to your campaigns. 

1. Navigate to SMS > Campaigns, 
2. Ensure the My Campaigns view is displayed (see image below)
3. Users can edit an existing campaign by clicking the ellipsis next to particular campaign listed.
4. Users can create a new campaign by clicking Create New Campaign on the upper right side of the page (see image below).
   
5. Create or edit a campaign by following the steps in our Help Center article, Campaigns - SMS.

Automate SMS via Trigger

1. Navigate to Administration > Triggers. 

2. Configure an automated trigger rule with an SMS action. 

3. Save your settings.

4. The system routes the message through Ytel based on the company assignment of the contact when the trigger is fired.
   

Step 5: Receive Inbound SMS Replies and Manage Notifications

1. When a contact replies to an SMS, FORTH CRM links the message directly to the contact record and logs the inbound message.

2. The response appears immediately in the conversation thread on the contact dashboard and contact history.

3. The assigned user receives a real-time on-screen notification, as well as an alert badge on the Messages icon in the top navigation bar.

4. Review the top navigation bar to see unread incoming reply alerts in the Messages indicator.

5. Click the notification alert to open the contact record and continue the conversation.

Troubleshooting / FAQ

• Why do my Ytel numbers fail to appear in Manage Numbers? Verify that the integration status toggle is set to Active under Administration > Integrations > Ytel SMS. Then return to SMS > Manage Numbers, select Ytel, and click Sync Numbers.

• What does "Carrier rate configurations are not available for this number" mean? This notice indicates that Ytel has not returned specific carrier throughput limits for that number. Confirm your 10DLC brand and campaign registration status directly inside your Ytel administrative console.

• How do I pick between Twilio and Ytel when sending a message? When both integrations are active, the Select a Phone Number dropdown menu separates numbers into distinct provider groups. Select a number listed under the Ytel section header.

• Can I buy new phone numbers inside FORTH CRM? No. You must purchase, configure, and register phone numbers inside your Ytel account. FORTH CRM only syncs existing numbers from Ytel.

• Why did an assigned user not receive an inbound notification? Verify that the contact record is assigned to the user. Ensure the user account has browser and system notifications enabled in their profile settings.

• What happens if I delete a number from the Manage Numbers table? Deleting a number removes it from your active sender options in FORTH CRM. It does not delete the number from your Ytel account. You can re-import the number at any time by clicking Sync Numbers.

• Why are my Ytel numbers not appearing after I click Sync Numbers?
  Verify that your Ytel credentials in Integrations are active and correct. Confirm that your phone numbers are already active and configured within your Ytel account. The FORTH CRM synchronizes existing numbers; it does not purchase new numbers from Ytel.
• What does "Carrier rate configurations are not available for this number" mean?
  This notification displays when Ytel returns an empty rate configuration for that phone number. The number functions normally for sending and receiving messages, but carrier-specific speed and brand limits are unavailable.
• Can I run both Twilio and Ytel in the same account?
  Yes. The FORTH CRM supports both providers simultaneously. When drafting an SMS or syncing numbers, use the provider selector to choose between Twilio and Ytel. The contact dashboard automatically groups numbers by provider.
• Why did I not receive a pop-up alert for an incoming SMS message?
  Inbound SMS notifications route exclusively to the user assigned to the specific contact record. Confirm that the contact record has an assigned user and that your web browser allows notifications from the FORTH CRM.
• How do I delete or re-sync a Ytel phone number?
  Click Delete next to the number on the Manage Numbers page to remove it from your available list. If you need the number back, click Sync Numbers to re-import it from Ytel.

Assistance

For further assistance, reach out to support@setforth.com.

Article Revision History

[INSERT SCREENSHOT: Real-time pop-up inbound notification alert and Messages alert displaying an inbound SMS reply.]