---
title: "Agent Experience for Proactive SMS Campaigns"
slug: "agent-experience-for-proactive-sms-campaigns"
description: "See what happens when a Proactive SMS Campaign is sent to a Customer, and the Customer responds. Learn more in Gladly Help Docs."
updated: 2025-02-10T21:43:49Z
published: 2025-02-10T21:43:49Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent Experience for Proactive SMS Campaigns

If a Proactive SMS Campaign recipient responds to an SMS Campaign, their response is created as a new SMS message and routed to the Inbox linked to the phone number used for the Proactive SMS Campaign. The message is then routed to the next most available Agent in that Inbox.

## **Conversation Timeline updates for Proactive SMS Campaigns**

**![Julie receives a proactive SMS about a special sale event for Gold Members.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/agent-experience-sms-campaign-in-gladly-1024x634.png)**

- [**[A] – Proactive SMS Campaign message sent to the Customer.**](/product-docs/docs/agent-experience-for-proactive-sms-campaigns#a-–-proactive-sms-campaign-message-sent-to-the-customer)
- [**[B] – The Customer’s response to a Proactive SMS Campaign they received**](/product-docs/docs/agent-experience-for-proactive-sms-campaigns#b-–-the-customer’s-response-to-a-proactive-sms-campaign-they-received)
- [**[C] – Check the phone number used to send the SMS and the phone number the SMS is sent to**](/product-docs/docs/agent-experience-for-proactive-sms-campaigns#c-–-check-the-phone-number-used-to-send-the-sms-and-the-phone-number-the-sms-is-sent-to)

### **[A] –** Proactive SMS Campaign message sent to the Customer

Customers included in an outreach show the SMS Campaign message they received in their Conversation Timeline.

![SMS notification about a special sale event for Retale Gold Members in July.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/outbound-proative-sms-in-gladly-1024x267.png)

- The outbound Proactive SMS message is contained as a Messaging Answer.

### **[B] –** The Customer’s response to a Proactive SMS Campaign they received

![Text message from Julie saying, 'Great! Tell me more.' with her profile picture.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/proactive-sms-campaign-response-in-gladly.png)

When a Customer responds to a Proactive SMS Campaign, their response appears on the Conversation Timeline and shows *<Customer Name> responded to the SMS*.

Agents should reply to the SMS as normal.

### **[C] – Check the phone number used to send the SMS and the phone number the SMS is sent to**

Hover over the Conversation Timeline update to see the phone number that sent the Proactive Campaign SMS and the number that received it.

![Proactive email notification about a special sale event for Retale Gold Members.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/proactive-sms-timeline-stamp-in-gladly-1024x329.png)