| REQUIRED USER ROLE Administrator | PERMISSION OVERVIEW View permissions by role |
By default, incoming SMSes from SMS-able phone numbers configured in Gladly are routed to the default Inbox configured in the SMS Entry Points page unless exceptions are configured to route inbound SMSes from a particular Entry Point (e.g., phone number) to a different Inbox.
Add new SMS phone numbers to Gladly
You can purchase and configure SMS-capable phone numbers directly in Gladly.
We recommend not adding an Entry Point(s) until you're ready to receive incoming requests
Upon adding a new Entry Point, incoming requests from that Entry Point automatically route to the corresponding Channel's primary Inbox. For example, upon adding Instagram Messaging as an Entry Point, direct messages from your Instagram account will automatically create a Conversation in Instagram Channel's default inbox.
Voice/SMS – Phone numbers can be purchased and held onto until you're ready to complete the setup by connecting them as Entry Points.
Chat (Glad App) – Upon configuring Glad App, it's available to receive incoming chat requests as soon as it's embedded on your website. Chats are routed to the Chat Channel's default Inbox.
Social Channels – Upon adding a social Channel Entry Point (e.g., , Instagram, or WhatsApp), messages automatically route to the social Channel's default Inbox.
Email – Once an email address is added, it's ready to receive inbound emails in the email Channels' default Inbox as long as email forwarding is activated.
Use Exceptions to link an Entry Point to a different Inbox if you don't want to use the Channel's default Inbox.
Configure and edit SMS Entry Points
Click
.svg)
on the top left corner of the screen.Click Settings.
Under the Orchestration category, click Entry Points. This page contains Entry Points for all Channels available in Gladly.
Hover over SMS and click
to open the SMS Channel's Entry Point settings. Note – Newly added SMS phone numbers automatically use the SMS Channel's default Inbox unless exceptions are added.
Confirm if you want the Entry Point to use the SMS Channel's default Inbox and SLA. If so, you can stop here. If not, you'll need to add an exception.
Click + Add exception if the SMS Entry Point won't use the SMS Channel's default Inbox or Entry Point SLA.
Tip – Exceptions allow you to specify which Inbox incoming SMSes are from a particular SMS Entry Point route. For example, suppose you have a phone number reserved for Platinum Members. Use exceptions to configure SMSes from the Platinum Members' phone number to route to the VIP Inbox instead of going to the SMS Channel's default Inbox.
Select the following details:
Entry Point – Select the Entry Point you want to exclude from using the SMS Channel's default Inbox.
Inbox – Select the Inbox you want incoming SMS requests from the Entry Point to queue in instead of using the SMS Channel's default Inbox.
Entry Point SLA (minutes) – Leave this field blank if you want to use the selected Inbox's SLA. Otherwise, entering an SLA here trumps the Inbox SLA.
You can use fractional minutes. For example, 0.66 is 40 seconds.
You can't enter "0" or use the "-" (minus) symbol.
Click Save.