Send and Receive SMS Messages
  • 17 Aug 2022
  • 1 Minute To Read
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Send and Receive SMS Messages

  • PDF

Send and receive SMS (aka text) in Gladly to communicate with Customers. If a Customer sends an SMS to your company and the incoming SMS is routed to you, click Accept so you're taken straight to their Customer Profile where you’ll find their current SMS, along with any previous interactions they had with your company.

Tip - Click 'Next' to receive more messaging Customers
The number of messaging Customers (e.g., SMS, chat, Instagram Messaging, etc.) you're automatically routed depends on the standard messaging capacity your Administrator has set. You must then click Next to receive more messaging Customers beyond the standard capacity until the maximum number of messaging Customers is met.

Start a new SMS

You can start a new SMS with a Customer even if they don't reach out to you first. Sometimes, you may even need to send an SMS to a Customer, even when they reached out to you on some other Channel. For example, a Customer on the phone with you might ask that you send their delivery tracking number to them via SMS.

To send an SMS, the Customer must have a phone number showing Mobile (type) with an SMS (tag) in their Customer Details.

  1. From the Customer’s Profile, click the Gladly + icon on the left side of the reply bar. A list will appear.
  2. From the list, select SMS. You’ll see the SMS Composer pop up, ready for you to start writing your response.
  3. Once you’ve completed your message, click Send SMS to send your message.

Reply to an SMS

Gladly automatically defaults to the last Channel a Customer reached out to you on. In this case, since they last reached out by SMS, you’ll notice the reply bar default to Reply with an SMS.

  1. Click anywhere along the reply bar. You’ll see the SMS Composition pop up, ready for you to start writing your response.
  2. Once you’ve completed your message, click Send SMS.

End SMS session

An SMS session ends if:

Opt-out of SMS communications

You won't be able to send SMS to Customers who have opted-out of receiving SMS communications. See SMS Opt-Out Keyword and learn how this works in Gladly.


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