When Customers SMS in for the first time, the Customer is authorizing communications through SMS. Their phone number is also automatically changed to Mobile type and SMS tag.
If a Customer opts-out of receiving SMSes, the SMS tag is removed and you will not be able to send an SMS to the Customer. The SMS option also becomes unavailable in the Plus Menu menu.
- If the Customer unsubscribed – Look out for opt-out words in their Conversation Timeline. Even if you manually add the SMS tag, you won’t be able to SMS the Customer. The Customer must resubscribe to the same SMS thread/number, automatically selecting the SMS tag allowing SMS communications.
- SMS tag is not checked – If the Customer did not unsubscribe from receiving SMS communications and they have a mobile number, to send an SMS to a Customer, you must have the phone number in their Profile tagged as Mobile (type) and SMS (tag). Only then will you see the SMS option in the Customer’s Profile.
Tag phone number as SMS #
A Customer who has opted-out of SMS communications cannot receive SMSes from Gladly, even if the SMS tag is added. They must first resubscribe by opting-in again to the same SMS thread/number.
- In the Customer Profile, look for the Contact Card on the left side of the screen.
- Below the phone number field, click Mobile as the phone number type.
- To the right of the phone number, click SMS until it’s highlighted. You can also click Main if it’s the main phone number used by the Customer.