SMS is a threaded messaging screen — one conversation per contact, newest at the bottom, older messages loaded as you scroll up.
Start a conversation
Use Search or start new chat to find a contact by name or number. Pick them and type in the message box.
Templates
Message Templates stores messages you send repeatedly. Insert one, edit it if you need to, and send. This is what stops six reps writing six different versions of the same follow-up.
Schedule a message
You can schedule a message for later. Two rules:
- Scheduling is only available for saved contacts. A raw number with no contact record cannot carry a scheduled message.
- The scheduled time must be in the future.
Call from the thread
Each conversation has a call action, so a text exchange that is going well can become a phone call without leaving the screen.
Inbound messages
Replies arrive in the same thread in real time. The screen is the whole inbox — there is no separate unread queue.
What you need before SMS works
- A phone number capable of messaging.
- Messaging compliance registration where it is required. In the US, application-to-person traffic on standard 10-digit numbers needs A2P 10DLC registration, which is listed in the compliance centre as coming soon — until it ships, check with your account contact about what your numbers are registered for. See Compliance centre.
Sending unregistered A2P traffic is the fastest way to get a number blocked by carriers, and the block usually arrives without warning.
Good practice
- Identify yourself in the first message. Name and company, every time.
- Honour opt-outs immediately — STOP, unsubscribe, "don't text me". Mark the contact Do Not Call; it adds them to your organisation's DNC.
- Do not text outside local business hours. The contact's timezone is on their record.