What you need to know
If you have not already done so, contact [email protected] to activate SMS two-way messaging.
We issue a local mobile number and activate it in your account.
Messages sent to this number are routed to your account, a specific customer if they exist, and to a particular document or message thread.
We can forward voice calls to your mobile SMS to any permanent third-party number.
How do we route new numbers sent to your SMS number
For incoming messages that are from unknown mobile numbers:
We create a new contact (lead) in the CRM using the long mobile ID and a fantasy name that we generate.
We create a new ticket on the specified board, usually the lead/requests board.
Any automated autoresponder triggers the same way as when a form submission is received. That auto-responder can include an automated response SMS.
How route new messages from known numbers
When we receive a message from a known number, we will check for an existing thread. A thread must contain at least one reply or message from you, either manual or automated. If we do not find a thread, we create a new ticket in the same manner as above.
How do we route replies to manual or automated messages from Tudodesk?
If we find an existing thread, we route the SMS reply. This creates a deep routed message system that links right back to documents that trigger the messages, such as an Invoice or Work Order.