SMS & Text Conversations
Texting on the numbers you already call from. A conversation is keyed to the pair of numbers rather than to an inbox, so the thread sits beside the calls to that contact instead of in a second app nobody opens.
Conversation
one thread per pair- phone+1 (212) 555-0170
- mobilePhone+1 (628) 555-0119
- homePhonenot set
- otherPhonenot set
Product figures from the platform’s own defaults - not customer averages
How it works.
One thread per pair of numbers
A conversation is your number and theirs, held unique, so there is one thread rather than a new one per rep. It joins a lead by matching any of the four phone fields on the record, mobile and direct line alike.
It sits with the calls
The record's touchpoint feed merges texts with calls, voicemails and email into one list that filters down to texts alone, so a rep reads the message in the order it happened rather than in a separate inbox.
A missed call can text back on its own
SMS is a node in the call flow builder, addressed to the caller who just rang unless you change it, and a step in the sequence builder. Both take a body with variables in it, so a missed-call text is a branch.
A thread outlives the match
A conversation exists from the first message whether or not that number is on a record yet. The join is made when the record is read, so adding the number to a lead later brings the whole thread with it.
Two moments in every call.
Every call passes through the same seven. SMS & Text Conversations is the lit ones, and everything either side of it is a different page in this category.
- 01Number
the line it arrives on or leaves from
- 02Route
where the call is sent and to whom
- 03Dial
placing it, and how many at once
- 04Connect
the moment a person picks up
- 05Talk
while the conversation is happening
- 06Wrap
the code, the notes, the next step
- 07Record
what is kept, and where it is kept
The specifics.
8 facts- Threading
- One conversation per pair of numbers, yours and theirs, held unique
- Matching
- A thread meets a lead on any of its four phone fields, mobile included
- States
- Queued, sent, delivered, failed and received, with the error kept on the message
- Sent from
- A node in a call flow, a step in a sequence, or the conversation endpoint
- Attachments
- Text only. MMS is off on numbers as issued, so a message carries no image
- Registration
- The 10DLC brand and campaign sit with Adoptiv; you do not file with the registry
- Prohibited uses
- Third-party collections, debt relief and credit repair. Consent does not lift it
- Opt-out
- Do-not-text is a field on the contact. Keyword replies are not actioned for you
Where the call goes next.
A call is a chain of decisions, and this is one link in it. These are the ones either side.
More in Contact Center
21 capabilitiesFlows, queues, oversight and compliance screening on lines we run ourselves.
Coach a rep mid-call without the customer hearing it, then join outright if it turns. Moving between the three never drops the call or rings anyone again.
Reps stop sitting through ring-outs. More lines open than you have people, paced off your live answer rate, and the abandonment cap you set is a ceiling.
Hand the tempo to the rep on one campaign and take it back on the next. Preview waits for them to read the record; power opens lines the moment they are free.
Reps stop greeting voicemail. The line is judged person or machine before a headset is involved, so what lands in one is somebody who said hello.
Decide what callers hear in the first ten seconds, and where the ones who press nothing end up. Fifteen starting templates, built as a step in the flow.
A caller who waits past the limit does not fall off the end. Four separate exits are picked in advance, behind the welcome, hold music and announcements.
Stop the same two people carrying the floor. Six answers to who gets asked first, changed on the queue you already have rather than built again from scratch.
A caller reaches somebody who can actually help. Agents short of the skill a queue asks for never see the call, and a failover catches what nobody can take.
A caller presses a digit, hangs up and keeps their place in line. Repeat requests merge, so nobody rings the same person twice about one problem.
Your best account stops waiting behind everybody else. Flag the lead and they skip the welcome and the cap, while aging keeps ordinary callers from starving.
Nobody re-explains themselves to the next person. Send the call straight on, or speak privately first, or merge to three and walk out without ending it.
When a call is disputed, who said the line is read off its own channel rather than argued out of the wording. Both sides captured, merged into one file.
One code is the whole of a rep's paperwork. Twenty-six behaviors hang off it, so the task, the callback and the do-not-call mark happen on their own.
A rep never has to choose which of your numbers to call from. Every one they may use is scored against the person being dialed, and they can still override.
The check runs before the number is dialed, not as a report on Monday. Federal DNC, known TCPA litigators and your own list, each block written down.
Selling into a country you have no office in still means a number that looks local. Four carrier providers, so a new market is a purchase, not a project.
The extension is the person, not the device. One number reaches your rep, and a live call walks from browser tab to desk phone without either side noticing.
A call nobody was going to answer still lands somewhere. Organization, team and personal boxes each decide who may listen, and every message is transcribed.
Closed is a fact about the clock, not something each flow decides alone. Write the week and the holidays once and every queue and campaign shuts with you.
Where a supervisor picks which call to join. Every conversation currently up, who is on it, the queue it came through and how long it has run, changing live.
Everything a caller hears that is not a person. Before you replace a prompt, the page names the menus, queues and mailboxes still playing the one you have.
The rest of the platform.
Five more categories, all on the same record and the same bill. Each card names three of its capabilities, so you can tell from here whether it is worth opening.
Contact Center
See sms & text conversations on your own floor.
Thirty minutes, your numbers and your data. We will set sms & text conversations up live and you can decide from the thing itself rather than from this page.
14-day trial · no card · migration included