If your SMS forwarding isn't working as expected—where messages only appear in conversations but don’t get forwarded to the assigned number—this workaround provides a reliable solution. Instead of relying on direct forwarding, you can set up workflow automation to send an internal notification containing a message preview.
This method ensures that assigned users still receive alerts about incoming SMS messages, even if traditional forwarding fails.
By configuring a workflow with an internal notification that includes a message body custom value, you can ensure that the assigned user gets a snapshot of the client’s message. This approach helps maintain visibility and responsiveness, preventing missed communications. Follow the steps below to set up this workaround effectively.
How to Set Up an Internal Notification for SMS Forwarding Issues
Step 1: Access Automation Settings To begin, navigate to the Automation tab. From here, click on Workflows, then choose Create workflow to set up a new workflow.
Step 2: Start from Scratch When prompted, select Start from scratch to create a new workflow with no predefined settings.
Step 3: Add a New Workflow Trigger Click on Add New Workflow Trigger to begin configuring how the system will handle incoming SMS messages.
Step 4: Select 'Customer Replied' Trigger In the list of available triggers, click on Customer Replied to set up the workflow for when a customer replies.
Step 5: Select SMS as the Reply Channel In the dropdown menu, choose SMS to ensure the system recognizes text messages as the trigger for forwarding.
Note: Click on Add filters to define additional conditions for the trigger. This ensures that the system can accurately handle incoming messages based on the criteria you set.
Step 6: Save the Trigger Once the trigger settings are configured, click on Save Trigger to confirm your changes and move to the next step.
Step 9: Add Internal Notification Action Next, click on Add your first Action to specify what the workflow should do when a customer replies. Select Send Internal Notification to set up an SMS notification.
Step 10: Customize the Notification In the notification settings, click on Custom Values, then choose Message and Message Body. This will give a preview of the message the lead sent.
Step 11: Personalize the Contact Information To personalize the message, click on Contact, then select First Name to include the customer's name in the forwarded SMS notification.
Step 12: Publish and Save the Workflow.
Frequently Asked Questions:
1. Will SMS forwarding incur additional charges? Yes, SMS forwarding notifications can create charges for each message sent. Be mindful of the frequency of notifications to manage costs.
2. How do I configure the SMS forwarding trigger? You need to create a new workflow, select the "Customer Replied" trigger, and configure it with the appropriate filters and actions to forward SMS messages.
3. What happens if I don’t configure the "Reply channel" filter? If the "Reply channel" filter isn’t set to SMS, the system may not recognize SMS replies as valid triggers, resulting in failed forwarding.
4. Can I add other custom values to the SMS notification? Yes, you can customize the SMS notification further by adding additional custom values such as the customer’s phone number or other relevant information.