Storable CRM and Collections Knowledge Base
Release Notes
CRM Status
Contact Support
Storable

Getting Started: Opt-in and Activate Two-Way Texting

Prerequisites:

  • Two-way texting is available for accounts with Contact Contact. If you are not currently subscribed to Contact Connect, please contact our sales team.

Notes:

  • Only regular text with Short Message Service (SMS) messaging is supported; Multimedia Messaging Service (MMS) and images are not supported.

  • Toll-free numbers are not supported.

  • Currently, if a lead or customer has opted out of SMS, two-way texting is restricted. To opt in for text messaging, the lead or customer needs to text in START.

  • Two-way texting is accessible in the CRM web app. It is not accessible in the CRM desktop app.

Step 1 - Request to Opt in (Required)

If you are a current Contact Connect customer and want access to Two-way Texting, please contact CRM Support via chat or email to opt in. Opt-in requests are typically completed the same day, but can take up to 48 hours. Once opt-in is completed, the new Inbox section will show in the CRM web app and in System Configuration. Please note that the flow of two-way text messages will not start until the activation step (Step 3 below) is completed


Step 2 - Configure Team Members in the Queue (Optional)

By default, all Agents are automatically assigned to the Default Queue so that they can see and reply to conversations as they come in within the new Inbox section. If you would like to add or remove team members to the Default Queue, navigate to Inbox Settings > Queues. View the Two-Way Texting: Routes and Queues guide.


Step 3 - Activate Two-way Texting (Required)

When you are ready to activate two-way texting, you must assign your locations to the Default Route.

Navigate to Inbox Settings > Routes.

Option 1 - Activate All Locations

You can select all by clicking the checkbox in the header at the top left corner of the locations list.

Option 2 - Activate a subset of locations

You select a subset of locations using the checkboxes in the locations list.

Note: For more info about activating and configuring Inbox routes, including how to customize the auto-reply message content, view the Two-Way Texting: Routes and Queues guide.


Training Guides

For agents & any team member handling two-way texting:

For admins & managers:




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