TargetX Communications Planner SMS FAQ

Do I need to make any changes to my Twilio account?

If you want to use SMS Inbox instead of TX SMS, you’ll need to update your Twilio configuration so that replies are directed to SMS Inbox rather than TX SMS. For details, see Implementing Communication Planner. Otherwise, just confirm your Account SID, Authentication Token and Country Code in SMS Settings -> Twilio settings in the communication planner.

Can students text our SMS number if we haven’t texted them first?

Yes! Messages received from unknown phone numbers are displayed in the conversation history pane on the left. You can match the conversation to an existing contact or create a new contact record. For additional information, see Managing Messages from Unknown SMS Senders.

Do I need a new messaging service for the Communication Planner?

No, you can use your existing Twilio messaging service. If you want to use both SMS Inbox and TX SMS, you’ll need to set up separate messaging services in Twilio. Each service must be configured to receive replies in its respective system.

Does the communication planner support other SMS partners besides Twilio?

No. You can enroll in a managed Twilio service with TargetX or enroll in an independent Twilio service to get started with SMS in communication planner.

What kind of text messaging is supported in the Communication Planner?

We offer bulk communication through campaigns and quick messages, as well as 1:1 messaging through SMS Inbox. For more information, see SMS Inbox overview.

How do I handle responses to my bulk messaging?

Using SMS Inbox (if sending campaign SMS or quick message SMS from the communication planner)

OR

If TX SMS is configured with the same credentials (message service ID) in TargetX Home as in TargetX Communication Planner, responses will appear in TX SMS.

Note: SMS Inbox will not receive responses to bulk messages sent from TX SMS. 

Where can I see the recipient status of bulk SMS recipients in the new Communication Planner?

You can see ‘received’ data on the Contact record. Reviewing Student Email Activity and in the Activity Center.

Can I use TX SMS and the Communication Planner while additional communication tools are released?

Yes! You can now use bulk messaging in the new communication planner, and you can still use TX SMS until SMS Inbox is released to customers. 

Note: SMS Inbox will not receive responses to bulk messages sent from TX SMS.

When will I be able to message students 1:1 and respond to student messages in the Communication Planner?

This functionality was released in February '26.

Note: SMS Inbox will not receive responses to bulk messages sent from TX SMS.

Do Bulk Messages sent from Communication Planner display in TX SMS?

No, bulk messages sent from the Communication Planner will not appear in TX SMS. However, responses to bulk messages sent from Communication Planner can be seen in TX SMS if your twilio settings are set to receive responses to campaigns/quick messages sent from Communication Planner in TX SMS.

Note: SMS Inbox will not receive responses to bulk messages sent from TX SMS.