Viewing and Sending SMS Messages

Sending SMS from SMS Inbox

To start a new message thread from the SMS Inbox, click the +, then choose Inbox, Number, and search for the Contact by name or student ID. The Student ID is based on the value selected in SMS General Settings.

To create threads and send SMS messages from the Communication Planner:

1. Navigate to Communication Planner and click the SMS icon [].
2. Click the + to create a new SMS.
3. Select the Inbox, Sender Phone Number, and search for the appropriate Contact.
   
   • The search will reference the Student ID defined in SMS General Settings.
   • Contacts must have a mobile number on file to appear in the Contact list.
4. Click Create to begin the message thread.
5. Enter your message in the message section.
   
   • Use the options below the message section to add emojis or merge fields (from the Contact) to your message. Merge fields will display the value for the selected Contact. Emojis become available for addition once you have inputted a character.
   • Including a URL in the message will cause the hyperlink to be incorporated into the message content.
   • Messages exceeding 160 characters will be split into multiple SMS messages, with a maximum of 320 characters per message.
6. Click Send when you have finished.

Note: the message will be delivered within one minute.

Sending SMS from the Contact record

Communication Planner users can view and send SMS messages from the Communication Planner or from a Contact record. 

From the Contact record, you can start or continue a conversation or navigate to the SMS Inbox. 

To start a new conversation with the Contact, select the Inbox and Sender Phone Number, and then type your message. Choose the ‘eye’ icon to launch the SMS Inbox in a new tab.

Notes: 

• Messages sent to a Contact via a Campaign or Quick Message appear in the Contact’s Inbox only if the Contact responded to the message.
• Message data is displayed from Twilio.
• If a Contact changes their phone number, the conversation will continue as long as the Record ID remains the same.
• Messages that could not be sent will display in red with an exclamation mark and the error message ‘Message failed to send.’ Hover over the message to view more information about the error.

Troubleshooting SMS Inbox and 1:1 Messaging Errors

• 1:1 messaging errors are displayed directly in the messaging UI.
• Overall, SMS Inbox connectivity is managed via the SMS Inbox object in the Sync Status and Sync Date/Time fields.
• Failure – external indicates an issue between the Inbox and Twilio; Failure – Salesforce indicates an issue between the Inbox and Salesforce/server.
• When failures occur, verify the Twilio configuration and logs (for non-TargetX-managed accounts) and confirm Salesforce/server connectivity.
• If problems persist, collect examples, screenshots, and error details, and open a Support Case.