How do I add a Message Route for receiving SMS?

Message Routes are used to direct and manage incoming SMS text messages based on predetermined rules.  Effective Message Routing helps manage the flow of messages to your staff, improving customer service and speeding up resolution.

To create your first Message Route, follow these steps:

1. Navigate to the Voice Tab on the left

2. Select Inbound Settings from the menu and then click on Routing

3. Click on the Add Message Route button

4. Start by giving your route a Name

5. Select the Phone Book the app uses to match contact names to inbound SMS messages

6. Choose the Telephone Number(s) you would like to assign this Message Route to

7. You then have 4 options on where to direct the SMS messages you receive. They appear as Routing Modules on the left and you can drag and drop the module you would like to use into the Message Route on the right, based on the destination you would like the SMS to go to.

(A) Send Message to Chat

You can send all inbound SMS messages to the chat tab of specific user apps, this will allow them to reply directly to the message by replying in the chat tab on the mobile or desktop app in the same way they would respond to an internal chat.

(B) Forward to Email Address

You can forward the inbound SMS messages to email addresses, this will just send the content of the message through to those email addresses along with the phone number that the message came from.

(C) Forward to URL

You can forward SMS to a web address. This is useful if you are integrating the SMS service with other third party or custom software.

(D) Send as Text to Speech Call

You can send a Text to Speech message as a call to any phone number(s) on the account, you will receive an automated call whenever you receive an SMS message that will play the content of the message and give you the option to replay the content if for whatever reason you miss the call you can listen to the content of the message in the call recording/voicemail of the call.

You can use multiple Message Routing options in the same Message Rout if you wish. This means that you can potentially route an SMS to a User’s Chat, send them an email and have someone receive a call and have the SMS read out to them sequentially by adding more steps to your message route.