What is this feature and why you should use it.
Inbound SMS service will allow you to receive text messages from customers, clients, or prospects to generate new interactions. Once you have received a text message, your agents will be able to accept the interaction and and reply to the user.

Who can use this feature?

Table of Contents  

TABLE OF CONTENTS

• Prerequisite steps for SMS [4-6 weeks]
  • Step 1: Reach out to your Customer Success Manager or our Support Desk
  • Step 2: Complete the SMS form 
• Set up Inbound SMS [10 Minutes]
  • Step 1: Log into Talkative
  • Step 2: Access SMS settings
  • Step 3: Add Messaging Service

What will you learn from this article? 

1. Prerequisite steps

2. How to set up inbound SMS on Talkative

Prerequisite steps for SMS [4-6 weeks]

Before you can use inbound SMS, you will need to have a phone number set up. This process requires approval from Twilio (our SMS provider) which can take up to 6 weeks. 

Step 1: Reach out to your Customer Success Manager or our Support Desk

• If you're interested in using inbound SMS first reach out to your assigned Customer Success Manager or the Talkative support desk
• They will advise the best way to approach setup and will send over a form that must be filled in

Step 2: Complete the SMS form 

• Someone from the Talkative team will send over a SMS form depending on your region. Please fill this out as accurately as possible to avoid delays in the setup
  • You will be asked to provide information such as your contact details, phone number, location of your business entity, business type, business registration ID, operating regions, use cases and sample messages

Please only fill out the form if you have the authorisation to sign the Letter of Authorisation 

• Talkative will then submit the application and confirm once it has been approved.

Set up Inbound SMS [10 Minutes]

Once your phone number has been approved, follow the below steps to enable inbound SMS

Step 1: Log into Talkative

• Log into the Talkative platform using one of the following URL's:
  • EU Login
  • US Login
  • AU Login 

Step 2: Access SMS settings

• Click the 'Settings' tab on the left hand side
  
• Then select 'Messaging Service Queue Connections'
  

Step 3: Add Messaging Service

• At the top right, click the 'Add Messaging Service' button
  
• Select SMS 
• Using the 'Queue to send interactions to' dropdown, select which queue you want text messages to be directed to when submitted
• Using the 'External Reference' dropdown, select your phone number
• Click 'Create Queue Messaging Config'