SMS Messages are sent through Twilio by default (our built in provider), or you can choose to buy a Flowroute account and send through your own account.
If you use the default setup, it "just works" - and we include some SMS credits for you to use every month.
Here is the included quantity with each plan - this is subject to change without notice based on pricing and availability!
- PSA Only: 200 per month
- Startup: 200 per month
- MSP: 200 per month
- Advanced: 200 per month
If you go over, or want to buy more credits, head to the addons page inside your account to buy more - we sell addon packages of 2500 credits for our cost. Head to Admin, "Buy Credits/Addons" to see details.
What Sends and When
If SMS is ENABLED for a customer, they will get these messages:
If SMS is enabled, the Initial Problem SMS will be sent upon ticket creation.
In addition, your customer will receive the custom SMS messages your write in the ticket update box:
SMS will not be enabled unless there is a phone number that is categorized as a "mobile" phone on the customer record.
Note that you do need to include the message in both the email and the SMS field for it to be sent in these cases.
If you'd like to customize the SMS messages sent with ticket update triggers, go to Admin > PDF/Email Templates > SMS Templates.
You can also customize SMS messages to only be sent out during business hours. You can set this up in your ticket settings by going to Admin > Tickets > Preferences. This is also explained here.