SMS conversations

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Use the SMS tab on a customer or lead to send text messages and review replies without leaving the record.

Before you start

  • The customer or lead needs at least one saved contact with a phone number.
  • SMS must be available for your organisation.
  • Add or update contacts from the record’s contacts panel when a recipient is missing.

Review an SMS conversation

  1. Open a customer or lead.
  2. Select the SMS tab.
  3. Review the latest messages at the top, then scroll down for older messages.

The conversation keeps messages for every contact on the record together. Each message identifies the contact who sent an incoming message or received an outgoing message. This preserves the full context when a customer or lead has several contacts.

Each message shows the matching contact or staff name in bold. Hover over any message to see its full date and time. Incoming message details include the contact name and phone number. Outgoing message details include the recipient name and phone number and the staff member who sent it.

Use the Sender filter when you only want to see messages associated with one sender. Clear the filter to return to the complete conversation.

Send an SMS

  1. Open the record’s SMS tab.
  2. Choose the contact who should receive the message. The primary contact is selected first when available.
  3. Optionally select Use template and choose one of your available SMS templates.
  4. Write or edit the message.
  5. Check the To and From details, then review the completed message under Preview.
  6. Select Send SMS.

The To and From details show:

  • the selected contact and phone number
  • the phone number sending the SMS

The preview shows:

  • the complete message, including staff attribution and opt-out wording

Neptune adds the required opt-out wording automatically. The complete preview may therefore be longer than the message you type. Shorten the message if Neptune reports that the completed SMS is too long.

Send an SMS from a job

Select SMS at the top of a job to open the same conversation and composer in a drawer. Choose any saved contact from the linked customer. Messages sent from the job are also available from the job’s SMS tab, its Timeline, and the linked customer’s communication history.

See Jobs for information about linking existing SMS messages to a job.

Troubleshooting

Why can’t I select a recipient?

Add a phone number to at least one saved contact on the customer or lead.

Why can’t I send the message?

Check whether SMS is available for your organisation. If Neptune reports that the completed message is too long, shorten the message and try again.

Why is the completed message longer than the text I entered?

Neptune adds staff attribution, organisation identification, and opt-out wording before sending. The Preview section shows the exact completed message.