Incoming SMS only shows up in Conversation / not forwarding to the forwarding number

Troubleshooting SMS Forwarding Issues in the platform

If you're experiencing issues where incoming SMS messages are only visible in the conversation tab and not being forwarded to your designated forwarding number, this article is here to help. We'll guide you through the common reasons behind this problem and provide step-by-step solutions to ensure your SMS forwarding functions correctly. By following the troubleshooting steps outlined, you can resolve the issue and ensure that all incoming messages are properly redirected to your forwarding number.

We will only receive the inbound messages in the Conversation tab using the software's mobile app and web app. Incoming SMS will not be forwarded to the forwarding number. You set up a Customer replied workflow trigger like this with the Custom Value {{message.body}}.

Step 1: Click on Automation > Workflows > Create workflow

Step 2: Choose Start from scratch

Click on Create new workflow.

Step 3: Click on Add New Workflow Trigger

Step 4: Click on Customer Replied

Step 5: Click on Add filters

Step 6: Select Reply channel

Step 7: In the reply channel dropdown, choose SMS

Step 8: Click on Save Trigger

Click on Add your first Action.

Step 9: Click on Send Internal Notification

Note: SMS notification will create charges for every SMS sent.

Step 10: Click on Custom Values > Message > Message Body

Step 11: Click on Contact > First Name

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