Integrate your SMS channel with Omni24 to centralize text message conversations alongside emails and chats, to ensure seamless mobile customer communication from one unified inbox.
Prerequisites for Connection:
- SMS Service Provider - You must have an active account with a supported SMS provider like Twilio with API credentials
- Dedicated Phone Number - You need a dedicated SMS-enabled phone number for you to send and receive customer messages
- API Access Credentials - Obtain your SMS provider authentication token and account SID for integration setup
How Does SMS Channel Connection Help?
- Two-Way Text Messaging - Send and receive SMS messages with customers directly from the Omni24 inbox, with other communication channels
- Appointment Reminders - Send automated SMS notifications for scheduled appointments or important updates to reduce no-shows
- Order Status Updates - Notify customers via text message about order confirmations, shipping updates and delivery information instantly
- Quick Customer Support - Handle urgent customer inquiries through SMS for sensitive issues needing immediate attention and fast responses
Steps to Connect SMS Channel
Step 1: Navigate to Settings > Channels > SMS in your Omni24 dashboard
Step 2: Click "Create SMS" to begin the integration setup process
Here are the fields for SMS channel connection:
- Inbox Name - Enter a unique name for your SMS inbox for easy identification
- Users - Select which team members will have access to manage SMS
- SMS Provider - Choose your SMS service provider from the dropdown menu
- Authentication Token - Specify the API authentication token given by the SMS service provider for a secure connection
- Phone Number - Enter the dedicated phone number that will be used for easy communication