How to Connect SMS Channel

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?

1. Two-Way Text Messaging - Send and receive SMS messages with customers directly from the Omni24 inbox, with other communication channels
2. Appointment Reminders - Send automated SMS notifications for scheduled appointments or important updates to reduce no-shows
3. Order Status Updates - Notify customers via text message about order confirmations, shipping updates and delivery information instantly
4. 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

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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