Integration · Customers, sales and access
SMS — a channel in customer service, not a system of its own
SMS is sent from the case in customer service, and the replies come back in the same thread as email and chat.
- Direction
- Two-way channel
- Connection
- Paste the key
- Note
- Connected with the SMS provider's API key.
Into Workspace
What the connection does
Out from the case
The message is sent from the case, and stays in its history.
Replies in the same thread
The customer's reply lands on the same case.
How SMS is connected
Pick the system
Under Integrations in Workspace, with the fields SMS needs.
Paste the key
Create an API key in SMS and paste it in. It is kept in a vault, never in the database, and is never shown again.
In use where the work is done
The connection is used on the order, on the case or in the packing flow — where the answer is needed, not as a sync of its own.
Customers, sales and access
More in the same category
Do you use SMS?
We show what SMS looks like in Workspace, in a demo with your own setup.