Inbound SMS
Is there a plan for inbound SMS?
We use SMS for most of our customer ticket interactions. Customers find this less intrusive that a phone call and much quicker then email.
We send the customer Questions and updates to their ticket and they usually respond almost immediately. This allows us to solve the customers issue much quicker.
Log in to comment and vote
Comments11
David Dayson
Jul 3, 2024
Hi Vitalii,
Most WISPs use SMS notifications to inform customers about outages, and Splynx also uses SMS for billing reminders. Our previous CRM supported two-way communication via SMS, and it worked brilliantly.
I believe Splynx should reconsider implementing this feature.
Vitalii Basenko (Splynx PM)
Jul 3, 2024
Hello @David Dayson.
In Splynx you can use one-way EMAIL/SMS reminders for billing (link below). In 5.0 we plan to add Network sites, so you will be able to inform clients about outages or maintenance for direct devices via SMS or Email.
https://wiki.splynx.com/en/configuration/finance/notifications
Best regards,
@Vitalii Basenko (Splynx)
David Dayson
Jul 3, 2024
Hi Vitalii,
The issue arises when clients reply to the billing or outage SMS notifications.
Currently, with Splynx, if a client replies to an SMS (in my case, via smsportal.com), the response is sent as an email. We then need to search for the client on Splynx and respond either by email or SMS.
In my previous CRM, replies from smsportal.com would create a hidden admin ticket with the response. This allowed us to decide whether we needed to respond to the client directly.
I believe implementing a similar feature in Splynx would greatly enhance our efficiency.
Jesse Archer
Aug 28, 2024
@Vitalii Basenko (Splynx PM) could you please reconsider?
SMS is ubiquitous, and a smaller percentage of our customers use WhatsApp. Many prefer platforms like Facebook Messenger or Telegram, but all have mobile numbers for SMS.
Our SMS gateway can easily forward replies back into Splynx. We just need a mechanism to automatically link those replies to the relevant ticket, similar to how email replies work.
James Johnson
Sep 3, 2024
I agree with the group.. having outbound messages go to a client by SMS and then the client not being able to reply will cause frustration for all parties involved… this is one of the reasons we have not implemented SMS from Splynx…we use a 3rd party app… it is an important feature… and something that needs to be discussed before the road map is firmed up… why waste time developing a feature when customers are saying it’s not really what we want…
Jesse Archer
Sep 19, 2024
Just some further feedback on this - I know your WhatsApp integration has been done using Twilio, but it’s important for us that an SMS integration supports API / webhook to which our SMS gateway can forward incoming messages. Twilio doesn’t support NZ properly with the shortcodes that the mobile network operators require for two way SMS.
bwm-dc
Apr 29, 2025
Ironically, even if their WhatsApp integration is using Twilio, SMS via Twilio is still “one-way”. We sent out our first SMS from Splynx, an invoice notification to roughly 3000 customers; we received something like 50 “replies” to that SMS, plus ~450 errors due to the phone number not being a mobile line and thus not able to receive an SMS.
We need the ability to mark a number as “not-mobile” / “no-SMS,” and some way to at least receive any customer SMS replies would be welcome (currently I have to manually login to Twilio and sift through the logs just to find them).
Vitalii Basenko (Splynx PM)
Jul 3, 2024
Hi @Eddy W,
Thank you for your feedback. Currently, we do not plan to develop and implement inbound SMS functionality. Instead, we will be introducing an integration with WhatsApp, which we believe will offer more versatile communication options.
We appreciate your understanding and are confident this new integration will enhance your customer interactions.
Best regards,
@Vitalii Basenko (Splynx)