Two-way messaging and incoming replies
If customers need to reply, plan outbound messages, incoming reception and responsibility for handling replies separately.
Discuss the actual task
Check number allocation, reply routing, access permissions and how replies are associated with the original task. Outbound support alone does not establish inbound capability.
What to prepare
Describe the expected reply and who will act on it. Number capabilities, access conditions and handling arrangements should be confirmed before use.
Learn more
SMS Pavilion also publishes guidance about messages and number use, distinguishing general knowledge from a capability that needs confirmation for a particular service.
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