Keep support agents' SMS replies threaded in inbox

Support agents miss inbound SMS replies that land outside the messaging inbox, creating orphaned conversations and SLA risk. Route every SMS into the customer's conversation so agents respond faster.

Overview

Missed inbound SMS replies lead to orphaned conversations, SLA exposure, and frustrated customers for support agents. This workflow brings every SMS into the customer's existing thread and notifies the assigned agent, eliminating missed replies so teams report faster response times and zero missed follow-ups.

Notable Features

Route inbound SMS into threads
Notify assigned agent on receipt
Match SMS to customer records