Setting up your SMS / Email


1. Log into your CRM.

2. Click Company, in the left navigation.

3. In this section, you will see SMS Communication Setup & Email Communication Setup.

4. Click Edit, in the SMS Communication Setup.

5. Select Area Code in the New SMS Number drop-down list.

6. In the Area Code, input the area code you wish to associate your SMS number.

7. Slect the A2P 10DLC option. As it is required to conform to new messaging guidelines.

What is A2P 10DLC?
"A2P 10DLC refers to a system in the United States that allows businesses to send Application-to-Person (A2P) type messaging via standard 10-digit long code (10DLC) phone numbers. Carriers in the US consider all Twilio traffic to be A2P. Carriers’ A2P 10DLC offerings provide better delivery quality and lower filtering risk than long code SMS of the past, using the same phone numbers."

8. Click Update, and you have successfully configured your SMS chanel. You will be given a phone number assossiated to your SMS.


1. Click Edit, in the Email Communication Setup.

2. Fill in the fields to setup your outgoing email address. This will be the default email address customers will be seeing.

3. Once saved, verify the email address you set it up with. You will see "Verified" in your email communication setup. 

Sending an SMS to a customer

1. In Caller Mode, a customer will provide their contact information. It is divide in three sections, Main phone, Secondary phone and Email. Phone type can be set to Phone or Mobile.

In order to send an SMS, ensure the main or secondary number is set it Mobile. Once set, an SMS icon will show.

2. Click the SMS icon. A window will pop up. Create your message and click Send.

A Checkmark icon will show beside the message if it was delivered successfully.

Sending an Email to a customer

1. Similar to SMS, make sure the customer has an email attached to their contact information. If not, add the email. 

2. Click on the Email icon and a window will pop up.

3. Write your email and click Send.

4. There are three statuses if an email has been successfully delivered.