Sending and Receiving SMS Messages from your SAS Flex Portal

With the Specialty Answering Service SMS component, you can send and receive text messages right from your SAS Flex portal. The SMS feature can be used to communicate with existing contacts in your call log.

In this tutorial we'll show you:

How it works

A text message can be sent to, and received from, any person who has called into your business. Just click the name of the caller from the call log and select SMS Message from the menu in the call details. If your account receives an SMS from a number that isn't associated with with a contact in your call log, SAS will ignore that text message until a contact is created.

The SMS message is sent from the SAS number you've attached to the script, and the message is sent to the Caller ID of the caller.

How you are alerted of a new SMS message

When a new SMS message comes in, you'll see a red notification on the alert bell in the upper right-hand corner of your portal. Clicking on the bell will open up the notification. 

To view the actual message, click View Message within the notification window. This will prompt a chat box to appear, where you are able to read the message and respond accordingly.

Responses from you or your team will come from the SAS Forwarding number that is attached to your script.

How to send a text message to your clients

In the call details page, to send an SMS message, click on the menu in the upper right. This will open up the SMS message object.

From there, simply type your message and hit [Enter] or click the Send icon. This will deliver your message to the customer.

The number that is texted to is the Caller ID of the contact. You can see this number listed at the top of the SMS message object as the word 'Text' followed by the number, eg Text +18885324794

Troubleshooting SMS issues

Below are some issues you may encounter while using the SMS channel:

  • You are not receiving an SMS message: This can happen if the party attempting to text your SAS number is not a contact on your account. Please make sure that anyone texting into your SAS number has a record in the call log. 
  • Your SMS message from the Flex portal isn't being received: This can happen if the Caller ID is a blocked number or an international number. If the Caller ID is showing up as blocked, the number can't be texted. This can also happen if you are trying to text a landline.
  • You are receiving your own text messages sent from the portal: This can happen if the Caller ID recorded is your own telephone number. If this is the case, please contact your phone provider to see if they can pass the callers Caller ID instead of your own phone number when calls are forwarded to SAS.
Our system will hold on to SMS data for 60 days before messages are no longer retrievable. 
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