Send SMS and WhatsApp Messages

When you send out a text message (SMS) or WhatsApp message, the address that is displayed for the recipient is a queue address, not your personal chat address or phone number.

You need serve rights to the queue that is used as a sender address.

To send a new message:

  1. Do one of the following:

    • Using the + (Create New) button:

      Click the button and choose Create SMS or Create WhatsApp Message:

    • In the Directory:

      1. Find the person you want to send the message to.

      2. Click on their phone number.

      3. Choose Send Message or Send WhatsApp Message.

    • In the History view:

      1. Find the conversation with the customer you want to send the message to. You can view the list of all conversations or the detailed view.

      2. Click on the phone number.

      3. Choose Send Message or Send WhatsApp Message.

    A popup window appears:

  2. Choose the address you want to use as a sender. By default the system selects the last option used in the From field. The Create New button shows only queues that are of type @sinchsms.com , @sms.sinchconversation.com or @whatsapp.sinchconversation.com.

    If administrators have defined templates for the queue, they are available in the Reply Template list. If the queue has a specific reply template defined, it's automatically selected for the Reply Template field. If you don't want to use a template, choose (None).

  3. Enter the recipient's phone number in the To fields in one of the following ways:
    • Copy-paste the full phone number, including the country code, into the second To field. The system identifies the country code automatically and splits the phone number into the two fields.
    • Add the country code and remaining phone number separately:
      1. If a country code prefix is not provided by default, select it from the list by typing in + and the number, or search by the country name or two-letter country code.
      2. Enter or paste the remaining phone number into the second To field.
  4. Click OK.
  5. Enter the text, or if administrators have defined a reply template for the queue, check the text and edit it if necessary.
  6. Click the Send button.