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The SMS Works with Email2SMS

The SMS Works with Email2SMS

The SMS Works with Email2SMS

The SMS Works now supports a full SMS to Email lifecycle, enabling you to maintain a conversation with your customers that’s conducted between your email client and their SMS app.

Screenshot 2019-05-27 at 17.29.05

The SMS Works now supports a full SMS to Email lifecycle, enabling you to maintain a conversation with your customers that’s conducted between your email client and their SMS app.

You must have a Reply Number associated with your SMS Works account. These are available for free, and can be requested from your account page: https://thesmsworks.co.uk/user/login

You can view a flow diagram for a summary of our Email to SMS functionality, or read on for full details

How SMS to Email and Email to SMS works

Outbound SMS to your customer

Using one of the Reply Numbers from your account as the Sender ID on your SMS, you give the customer a dedicated number to reply to, setting up the conversation.

Specifying an array of email addresses as the value for the 'responseemail' parameter on your outbound SMS message will trigger any reply to that SMS to be forwarded to those email addresses. If no 'responseemail' value is included, the SMS Works will forward the reply to the ‘Response Email’ address configured for that Reply Number on your account page. This gives you granular control for particular conversations, as well as a catch-all address for any other inbound message to that Reply Number.

You can annotate the original SMS with a 'tag' parameter, to use as an identifier. This might be the customer's company or name, or other value that will allow you to identify them. If we receive a reply to your SMS, this tag will be included in the email that we forward to you with that SMS reply. Tags can be up to 50 characters in length.

Tags can also be added to the Reply Number configuration on your account page. Multiple tags can be added here, which we will also append to forwarded SMS replies sent to that number. This allows you to have a 'hierarchy' of tags, which can help to classify the Reply Number (perhaps for a particular campaign) as well as individual recipients.

The combination of these tags will hopefully provide sufficient context on the email we forward to you with a customer's reply for your team to take action without having to refer to other systems of record.

SMSBodyExample

Forwarding inbound SMS Messages to Email

As described above, we will forward incoming SMS messages to your Reply Numbers to either (a) the email addresses specified in the 'responseemail' parameter on the last outgoing SMS message sent to that handset or (b) the default email response address configured for that reply number. We will compose and send emails as soon as we receive any matching SMS messages, but there may be a slight delay before email traffic is delivered to your client, depending on the configuration of email servers and clients.

Emails will come from @thesmsworks.net

thesmsworks.net should be whitelisted on your email and spam configuration, to reduce the chance that messages will be rejected or directed to junk mail folders.

Replying to forwarded emails - Email to SMS

You can reply directly to the email message from @thesmsworks.net, and we will forward your reply as an SMS to the originating customer number.

The body of your email will be forwarded to the originating customer number as a new outgoing SMS message. To prevent us including extraneous content like email signatures and legal disclaimers, please use the control characters '##' at the the end of the content you would like to go out in the SMS (e.g. "This is the reply to the email going out as an SMS##" - quotes are not necessary).

When we receive an email from you, we'll look up the most recent inbound message from the originating customer number, and re-assign the tag that was annotated on the previous outbound message, along with the email addresses used for the reply, as the 'responseemail' parameter of the new outbound SMS. These values will be used to route and annotate any further replies from your customer, ensuring that they are forwarded correctly with supporting identifiers, and allowing you to maintain a continuing conversation without having to repeatedly configure parameters for further outbound SMS.

Outbound SMS will be charged to your account at the standard rate, depending on their length and the country of destination, if your account is configured to send international SMS messages. No charges are made for receiving inbound SMS, or for email forwarding.

You must have a Reply Number associated with your SMS Works account. These are available for free, and can be requested from your account page: https://thesmsworks.co.uk/user/login

You can view a flow diagram for a summary of our Email to SMS functionality, or read on for full details

How SMS to Email and Email to SMS works

Outbound SMS to your customer

Using one of the Reply Numbers from your account as the Sender ID on your SMS, you give the customer a dedicated number to reply to, setting up the conversation.

Specifying an array of email addresses as the value for the 'responseemail' parameter on your outbound SMS message will trigger any reply to that SMS to be forwarded to those email addresses. If no 'responseemail' value is included, the SMS Works will forward the reply to the ‘Response Email’ address configured for that Reply Number on your account page. This gives you granular control for particular conversations, as well as a catch-all address for any other inbound message to that Reply Number.

You can annotate the original SMS with a 'tag' parameter, to use as an identifier. This might be the customer's company or name, or other value that will allow you to identify them. If we receive a reply to your SMS, this tag will be included in the email that we forward to you with that SMS reply. Tags can be up to 50 characters in length.

Tags can also be added to the Reply Number configuration on your account page. Multiple tags can be added here, which we will also append to forwarded SMS replies sent to that number. This allows you to have a 'hierarchy' of tags, which can help to classify the Reply Number (perhaps for a particular campaign) as well as individual recipients.

The combination of these tags will hopefully provide sufficient context on the email we forward to you with a customer's reply for your team to take action without having to refer to other systems of record.

Forwarding inbound SMS Messages to Email

As described above, we will forward incoming SMS messages to your Reply Numbers to either (a) the email addresses specified in the 'responseemail' parameter on the last outgoing SMS message sent to that handset or (b) the default email response address configured for that reply number. We will compose and send emails as soon as we receive any matching SMS messages, but there may be a slight delay before email traffic is delivered to your client, depending on the configuration of email servers and clients.

Emails will come from @thesmsworks.net

thesmsworks.net should be whitelisted on your email and spam configuration, to reduce the chance that messages will be rejected or directed to junk mail folders.

Replying to forwarded emails - Email to SMS

You can reply directly to the email message from @thesmsworks.net, and we will forward your reply as an SMS to the originating customer number.

The body of your email will be forwarded to the originating customer number as a new outgoing SMS message. To prevent us including extraneous content like email signatures and legal disclaimers, please use the control characters '##' at the the end of the content you would like to go out in the SMS (e.g. "This is the reply to the email going out as an SMS##" - quotes are not necessary).

When we receive an email from you, we'll look up the most recent inbound message from the originating customer number, and re-assign the tag that was annotated on the previous outbound message, along with the email addresses used for the reply, as the 'responseemail' parameter of the new outbound SMS. These values will be used to route and annotate any further replies from your customer, ensuring that they are forwarded correctly with supporting identifiers, and allowing you to maintain a continuing conversation without having to repeatedly configure parameters for further outbound SMS.

Outbound SMS will be charged to your account at the standard rate, depending on their length and the country of destination, if your account is configured to send international SMS messages. No charges are made for receiving inbound SMS, or for email forwarding.

 

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