How to Use 2-Way SMS

Path: Conversations / 2-Way SMS

What is 2-Way SMS?

2-Way SMS is a powerful communication feature that allows businesses to engage in real-time conversations with their customers through text messaging. Unlike one-way SMS, which only sends messages from the business to the customer, 2-Way SMS enables both parties to send and receive messages. This functionality enhances customer interaction, allowing for personalized communication, immediate responses, and improved customer satisfaction.

How to Navigate to 2-Way SMS in Voizee

To access the 2-Way SMS feature in Voizee, follow these simple steps:

1. Log in to your Voizee account.
2. From the left menu, navigate to Conversations.
3. Click on 2-Way SMS.

This will take you to the 2-Way SMS interface where you can manage your text message conversations.

How to Start a 2-Way SMS Conversation

To initiate a 2-Way SMS conversation in Voizee:

1. In the 2-Way SMS section, you can either select an existing contact or add a new lead by clicking on the Add Lead button.
2. Once you have selected a contact, compose your message in the text field provided.
3. Click the Send button to deliver your message.

Your recipient will receive your SMS, and they can reply directly, allowing for an ongoing conversation.

How to Switch Between SMS and MMS

Voizee also supports Multimedia Messaging Service (MMS), which allows you to send not only text messages but also images, audio, and video files. This can enhance your communication by making it more engaging and informative.

In the 2-Way SMS conversation window, you will find a toggle switch that allows you to switch between SMS and MMS:

1. If you want to send a standard text message, ensure the toggle is set to SMS.
2. To send a multimedia message, toggle to MMS. You will then see a drop-zone field saying ‘Drop Files Here to Upload’.
3. Click on this area to upload images, videos, or audio files as needed.

Remember, while SMS is great for text-based communication, MMS is beneficial when you want to convey more information visually or audibly, providing a richer experience for your customers.

Conversation Statuses

• Unreplied – The customer (lead) has sent a message, but your team has not yet responded.

• Replied – The most recent message in the conversation was sent by a team member.

• Open – An active, ongoing conversation.

• Inbound – A new message was received from someone who manually texted your number (not via a campaign or widget).

• Closed – The conversation has been marked as complete, typically because the interaction is finished, the deal is done, or the lead is no longer relevant.

• Failed – The message was not delivered successfully.

Filtering 2-Way Conversations

You can filter 2-Way Conversations in Voizee to help you quickly find and manage specific interactions. Conversations can be filtered by Conversation Status (e.g., Unreplied, Replied, Open, Closed), by Tag (such as customer categories or follow-up needs), and by SMS Campaign Name to track replies from a specific campaign. This makes it easy to prioritize responses, monitor engagement, and stay organized.

By utilizing the 2-Way SMS feature in Voizee, you can enhance your communication strategy, allowing for meaningful interactions with your customers and fostering better relationships. For more information on setting up and managing your SMS conversations, please refer to our other Knowledge Base articles.

Still feeling stuck? Please send us your questions using this form.