How Does SMS Work? How Does SMS Work?

How Does SMS Work?

Alex Mann Alex Mann

Kixie users have access to SMS functionality through the Kixie PowerCall (Kixie's Chrome extension), using their direct number(s).

Important: You must have a Kixie number to enable SMS. To get a Kixie number, all you have to do is acquire a number inside kixie.com->manage-> numbers -> add new "agent" number, and then Refresh the Kixie PowerCall chrome extension (Refresh icon on the top right), and you'll be able to make/receive SMS with that number.

Also make sure you read this guide on SMS Best Practices to Avoid Being Blocked/Flagged

Article Contents:

FAQs About SMS

Question: Can I send/receive an SMS with a Group, IVR, or Local Presence number?

  •  Group, IVR, and local presence numbers are not SMS-enabled.

Question: Why isn't the SMS icon available on my Kixie PowerCall dialer?

  • If a user does not have a direct number associated with their Kixie line, then the SMS messenger icon will not show up on the dialer. Additionally, please ensure that your Kixie PowerCall dialer is up-to-date.

Question: Where do my SMS messages go?

  • All SMS messages are made and received inside the Kixie PowerCall.

Question: My click-to-text doesn't work, why?

  • Please ensure that the number is HIGHLIGHTED before right-clicking and selecting the SMS option. 
  • Note: if you are on a MAC device, you need only right click (aka it auto-highlights)

 

SENDING AN SMS, REVIEW SMS HISTORY, AND TEMPLATES

 

 

CLICK TO SMS

In addition to the ability to send/receive texts through the Kixie PowerCall, you can also initiate a text from inside your CRM, or anywhere across Google Chrome!

To do so, just highlight the number, right-click it, then select "Send SMS to: [number]", as shown. This will bring you to the dialer where you can type and send the message.

kixie_click_to_text.png

Tip: in Pipedrive, the number doesn't need to be highlighted, so it can just be right-clicked. In other CRMs like Zoho, or across the web, you'd highlight the number first. An easy way to highlight something is by double-clicking it, by the way.

SETTING SMS DID

SETTING SMS DID (FROM KIXIE.COM DASHBOARD)

To set your SMS DID number, all you need to do is the following:

  1. Access your Kixie Dashboard by logging into your Kixie.com.
  2. Select My Profile tab (on the left-hand side).
  3. Select the Edit tab.
  4. Locate the "Outbound SMS Number" drop-down menu.
  5. Select your desired Outbound SMS ID.
  6. Click the blue "Save Changes" button.

Note: Reload your Kixie PowerCall dialer to see changes made to your SMS DID.

 

SETTING SMS DID (FROM KIXIE POWERCALL DIALER)

To set your SMS DID number, all you need to do is the following:

  1. With your Kixie PowerCall dialer open and updated, click on Settings icon on the top right (gear icon) 
  2. Locate and click on the User Settings tab
  3. Locate the SMS Number drop-down menu in the User Settings Tab (scroll, if necessary)
  4. Select your desired Outbound SMS ID.
  5. Click the blue "Update" button in the User Settings Tab (scroll, if necessary)

Note: Reload your Kixie PowerCall dialer if you do not see changes made to your SMS DID. 

Opt-out/in SMS Options ("STOP," "START," "HELP")

OPT-OUT: End user (contact/lead) receiving SMS messages can opt out from future texts by replying to the text message with one of the Keywords mentioned below. 

Kixie does not automatically include an opt out message, it will need to be included in your auto sms text or sms template to be displayed to the customer. 

Example: Text “STOP” to stop receiving any messages from this number.  

Keywords to Opt-Out:        

STOP

END

QUIT

CANCEL

UNSUBSCRIBE

UNSUB

STOP ALL

OPT-IN: End user (contact/lead) who decided to opt-out of SMS messages from a number can opt-in by the replying with one of the keywords mentioned below. 

Kixie does not automatically include opt-in messages. This message will need to be included in your auto sms text or sms template to be displayed to the customer. 

Examples: Text “START” to start receiving text messages from this number again.

Keywords to Opt-In:                      

START

YES

RESUME

RESUME ALL

UNSTOP

GO

Alternative to include both Opt-out & Opt-in message:

 If the end user replies with “HELP” the following message will be sent:

Text “STOP” to stop receiving any messages from this number. Text “START” to start receiving messages again from this number.“

FYI: Opt out/in options work by one number bases only and not for your entire account.   

Please email support@kixie.com for questions.