Inbound messages from SMS and WhatsApp

Are you interested in enabling two-way communication with your customers, allowing real-time interactions to address questions, provide feedback, or offer support? If so, you may require a dedicated phone number or WhatsApp number.

When you send special offers, updates, and promotions via SMS or WhatsApp from your designated number, customers can confirm their interest or appointment availability by responding to your messages. Any customer responses, whether directed to the phone number directly or triggered by a specified keyword in your campaign, will be conveniently accessible on the Inbox page.

• SMS Inbound messages - Messages or responses received via SMS are categorized as SMS inbound messages.
• WhatsApp Inbound messages - Messages or responses received on the WhatsApp channel are available under the WhatsApp section.

SMS Inbound messages

SMS inbound messages are messages or responses that customers send to your designated phone number via SMS. These messages could include inquiries, feedback, requests for support, or responses to promotional offers sent in your messages.

Buy a Webex Interact number and enable two-way communication with your customers. When customers respond to the phone number or keyword in your campaign, their messages will be accessible on the Inbox page. You can effortlessly respond to your customers from your inbox.

Here's the setup for receiving responses from your customers:

• Buy a dedicated inbound number to receive responses. Using a dedicated number allows your customers to reach out if they need more info or additional support.

• Configure opt-in keywords for your campaign on the Create Opt-in page. Set up specific opt-in keywords that customers can use to initiate conversations with your business. For example, "START," "JOIN," or custom keywords related to your campaign.

• Configure campaign by adding opt-in keywords while composing your message. For example, you can add "START" as a keyword on your Webex Interact number when your purchase your number or later via Channel Setup.

Your message should say Text START to your [number] to begin to receive updates". When customers then reply or send a text message with 'START' to your number, messages will be available on the Inbox page. Customers can also reply directly to your number without using any opt-in keyword. These messages will be listed in your Inbox without any associated keyword.

WhatsApp Inbound messages

WhatsApp inbound messages are the responses that you receive from your customers on WhatsApp. These messages can include inquiries, feedback, support requests, and more. Leveraging these inbound messages effectively allows you to provide timely and personalized responses.

When customers send you a message or respond to your messages, these messages are available on the Inbox page. You can view and manage these responses, enabling you to stay organized and responsive to customer inquiries, feedback, or requests on time.

• Your advertisement should say to text START to your number to begin to receive updates. When customers then reply or send a text message with 'START' to your number, those customer mobiles will be added to your specified list and be available for you to send opted in update campaigns to.