Capturing Customer SMS Replies

Capturing Customer SMS Replies

If the customer replies to your SMS you will be able to capture their reply directly to your lead.  If you have a Role Management - Send Lead SMS enabled for Notifications, you will also receive a Notification when the customer replies.




When you view the Lead you can see within the 'Communications' section there will be a mixture of the SMS you sent, and any customer replies (circled in red in the screenshot below).



Clicking on the inbound SMS record you can open it up to read the customers full reply.   Dealers can reply directly from the message.  When clicking into the received message a new 'Reply' field is available.   When using the Reply function a new message is added to the 'Communications' section of the Lead.   


Note any member of the public who texts a reply 'STOP', 'UNSUB' or 'UNSUBSCRIBE' will automatically opt the customer out of receiving any SMS from any dealers using AutoPlay SMS services via the SMS Status flag in AutoPlayAuto.com.  If the customer has previously opted out directly from their SMS the customer will not be able to be sent an SMS until their customer record is updated.  You can read more about SMS Opt Outs HERE.

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