The default way of sending SMS messages is via a sender name. This will be the name that the recipients see when it arrives on their handset. If you send messages using a name e.g. your business/brand name, then you cannot receive replies to those messages.
To receive inbound messages (replies) into Webex Interact you must have a ‘dedicated inbound number’ (DIN). For the purposes of this article, it will just be referred to as a ‘number’. It is a virtual mobile phone number that looks like any other ordinary mobile phone number, but it only accepts inbound SMS, rather than voice calls.
You can obtain a number directly from within Webex Interact. Firstly, you will need to go to Channel Setup and choose SMS, then click on Numbers.
To purchase a new number, select Buy number.
Before you purchase your number, you must ensure you have enough balance on your account. The cost per month is £15, and payment is taken in advance.
You will have the choice of numbers that you are given on the screen. Click on Buy number next to your preferred choice.
You will now be able to complete the channel setup with your new number.
Give it a specific name
Configure the opt-outs
Create additional keywords
Configure your opt-in requirements
When you return to your Dashboard, click on the drop-down menu for SMS Sender and you will see that your number is now available to use.
When someone sends you a message, you will be able to view the inbound message in the SMS Inbox.
You can see the message content, the number the message was sent from and which number it was sent to (if you decide to purchase more than one number).
It is important to remember that the number you have chosen, will auto renew the subscription at the end of each month. If you no longer require the number, you can go to Channel Setup, select the number and then choose the 3 dots to edit. Click on Manage.
After clicking on Manage, you can Release number. When released you will have until the end of the 30 day period before the number becomes unavailable. You will be shown the date of release. When you go back into your Channel Setup, the status of the number will change to Awaiting Release.