Incoming SMS shows up in Conversations but isn’t forwarded to the forwarding number.

Overview

Acommador’s mobile and web apps are built to receive inbound SMS messages directly within the Conversations tab. However, by configuring a workflow with custom triggers and notifications, you can also forward these incoming messages notifications—though this will result in additional charges. If you’d like incoming SMS messages to appear in the Conversations tab and be automatically forwarded to a designated number as a notification, this guide will walk you through the process.

By following the troubleshooting steps provided, you can ensure that every incoming message is successfully redirected to your chosen forwarding number.

1. Create a Workflow
2. Start from Scratch
3. Add a Workflow Trigger
4. Select “Customer Replied”
5. Add Filters
6. Select Reply Channel
7. Choose SMS
8. Click on Save Trigger
9. Add an Action – Send Internal Notification
10. Add Custom Values – Message Body
11. Add Custom Values – Contact First NameFrequently Asked QuestionsRelated ArticlesWe will only receive the inbound messages in the Conversation tab using Accommador's mobile app and web app.Incoming SMS will not be forwarded to the forwarding numberYou set up a Customer replied workflow trigger like this with the Custom Value {{message.body}}Steps to create a workflow-

1. Create a WorkflowNavigate to Automation > Workflows > Create Workflow.
2. Start from ScratchClick Start from Scratch and then select Create New Workflow.
3. Add a Workflow TriggerClick Add New Workflow Trigger.
4. Select “Customer Replied”Choose Customer Replied as the workflow trigger.
5. Add FiltersClick Add Filters.
6. Select Reply ChannelIn the filter options, select Reply Channel
7. Choose SMSFrom the reply channel dropdown, choose SMS.
8. Click on Save TriggerClick on Please select action
9. Add an Action – Send Internal NotificationChoose Send Internal Notification.⚠Note: SMS notifications will generate charges for each SMS sent.
10. Add Custom Values – Message BodyNavigate to Custom Values > Message > Message Body.
11. Add Custom Values – Contact First NameNavigate to Contact > First Name to include personalization.

Frequently Asked Questions

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