Phone System · 1 min read
Send Inbound SMS Notifications With a Workflow
How inbound texts work
Inbound texts are received and stored in Conversations. A number's call forwarding settings don't forward texts. If your team wants an alert when a contact texts in, use a workflow.
Build the workflow
- Go to Automation → Workflows and create a new workflow.
- Add the Customer Replied trigger and filter the reply channel to SMS.
- Add an Internal Notification action (or Send SMS to a team member's number).
- Write the alert, for example:
New text from {{contact.first_name}} ({{contact.phone}}): {{message.body}}- Choose who receives it, such as the assigned user or a specific number.
- Save and publish.
Tips
- Filter by tag or pipeline stage if only some replies need alerts.
- Send alerts to a team member's personal phone, not to a number in your account, to avoid loops.
- Reply to the contact from Conversations so the thread stays in one place.