Texting features not built yet
Not availableTexts work in the helpdesk, but replies to SMS marketing tools, texting outside the US and Canada, WhatsApp and AI Agent answers by text do not.
The helpdesk sends and receives texts on its own numbers; see Answer texts (SMS). These parts are not built, and none has a date.
| Not built | What to do instead |
|---|---|
| Replies to SMS marketing tools such as Postscript, Attentive, Recart, Sendlane or Klaviyo | Marketing texts come from the tool's own numbers, so replies stay in that tool. Answer there, or have the tool email each reply to your support address so it becomes a ticket. In your marketing texts, give your helpdesk number for support questions. |
| Texting numbers outside the US and Canada, including the UK | Use email or chat with those customers. |
| See Facebook, Instagram, WhatsApp and TikTok. | |
| The AI Agent answering texts on its own | Haylee drafts replies on SMS tickets like any other ticket; an agent sends them. |
Your SMS marketing tool's consent records stay in that tool. The helpdesk keeps its own list of numbers that texted STOP to your helpdesk numbers.
Related articles
- Answer texts (SMS)Put an SMS line on one of your numbers so customers' texts become tickets you answer by text, with photos, the 1,600-character limit, and STOP, START and HELP handled for you.
- Register your numbers for texting (10DLC and toll-free)US carriers block business texts from numbers that are not registered. Fill in one form, Growth Dept checks it and sends it to the carriers for you, and Growth Dept pays the fees.
- Facebook, Instagram, WhatsApp and TikTokMessages and comments from Facebook, Instagram, WhatsApp and TikTok Shop do not come into the helpdesk yet. Here is how to handle them meanwhile.
- Apps and connections not available yetWhich apps cannot be connected to the helpdesk yet, such as Recharge, Loop, AfterShip, Klaviyo and Zapier, and how to get the same job done today.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.