This article will take you through:
- What is two-way SMS?
- How to enable replies on SMS
- Two-way SMS in the Pro App
- Next steps and additional resources
What is two-way SMS?
Two-way SMS is all about creating a seamless, two-way conversation between your studio and your members through SMS messages. Now, your members can reply directly to SMS messages sent by your studio, facilitating more effective communication and engagement.
How to enable replies on SMS
Your members will be able to reply to an SMS that is not marked as a Marketing message.
Remember, you can send SMS messages in three ways:
- 1:1 Messaging: When you open a client's profile and click the "Send message" button, you can send them a direct SMS.
- SMS Blast: In the Manage > Leads or Manage > Clients tabs, you can use the Actions > Send message button, optionally applying filters to target specific groups.
- Automated SMS: As part of automated workflows, including XLerate workflows, birthday, class booking, and appointment booking reminders.
Points to note:
- These messages are sent from a real phone number provided by Twilio. If an SMS is marked as a marketing message, replies won't be supported, but your studio can direct recipients to a reply-able phone number.
- These messages will use your SMS credits.
- This feature is only available on Boost and Elite.
- This feature is currently only available for locations in the US, Canada, Australia, New Zealand, and UK. If you're interested in us adding two-way SMS for your region, don't hesitate to get in touch with our Support team.
Two-Way SMS in the Pro App
Staff can send and receive SMS messages directly from the Pro App using the Connect menu. This enables real-time, two-way communication with customers without needing to switch to the Dashboard.
This feature is available to customers on Boost and Elite plans and is currently being rolled out.
Use the same rules as the Dashboard
Two-Way SMS in the Pro App follows the same behaviour as SMS on the Dashboard:
- Only available in supported regions
- Marketing consent rules apply
- Transactional messages are not impacted by consent requirements
How to set up
Step 1: Request feature enablement
Contact your Customer Success Manager to submit a request to have Two-Way SMS enabled.
Note: SMS must already be configured on your account.
By default, Pro App SMS permissions are enabled for Receptionists, Admins, and Superadmins. Trainer permissions can be enabled on request, and Receptionist permissions can be disabled. Contact us at support@glofox.com to request permission configuration.
Step 2: Update the Pro App
Ensure all staff are using the latest version of the Pro App to access this feature.
Step 3: Access the Connect menu
- Open the Pro App
- Tap Connect
- View conversations or send a new SMS message
Please note:
- Unread message indicators for new incoming SMS are not currently available
- This is a known limitation and will be addressed in a future update
- SMS access is controlled by staff roles
- Trainer roles are disabled by default and must be manually enabled
Next steps and additional support
If you want to learn more about two-way communication, you can review the below articles: