SMS brings text message conversations from your customers into the Help Desk, as part of HappyFox AI Contact Center. Every inbound text becomes a ticket, every reply your agents send goes out as a text, and the full conversation stays threaded on a single ticket — the same way an email conversation would.
With SMS, your team can:
- Receive text messages from customers as Help Desk tickets, automatically routed to the right category
- Reply to customers over SMS without leaving the ticket interface
- Keep a single, searchable thread per contact instead of switching between tools
How to get started
To use SMS, you'll need a phone number connected to your account. You have two options:
- Use an existing AI Contact Center number — if you already have a voice number set up for Contact Center, the same number can be enabled for SMS by contacting our support team.
- Purchase a new number or port an existing one — reach out to our team at [email protected] to buy a new number or transfer a number you already own.
Once your number is ready which might also include a one time registration handled by our support team, an admin needs to enable the Manage Contact Centre SMS permission under AI Contact Center. This permission controls whether the SMS module and its settings are visible to a user — without it, a user won't see the SMS section at all.
Usage & pricing
SMS usage is billed per segment, not per message. A single SMS segment holds up to 160 characters. If a message runs longer than that, it's split into multiple segments — each holding up to 153 characters — and billed per segment sent.
Head to HappyFox AI Contact Center: Usage Pricing Overview to learn more about the phone number and SMS pricing.
What happens next
Where you go next depends on what you're setting out to do:
- Setting up SMS for your account? Head to Configuring SMS Settings to set up phone numbers, categories, and contact matching.
- Handling SMS conversations as an agent? See Working with SMS Tickets to understand how tickets are created and how replying works.