What features are supported on the SMS channel?

SMS, while being a more straightforward communication channel compared to modern messaging apps, provides several key features that make it effective for service interactions. Here are the primary features supported by SMS within the Agent Inbox for service interactions:

1. Universal Access : SMS can be sent and received on virtually all mobile phones, making it accessible to a broad audience, including those without internet access or smartphones.
2. High Delivery Reliability : SMS messages are reliably delivered even in areas with weak network coverage, ensuring communication continuity.
3. High Open Rates : SMS messages typically have very high open and read rates, often above 90%, ensuring that messages are seen promptly by recipients.
4. Two-Way Messaging : While basic, SMS supports two-way communication and the initiation of outgoing conversations from within the Agent Inbox, enabling customers to respond and engage in basic interactions with your business, such as confirming appointments or opting into services.
5. Minimal Setup for Recipients : Customers do not need to install additional apps or have an internet connection to receive SMS, reducing barriers to customer engagement.

Despite its limitations in terms of multimedia capabilities and interaction complexity, SMS remains a highly effective channel for essential service interactions, offering reliability, immediacy, and wide reach. This makes it a valuable tool for businesses aiming to ensure consistent and timely communications with their customers.

learn more

To learn more about working with the carrier channels, please view:

• What are carrier channels?
• What are the benefits of the SMS channel?
• What are the benefits of the RCS channel?
• What features are supported on the RCS channel?