What is text message forwarding?
Text Message forwarding allows you to forward incoming text messages to your desired number. When a new conversation starts, you will receive a text message from a unique phone number. This message will include the company that was texted, the tracking number, the lead's phone number, and any applicable contact information. The second message will include the lead's original text message. You can also respond to forwarded messages; in CallRail, the conversation will show as coming from the original tracking number.
Please note: at this time, the Forward step in Message Flows is not available for white-labeled and HIPAA-compliant accounts.
How do I set up text forwarding?
Select the Settings icon on the left navigation bar.
Choose the company whose tracking number you'd like to update.
Select the Pencil icon for the tracking number you’d like to update to go to its main configuration page.
On the next screen, select the Pencil icon in the Text Options menu.
Enter the phone number you want messages forwarded to in the Text Forwarding box.
Save your changes.
Text message forwarding is also a step inside of CallRail Message Flows. Message Flows can be created by navigating to Settings > Workflow >Message Flows. From this screen, you can:
- Select Create Message Flow for a new message flow
- Or, if you have a message flow already created, select its corresponding pencil icon to edit it.
- Existing flows that are not being used by a tracking number will have a trash can icon that can be used to delete the message flow.
Once you have selected to either create or edit a message flow, you will be taken to the flow builder, where you can map out your flow steps. The Forward option will be available here.
You can use forwarding in combination with other message flow options. In the example above, a Response message flow triggered first, which is included in the forwarded message.
How does text forwarding work?
CallRail utilizes a unique forwarding number as a proxy, allowing your personal phone number to remain private while enabling you to respond to leads with ease. This differs from call forwarding (which lets you set a caller ID) due to the way SMS messages are sent.
If a lead texts the same tracking number after 30 days have passed, the proxy number will be different. This means you cannot save the proxy number as a contact that would always show as callrail forwarded messages.
What if I do not want to receive forwarded messages?
If you no longer want to receive forwarded messages, you can either:
- Edit the recipient phone number in the forwarding step.
- Reply BLOCK to opt out of receiving future forwarded messages from that specific customer.
- If the BLOCK keyword is used, you will receive the following message: "You've opted out of communication from #{customer_name} (#{customer_number}). If this was a mistake, reply UNBLOCK."
- If you reply STOP, you will opt out of receiving all CallRail-forwarded messages in the future.
- If the STOP keyword is used, you will receive the following message: "You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe."