Text Messages (SMS)

Overview

TrackDrive sends and receives text messages through
your connected telephony providers. SMS is enabled per
account; contact support if you do not see the SMS menu.
Outbound messages can be sent manually from a lead or
automatically by schedule actions, and inbound replies
are matched back to the right lead.

Sending Messages

Manually: send a message to a lead from its SMS transcript view. When the contact has texted you before, the reply goes out on the number they last messaged so the conversation stays on one thread.
Schedules: a schedule's Send SMS action delivers the configured message body to matching leads. The sending number comes from either a fixed number or a number pool.
Personalization: message bodies support tokens such as [first_name] and [trackdrive_number], which are replaced with each lead's values before sending.

Once a schedule has texted a lead, the same sending
number is reused for that lead on later messages. Each
number also has a daily sending cap, which is why number
pools are used for higher volume.

Receiving Messages

An inbound message is matched to the lead that most
recently received an outbound SMS from your number. If
there is no recent conversation, the sender is looked up
by phone number, and a new lead is created when none is
found. Inbound messages appear in the lead's SMS
transcript and in the Incoming SMS report.

Opt-Outs, Limits, and Compliance

Replies starting with STOP, UNSUBSCRIBE, or CANCEL opt the sender out of SMS. Depending on the offer's setting, the opt-out applies to the contact everywhere or to their most recent lead.
Opted-out contacts are skipped by automated sends.
Per-contact daily and monthly SMS limits prevent over-messaging; sends beyond a limit fail with an explanatory error code.
When the TCPA footer is enabled for your company, automated messages append "For help, reply HELP. To opt-out, reply STOP".
Sending to US numbers from local 10-digit numbers requires Campaign Registry (10DLC) registration on the sending numbers.

Billing

Outgoing messages are billed at your SMS rate, and
incoming messages on toll-free numbers can also be
billable. Failed messages are not billed. Your rates
appear on the billing rate sheet.

Related Features

SMS AI Bots build automated two-way conversations on top
of this messaging layer; see the SMS AI Bots articles.
Text message flows can also wait for and react to inbound
replies with pattern matching and webhooks.