SMS - Sending Messages From a Case

Replies to Text Messages

How replies to texts are handled depends on the site's configuration.

By default, an incoming text will be linked to and create a case note on:

• the case a text was sent from (regardless of the phone numbers on the case);

• any other case that has sent a text to that number (regardless of the phone numbers on the case);

• any other case that has the sending number in the mobile phone number field.

Inbound Message Matching Logic: Site Administrators can change the default behavior on the Admin > Telephony & SMS page:

All cases related to sender's mobile number (original logic)

• • This is the default behavior above.

Most Recent Intake

• • Link the reply to the most recent intake containing the sender's number in the mobile or home phone number fields.

  • If that fails try most recent outbound message.

  • If that fails try most recently opened case containing the sender's number in the case's mobile or home phone number.

  • If that fails stop trying. The reply will still appear in the SMS Received Log, but it must be reviewed manually.

Most Recently Opened

• • Link the reply to the most recently opened case containing the sender's number in the mobile or home phone number fields.

  • If that fails try most recent outbound message.

  • If that fails try most recent intake containing the sender's number in the mobile or home phone number fields.

  • If that fails stop trying. The reply will still appear in the SMS Received Log, but it must be reviewed manually.

Most Recent Outbound Message

• • Link the reply to the case (or intake or prescreen) that most recently texted to the sender's number (regardless of the phone numbers on the case).

  • This option handles the situation where a user sends a text to a number that is not the client's mobile or home phone number stored on the case.

  • If that fails try most recently opened case containing the sender's number in the mobile or home phone number fields.

  • If that fails try most recent intake containing the sender's number in the mobile or home phone number fields.

  • If that fails stop trying. The reply will still appear in the SMS Received Log, but it must be reviewed manually.

Most Recent Outbound Message seems to be the behavior most people expect.

Replies that Include an Image

Replies that contain an image (also known as an MMS (Multimedia Messaging Service) message) will upload the file to the case(s) as a document. The document will appear in the case note created by the incoming text, and will also appear in the document folders and document list on a case.

Example case note showing a reply to a text that included an image: