SMS and WhatsApp

You can text customers from inside DealJourney, and their replies come back into it. Every message is logged on the customer or contact as SMS Sent or SMS Received, so the exchange sits on the timeline next to the calls, emails and meetings rather than in somebody's phone.

Two channels, one thread. SMS goes out over your own number. WhatsApp runs over your own WhatsApp Business account — Message customers on WhatsApp. Conversations appear in the same log as SMS. — and Connect your own WhatsApp Business Account. DealJourney never owns or resells your number.

Where it lives:

• On a record — the SMS tab on a customer, contact or lead. Send an SMS from a customer or contact
• ⟦SMS Inbox⟧ — every conversation in one place, for whoever is watching for replies. The SMS inbox
• In automation — Send SMS: Send an SMS via Link Mobility. See What a rule can do.

SMS costs money per message and is billed to your workspace, which is why it is off until a number is assigned: SMS is not enabled for this account yet. An SMS number must be assigned before you can message customers. See Get SMS switched on.

Consent is not optional. Marketing texts need the recipient's agreement, and a reply of STOP has to be honoured. Both are tracked on the record: Consent and opting out

SMS is for short and time-critical. A confirmation, a reminder, a "running ten minutes late". Anything that needs a paragraph is an email, which is also where the reply is easier for the customer to write.