Infinity3 Help Centre

Send individual SMS messages from a customer’s conversation and keep replies alongside their other activity.

Before you start

You’ll need an enabled SMS service, an eligible sending number and access to the customer’s conversation.

Check that the customer’s phone number is correct, including its country code, and that you have permission to message them for the intended purpose.

Send a text message

1. Log into the Infinity3 Platform at app.infinity3.ai.
2. Open Conversations and find the customer.
3. Select SMS in the message composer.
4. Check the To number, especially if the contact has more than one phone number.
5. Check the From number where a sender selection is available.
6. Write your message and review any personalised fields.
7. Select Send and check the message’s status.

For a new customer, create their contact record with the correct phone number first.

Reply to a customer

Open their incoming message in Conversations, select SMS and write your reply. Check the recipient and sending number before sending.

For example: “Hi Alex, it’s Sam from Infinity3. Your appointment is confirmed for tomorrow at 10am.”

Things to know

• Respect opt-outs and the contact’s communication preferences.
• A sent message does not confirm that the customer has read it.
• Long messages may use multiple SMS segments and increase usage charges.
• Sending numbers and destination support depend on your phone service.

If a message fails, note its status and any error before contacting Infinity3.