Re:amaze supports native SMS and MMS integrations through Twilio, ClickSend, RingCentral, and SMSBump. SMS and MMS are asynchronous by nature, mobile by default, and can enhance the customer experience, particularly for businesses with younger audiences who expect near-instant communication.
Supported SMS providers
For setup instructions, select your provider:
Twilio — See Twilio Integration: Setup and Features
ClickSend — See ClickSend Integration: Setup and Features
RingCentral — See RingCentral Integration: Setup and Features
SMSBump — See SMSBump Integration: Setup and Features
How SMS and MMS conversations work in Re:amaze
Once your SMS provider is connected, incoming messages will appear in your main dashboard under All Conversations or under the dedicated SMS and MMS filter.
New SMS and MMS conversations will not have existing customer profiles attached to them automatically. SMS and MMS conversations support the same controls as other conversation types, including resolve, unresolve, assign, reassign, reminders, and manual workflows. Note that SMS and MMS conversations cannot be moved to a non-SMS or non-MMS channel.
Customers can send images via SMS and MMS, which will appear as attachments in the conversation. You can also reply to customers with attachments.
Merge a customer's SMS profile
To merge a customer's phone number with an existing profile, navigate to Contacts and locate the customer's primary profile. Select Add a Phone Number, then select Update to save. This will also merge all existing SMS and MMS conversations from the original phone number profile into the primary profile.
Once merged, refresh the conversation and the profile will update with the correct customer avatar and conversation history.
Send an outbound SMS message
You can send an outbound SMS or MMS message to a customer using the New Message feature in your dashboard.
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