Troubleshooting SMS Forwarding Issues in CRM
If you're encountering a situation where incoming SMS messages appear only in the conversation tab and aren't being forwarded to your designated forwarding number, this guide is here to assist. We'll walk you through the typical causes of this issue and offer clear, step-by-step solutions to restore proper SMS forwarding. By following the troubleshooting instructions provided, you can fix the problem and make sure all incoming messages are correctly redirected to your forwarding number.
We will only receive the inbound messages in the Conversation tab using CRM's mobile app and web app.
Incoming SMS will not be forwarded to the forwarding number
You set up a Customer replied workflow trigger like this with the Custom Value {{message.body}}
Step 1: Click on Automation > Workflows > Create workflow
Step 2: Choose Start from scratch
Click on Create new workflow
Step 3: Click on Add New Workflow Trigger
Step 4: Click on Customer Replied
Step 5: Click on Add filters
Step 6: Select Reply channel
Step 7: In the reply channel dropdown, choose SMS
Step 8: Click on Save Trigger
Click on Add your first Action
Step 9: Click on Send Internal Notification
Note: SMS notification will create charges for every sms sent
Step 10: Click on Custom Values > Message > Message Body
Step 11: Click on Contact > First Name