Mercury SMS provides inbound message capability. This means a person can reply to a message they received and it will be inserted as a Task within the ‘Activity History’ of that record.
Unsolicited inbound messages can also be received. An Unsolicited inbound messages is where the person has initiated the original message from their device and sent it to your MessageMedia number, instead of replying to an outbound message. Note: Unsolicited messages can only be received if you have a ‘Dedicated Number’ on your MessageMedia account. Setting up Dedicated Numbers needs to be done directly with MessageMedia. Unsolicited inbound messages are related to all records that are identified via the ‘Phone Matching’ number field.
When an inbound SMS is received the Assigned To User can be notified in the following ways:
- Message will appear in the ‘Message Feed’
- Message will appear in the ‘SMS Inbox’
- An email will be sent to the User
All inbound messages will be created as Task records with a Subject of ‘SMS: Received’, the Description field will contain the SMS message, and will appear in the Activity History of the record.