SMS and two way to send and receive responses from your customers
Converts the SMS in a channel of business interaction: send messages, receive responses and manages confirmations, inquiries or processes operating from a solution designed for enterprises.
Sending SMS to the interaction with customers
The SMS bi-directional, also called SMS two-way SMS or two-way, allows a business to send a message and receive a reply from the recipient. It is not intended for personal conversations, but for business processes where a short answer, you can activate an action.
One-way communication
Ideal for notices, promotions, alerts or notifications where the company does not need to receive a response.
See SMS bulk →Communication with answer
Useful when you need to confirm, validate, collect simple information or continue an interaction.
Clear cases where you receive responses via SMS makes sense
This is not to send any more messages. This is opening a simple way for the client to respond when the process needs it.
Confirm appointments, reservations or assistance
Sends a reminder and allows the client to respond with a confirmation, a cancellation or a change request.
- Medical centers and clinics.
- Bookings, workshops or technical services.
- Reminders of meetings or visits.
To address simple questions without relying on calls
Facilitates the client to respond to a text in order to resolve doubts operational, confirm data or request follow-up.
- Status queries.
- Basic support or referral.
- Subsequent follow-up on a communication.
Validations and answers are structured
When a short answer is sufficient, the SMS interactive can help to confirm a decision, or to collect basic information.
- Answers type “Yes” or “No”.
- Confirmation of data.
- Quick surveys of a question.
Operational processes that require a response
Logistics, incident, recovery, or prudent, or internal communications can benefit of a direct response by SMS.
- Confirmation of delivery or availability.
- Management of incidents or changes.
- Notices operational action is required.
A simple flow to send, receive, and manage responses
The exact configuration can depend on the country, the numbering, the use case and the necessary integration. That's why the right approach is to design the flow before you activate the service.
You define the use case
Confirmation of appointment, support, response to campaign, logistics, survey or internal process.
You send the SMS
The message can form part of a campaign, a one-off operation or a flow connected to your systems.
The client responds
The response is received and managed in accordance with the settings available for the project.
The process continues
Your computer, or system can act on the response: confirm, to derive, to register or to continue the interaction.
The response of the client stops missed
The value of the SMS with the answer lies in closing the cycle: not only do you send a communication, you can also receive a useful signal to continue the process.
Real-world applications by type of company
The SMS two-way fits particularly well when the interaction is brief, specific and linked to a process.
Health and appointments
Reminders, attendance confirmation or request for change of appointment.
Logistics
Notices of allocation, availability, incidents or delivery receipts.
E-commerce
Follow-up post-buy, collected, changes or simple queries about orders.
Finance
Notices operational validations simple and monitoring of sensitive processes.
Customer care
Quick responses, referral for consultation or follow-up of incidents.
Agencies and partners
Campaigns to return, measurement of interest or activation of follow-up.
Institutions
Communications of citizens, confirmations or single interactions.
Services
Coordination of appointments, notices to users and operational responses.
What channel should be according to the objective
Not all the channels solve the same problem. The correct decision depends on the level of interaction, traceability, format and process.
SMS bulk
To communicate to many people without the need of response.
- Alerts
- Promotions
- Notifications
SMS two-way
To send and receive SMS within a business process.
- Confirmations
- Simple queries
- Operational responses
SMS certificate
For communications where you need documentary evidence.
- Formal notifications
- Log content
- PDF certificate
WhatsApp and RCS
To experience more rich, visual, or conversational.
- Rich content
- Conversations advanced
- Brand experience
Connect the SMS replies with your processes
If your company needs to send and receive SMS messages from a CRM, ERP, ecommerce, own software or internal flow, the SMS two-way can be considered as part of an integration technique.
// Example conceptual SMS sent → Client responds Response received: { "channel": "SMS", "type": "response", "action": "confirm", "status": "pendiente_gestion" }A solution CPaaS to companies, partners and integrators
SMS.es allows you to centralize channels of business communication, and adapt the use of SMS messaging two-way real-world context of each project.
See plans and rates general →Platform CPaaS omnicanal
SMS, WhatsApp Business, RCS, Email, Telegram, and other channels within a business strategy.
Panel or integration
Use from platform or by integration when the project requires connection technique.
Campaigns and contacts
Communications management, databases and actions that are segmented according to the case.
Support to set the scene
Review commercial and technical to avoid incorrect settings or unrealistic expectations.
Not all the projects of SMS bidirectional configured as
The solution may vary depending on the country, the type of numbering, the volume, the case of use, the level of integration and management needs answers.
We help you to assess the right scenario
Tell us what you need to send, what response you expect to receive, and in what country or process will be used.
Consult solution for my company →Frequently asked questions about SMS two-way
Clear answers for companies that need to send and receive SMS within business processes, technical or operational.
What is SMS and two way?
It is a service that allows a company to send an SMS message and receive a response from the client. It is also known as SMS two-way SMS two-way or SMS with answer.
What is the difference between SMS bulk and SMS and two way?
The SMS bulk is often used for shipping one way, such as alerts, promotions or advertisements. The SMS two-way adds the possibility to get answers and manage an interaction.
What is receive responses via SMS?
Serves to confirm appointments, to pick up simple answers, manage queries, operational, to validate information or continue processes where a response brief from the client is sufficient.
Can I use SMS bidirectional for customer service?
Yes, it can be used for simple queries, follow-up of cases, confirmations, or referral. For further conversations rich or complex, can be combined with other channels like WhatsApp Business, or RCS.
Can I integrate SMS two-way with my system?
In many scenarios it is possible to make an integration with internal systems, CRM, ERP, ecommerce or software itself. The specific viability should be reviewed according to the use case and the technical setup.
Do I need a specific number to receive responses?
Typically receive responses requires a proper configuration of numbering or receive channel. Availability may depend on country, the operator, the type of use and the project.
Does the SMS two-way serves to marketing campaigns?
Yes, as long as the campaign is designed to receive a clear answer and comply with applicable laws and regulations. It is useful to measure interest, to confirm participation or turn on tracing for commercial.
What companies use SMS and two way?
Companies in healthcare, logistics, e-commerce, financial services, customer service, agencies, partners, integrators and organizations with processes that require a response from the user.
What SMS two-way is the same as WhatsApp Business?
No. The SMS two-way is based on SMS messages with a response. WhatsApp Business is a channel conversational richer. Each channel has sense according to scope, format, cost, experience, and objective.
How do I request information or rates?
You can contact with SMS.es is to explain your use-case, country, estimated volume and technical needs. With this information it is possible to evaluate the most appropriate configuration.
Does your company need to send and receive SMS?
Tell us about your use case and help you assess if the SMS two-way is the appropriate channel or if you agree to combine it with other solutions SMS.is.
