Workaround for SMS Forwarding Issues: SMS Not Forwarding to the Forwarding Number

Created by PX Marketing, Modified on Tue, 19 Aug at 6:41 PM by PX Marketing

Overview

Sometimes SMS messages appear inside Conversations but fail to forward to the designated number. To prevent missed communications, you can set up a workflow automation workaround that sends an internal notification containing a preview of the incoming SMS. This ensures your team maintains visibility and responsiveness, even if direct forwarding fails.

How to Set Up an Internal Notification for SMS Forwarding Issues

Step 1: Access Automation Settings

Go to Automation → Workflows → Create workflow.

Step 2: Start from Scratch

Select Start from scratch to build a clean workflow.

Step 3: Add a Workflow Trigger

Click Add New Workflow Trigger.
Choose Customer Replied as the trigger.

Step 4: Select SMS as the Reply Channel

In the dropdown, select SMS so the system recognizes text messages as the trigger.
(Optional) Add filters if you want forwarding only under certain conditions.

Step 5: Save the Trigger

Click Save Trigger to confirm.

Step 6: Add Internal Notification Action

Click Add your first Action.
Choose Send Internal Notification.

Step 7: Customize the Notification

In the editor, click Custom Values → Message → Message Body.
This ensures the notification includes a preview of the client’s SMS.

Step 8: Personalize the Contact Info

Add Contact → First Name to include the customer’s name in the notification.

Step 9: Publish and Save

Once configured, click Publish to activate the workflow.

Frequently Asked Questions

Q1: Will SMS forwarding incur additional charges?
A: Yes. Each internal SMS notification is billed as a standard outbound SMS. To manage costs, consider limiting triggers to only essential cases.

Q2: How do I configure the SMS forwarding trigger?
A: Create a new workflow → select Customer Replied → set Reply Channel = SMS → attach a Send Internal Notification action.

Q3: What happens if I don’t set the “Reply Channel” filter to SMS?
A: The workflow may not recognize incoming SMS as valid triggers, preventing forwarding from working.

Q4: Can I add other custom values to the SMS notification?
A: Yes. You can include additional fields such as the customer’s phone number, email, or any relevant custom field for added context.