Overview
The Text SMS feature in RingResponse enables you to conduct two-way text message conversations with your leads directly within ClickPoint. You can send one-off messages, use company-crafted templates, or trigger messages automatically through workflow actions, increasing your opportunities to connect and close deals.
Key Functionalities
Multi-Screen Access: Send and receive SMS from the Lead Manager Screen, Lead Details Screen, and the Pull/Power Dial Screen.
Message Center: A central hub to view all ongoing conversations, search leads, and send messages.
Flexible Messaging: Send custom one-off messages or use pre-approved SMS templates.
Automated Routing: Inbound replies are intelligently routed based on lead assignment and last user interaction.
Built-in Compliance: Automatic handling of opt-in/opt-out requirements with system-generated compliance messages.
How to Enable and Send SMS Messages
Step 1: Enable the SMS Feature
Navigate to More > Settings > Capture and Route Phone Calls + Outbound Dialing > RingResponse Configuration.
At the bottom of the page, find the RingResponse Text SMS section.
Click the Enable button to activate SMS functionality for your account.
Step 2: Send a Message
Messages can be initiated from several places:
Lead Manager Screen: Select a lead and use the toolbar, right-click context menu, or communication column. Click Compose.
Lead Details or Pull Screen: Click the Text SMS icon in the lower left-hand corner to open the Message Center for the selected lead.
Message Center: Open via the icon, then search for a lead or select an existing conversation to continue.
Step 3: Using the Message Center
The Message Center opens when you choose to send a text.
On the left, see all leads with active conversations. Search or dismiss conversations here.
The main panel shows the message thread.
The Lead Summary panel on the right shows the lead's details, status, and conversation participants.
To send a message:
Type a custom message in the compose box. You can insert lead field data (only populated fields will display).
Or, select to send a pre-configured Template.
Click send.
How Inbound Text Routing Works
When a lead replies to a text, the message is routed automatically:
Assigned to a User: The lead's assigned user receives the reply.
Assigned to a Branch/Corporate (Non-User): The message is routed to the last user who texted the lead.
Automated First Message (No prior user text): The message stays at the non-user assignment level (Branch/Corporate).
Best Practice: The first text to a new lead should be sent manually by a user, either through the SMS templates library, an automated event or workflow action, or by using the SMS composer within the Message Center. This establishes a clear user reference for routing all future replies.
Best Practices
Use the Message Center for management: Monitor all ongoing conversations from one central place to avoid missing replies.
Leverage templates for consistency: Use the SMS library templates for common scenarios to maintain brand voice and compliance.
Review lead assignment: Be aware that inbound reply routing depends on current lead assignment and your texting history with the lead.
Understand compliance: Trust the system to handle opt-in/opt-out messages automatically, but be mindful of conversation tone and frequency.
Troubleshooting
SMS feature or icon is not visible
Ensure the feature has been enabled by an administrator..
Confirm your user account has RingResponse SMS enabled.Cannot send a text to a lead
Verify the lead has a valid mobile phone number in their record.
Check that you have not received an "STOP" opt-out message from this lead, which blocks further messaging.Inbound reply went to the wrong user
Review the lead's current assignment in the system.
Recall the inbound routing rules: replies go to the assigned user OR the last user who texted them.Lead field data does not appear in the composed message
The dynamic field will only display if the corresponding lead field (e.g., FirstName) contains data for that specific lead.
Check the lead's record to ensure the field is populated.Need to send an SMS via a workflow action
This must be configured by an administrator within the Workflow Editor. Contact your admin to discuss available SMS action templates.