The main reason for this is that SMS Expert, the system used for managing SMS communications, operates similarly to mobile carriers like EE. These systems can only recognise and process phone numbers, not customer names. Just as EE doesn't know the name of every person sending a text message, SMS Expert is only able to identify the mobile number.
How the SMS Reply Process Works
When a customer replies to an SMS sent via SMS Expert, the reply is sent as an email to specific individuals, as designated when reply paths are configured in the system. These designated individuals will receive the SMS reply and can then search for the customer manually in the system.
How to Find the Customer from an SMS Reply
To find the customer linked to an SMS reply:
- Go to Marketing in the system.
- Enter the customer's mobile number in the Other search box.
- This will allow you to locate the customer details associated with that mobile number.
Conclusion
While the system doesn’t automatically match SMS replies to customer names, following the steps above ensures you can manually find the correct customer. This approach maintains clarity and organisation when handling SMS communications.
If you have any further questions or require additional assistance, please feel free to reach out.
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