Two-Way SMS in Navigator

Two-Way SMS allows you to send SMS messages to customers from Navigator and receive their replies back into the dealership.

Messages and replies remain linked to the relevant customer or job, helping both Sales and Service teams keep a clear record of customer communication without needing to manage conversations separately outside Navigator.

Where Two-Way SMS is available

Two-Way SMS can be used within:

• Sales 360 CRM

• Workshop

This allows Sales Executives and Service Advisors to communicate with customers directly from the areas of Navigator they already use.

Benefits of Two-Way SMS

Two-Way SMS provides:

• Inbound and outbound SMS messaging

• A clear conversation history

• Better visibility of customer communication

• Easier customer follow-up

• Faster and more convenient communication

• Reduced administration

• More consistent communication across the dealership

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Getting Two-Way SMS set up

Two-Way SMS needs to be configured before replies can be received.

To request setup, use the following form:

Request Two-Way SMS setup

If Two-Way SMS has not yet been enabled for your dealership, please complete the setup request before following the configuration steps below.

Configuring the Reply-to-SMS Number

Two-Way SMS relies on the mobile number stored within the SMS Name field for each branch.

Each branch can have its own number. If the SMS Name field is blank or contains an incorrect number, customer replies may not be routed correctly.

You should check this setting when:

• Two-Way SMS has recently been enabled

• A new branch is being configured

• A branch reports that SMS replies are not being received

• The SMS number has recently been changed

Checking the SMS Name

1. Go to Setup.

2. Open Branch Setup.

3. Open the relevant branch.

4. Locate the SMS Name field.

5. Enter or confirm the correct mobile number.

6. Make sure the number starts with 07, rather than 44.

7. Save the branch record.

Repeat this for each branch using Two-Way SMS.

What happens next?

Navigator uses the mobile number stored in the SMS Name field when sending messages.

When a customer replies, their response is routed back using the configuration created when Two-Way SMS was originally set up, including the configured email address where applicable.

Sending an SMS from Sales 360 CRM

To send an SMS from a sales enquiry:

1. Load the relevant Sales Enquiry.

2. Click Send SMS.

3. Choose an SMS template or enter your own message.

4. Review the message.

5. Click Send.

Using SMS Templates

SMS templates work in a similar way to email templates.

Templates are configured within the Sales Manager's Toolkit.

When sending an SMS:

• Click a template to select it.

• Double-click the template to automatically populate the SMS message field.

• Review or amend the wording if required before sending.

Templates can be useful for common messages such as appointment confirmations, follow-ups or customer updates.

Sending a Manual SMS

You can also create a message without using a template.

1. Click Send SMS.

2. Enter your message directly into the SMS message field.

3. Keep the message concise and be aware of SMS character limits.

4. Click Send when ready.

Communication History

Messages sent from a Sales Enquiry are automatically recorded within Navigator.

Emails and SMS messages are:

• Recorded within the enquiry history

• Logged against the customer's communication history

This gives other members of the team visibility of previous customer contact and provides a clearer record of ongoing communication.

Where Two-Way SMS is enabled, replies can also be managed as part of the ongoing customer conversation.

Troubleshooting Missing SMS Replies

If customers are receiving SMS messages but their replies are not being received, check the following:

1. Confirm that Two-Way SMS has been enabled for the dealership.

2. Go to Setup > Branch Setup.

3. Check the SMS Name field for the affected branch.

4. Confirm that the correct mobile number is entered.

5. Make sure the number starts with 07, not 44.

6. Save the branch record if any changes are made.

If the settings are correct and replies are still not being received, contact the Navigator Helpdesk so the Two-Way SMS configuration can be checked.