Get a text message when someone needs you
Vera.Support can send a text message to an agent when a customer writes in, and to a customer when you reply. The texts go out through an SMS gateway account you own and connect.
This is for teams who are not sitting in front of the panel all day and would miss an email or a push notification. If your agents are on the road or on the shop floor, a text reaches them where they already look.
Step by step
Open an SMS gateway account
Create an account with your SMS gateway, verify your own phone, choose SMS, and get a trial number. This account stays yours, so the numbers and the sending sit under your control.
Connect the account to the panel
Copy the account SID, the auth token and the phone number from your gateway account. Paste all three into Settings > Notifications > Text message notifications.
Verify your number while on trial
A trial number can only message numbers you have verified. Add your own phone as a verified caller ID in your gateway account, otherwise the first test text will not arrive.
Buy a number to go live
To send freely and to receive texts inside the panel, buy a number in your gateway account. Then take the URL from Settings > Notifications > Text message notifications > Get configuration URL and set it as the configuration URL on that number.
Add phone numbers to agent profiles
Agents and admins only receive texts if they have a phone number on their profile. Write every number with the country code and a plus sign, for example +15558675310.
Collect the customer's phone number
You can gather it through the registration form, the follow-up message, or the [email] shortcode. You can also set a number by hand in the panel or through the API.
Settings reference
| Setting | What it does |
|---|---|
| Text message notifications | Holds the account SID, auth token and phone number from your SMS gateway account, and switches text alerts on. |
| Get configuration URL | Gives you the URL to set on your purchased number so that incoming texts arrive in the panel. |
| Sender number | Put a sender name in this field if you want texts to show a name rather than a number. |
| Do not send notifications to admins | Stops text notifications from reaching admins, the same way it works for email. |
Good to know
A trial number is walled in
Until you buy a number, texts only reach numbers you have added as verified caller IDs. Everything can look correctly configured and still go nowhere.
Numbers need the country code
Every phone number, for agents and for customers, has to include the country code with a plus sign, as in +15558675310. A local-format number will not be texted.
No profile number, no text
Agents and admins are skipped unless a phone number is saved on their profile. This is the most common reason a team member hears nothing.
Only offline agents get texted
Routing mirrors email. The first message texts the offline agents and admins of that department, or the single assigned agent if there is one, and later texts go only to the last agent in the conversation.
The chatbot can silence texts
With human takeover on, no texts are sent when the chatbot knows the answer. Texts start once the conversation is handed to a person.
Common questions
Does Vera.Support send the texts?
Can customers text me back into the panel?
I connected everything but no text arrives. What now?
Can the text show my business name instead of a number?
Do admins receive text notifications too?
How do I get a customer's phone number in the first place?
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