View, respond to, and track customer requests coming from SMS text messages.
Setup
Navigate to Phone & SMS under "Communications" in your settings.
Connecting your phone number
You have two options for setting up SMS:
Option 1: Provision a new number with Pylon
Click "Add Phone Number" in the Phone & SMS settings
Select a new phone number from available options and hit continue
Option 2: Port an existing number to Pylon
Click "Add Phone Number" in the Phone & SMS settings
Complete Business details, upload billing statement, carrier details and service address sections
Authorize port
How it works
Conversations from SMS will automatically create issues in Pylon. All Pylon features can then be used to manage these issues. SMS issues can be identified by setting the Issue Source filter or visually by the SMS logo on issues.
10DLC Compliance: To send SMS messages in the U.S., you'll need to complete 10DLC registration through the "Carrier registration" tab in Pylon, which verifies your business identity and messaging use case with carriers. The registration process takes 5-7 business days and is handled automatically through our partners. See detailed instructions here.
