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Creating a Text Message 

Step 1 -

Create the Activity:

• In Activities, click New and select “Text Message” in the command bar.

• Alternatively, from a record’s timeline (e.g., Case), click + and select “Text Message.”

Step 2 - 

Fill in Details:

• Subject: Enter a brief description (e.g., “SMS for Case #123”).
• To: Select or enter the recipient’s phone number (linked to a Contact/Lead).
• Regarding: Link to a Case, Contact, or Lead.
• Click Save.

Step 3 -

Select the tab Message Content

• Choose your areas SMS Connector. If your area is not in the list of Connectors, please choose - Twilio Production
• Message Body: Type the SMS content (e.g., “Reminder for XYZ. Contact us at 123.”) Please Note - Character limits for text message are a 160. If this limit is exceeded your message will be deleivered in separate messages however may not be sent in the same order which may cause confusion for the recipient.
• Click Save

Step 4 -

If you are happy with your text message, click Send. The SMS is saved as an activity on the records timeline.

You will be presented with another screen upon click Send