View SMS in contact record and activity stream

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View SMS in contact record and activity stream

Introduction

The View SMS in contact record and activity stream feature in ActiveCampaign significantly enhances user experience by allowing the direct observation of SMS interactions right within individual contact records. This feature eliminates the inconvenience of navigating through the reporting dashboard, allowing users to manage and track SMS replies more efficiently at the individual contact level. This capability is crucial for businesses that rely on SMS strategies for marketing, customer support, and engagement, facilitating timely responses and personalized communication.

How to access this feature

To access the View SMS in contact record and activity stream feature, users must have the SMS add-on enabled in their account. Make sure that your ActiveCampaign plan supports this add-on, and simply navigate to your contact records to begin utilizing this helpful feature.

Step-by-step instructions

Follow these steps to view SMS replies within a contact's record:

  1. Log in to your ActiveCampaign account.
  2. Navigate to the Contacts section from the main menu.
  3. Select the specific contact whose SMS interactions you wish to view.
  4. Within the contact's details, locate the Recent Activities section.
  5. Here, you will find all SMS replies associated with the contact displayed directly in the contact record.

This approach allows for quick and easy access to SMS replies, facilitating a more streamlined and cohesive customer relationship management process.

Configuration options and settings

To fully benefit from the View SMS in contact record and activity stream feature, consider the following configuration options:

  • SMS add-on: Ensure the SMS add-on is activated in your ActiveCampaign account.
  • Recent Activities section: Familiarize yourself with how to navigate and interpret the entries in this section for effective tracking of SMS communications.

Best practices and tips

To make the most out of the View SMS in contact record and activity stream feature, follow these best practices:

  • Regularly check the Recent Activities section for timely responses.
  • Utilize SMS interactions to enhance customer engagement by responding promptly.
  • Ensure all team members are trained on how to view and manage SMS replies to maintain consistency in communication.

Common use cases with examples

Here are some practical use cases for viewing SMS in contact records:

  • **Customer Support**: By checking SMS replies, support agents can better address customer issues, providing a more personalized and responsive service.
  • **Marketing Campaigns**: Sales and marketing professionals can track SMS responses to campaigns, allowing them to analyze engagement and tailor future messages accordingly.
  • **Feedback Collection**: Use SMS to collect feedback from customers. The replies can be viewed and managed directly within the contact record for immediate action.

Troubleshooting section

If you encounter issues accessing or viewing SMS replies, consider the following troubleshooting steps:

  • Verify that the SMS add-on is enabled in your account settings.
  • Ensure you are looking at the correct contact record and have the necessary permissions to view SMS activities.
  • If issues persist, consider reaching out to ActiveCampaign support for further assistance.

Related features

  • Learn more about SMS Marketing, a broader feature that includes sending messages, automating text workflows, and leveraging SMS in your marketing strategies.
  • Familiarize yourself with Automation, which can complement your SMS efforts by automating responses and follow-ups to SMS replies.

FAQ

  1. What plans support the SMS feature?

This feature is available for the following plan types: Starter, Plus, Pro, and Enterprise.

  1. How do I activate the SMS add-on?

You're required to navigate to your account settings and enable the SMS add-on under your plan options.

  1. Can I see SMS replies from multiple contacts in one place?

Currently, SMS replies are shown in individual contact records. You will need to check each contact record separately for their SMS interactions.

  1. Is there a limit to the number of SMS replies I can view?

There is no specified limit on the number of SMS replies displayed in the Recent Activities section, as they are tracked per contact.

  1. Are there any costs associated with sending SMS through ActiveCampaign?

Yes, sending SMS messages incurs additional charges, and users should consult pricing information specific to SMS messaging within their ActiveCampaign account.

  1. What if I can’t see SMS replies in the contact record?

If SMS replies are not visible in the contact's record, ensure the SMS add-on is active, or contact ActiveCampaign support for assistance.

  1. Can I reply to SMS directly from the contact record?

At this time, the feature allows you to view SMS replies but does not support replying to SMS directly within the contact record.

By utilizing the View SMS in contact record and activity stream feature, users of ActiveCampaign can expect to manage their SMS communications more effectively, improving engagement and customer relationship management significantly. ```

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