Two-Way Text Messaging

Two-way SMS allows you to send text messages to customers and receive their replies directly in CoolEdge. With your own dedicated Australian mobile number, customers can text you back and their responses appear in your unified inbox.

1. Overview

What is Two-Way SMS?

• Send SMS to customers from CoolEdge portal or mobile app
• Receive replies from customers in your Messages inbox
• Dedicated number - your own Australian mobile number
• Full history - all conversations tracked per customer

Plan Availability

Note: Starter plan users can send outbound SMS, but customers cannot reply (one-way only). Upgrade to Growth or Scale for two-way messaging.

2. Getting Started

For Outbound SMS (All Paid Plans)

Outbound SMS is available immediately on any paid plan:

1. Navigate to a customer, job, or the Messages page
2. Compose an SMS message
3. Click Send

For Two-Way SMS (Growth & Scale)

To enable two-way messaging with a dedicated number:

1. Complete business verification (required by AU regulations)
2. Receive your dedicated number
3. Start sending and receiving

See Registering Your SMS Number → for the full setup process.

3. Sending SMS Messages

From the Messages Inbox

1. Open Messages from the sidebar
2. Select a customer conversation (or click + to start new)
3. Toggle the composer to SMS
4. Type your message
5. Click Send

4. SMS Character Limits and Credits

Character Limits

• Maximum: 425 characters per message
• Messages are encoded using GSM-7 character set
• Special characters may count as 2 characters

Credit Usage

SMS credits are consumed based on message length:

Viewing Character Count

When composing an SMS:

• Character counter shows at the bottom of the composer
• Format: "120 / 425 — will use 1 SMS credit"
• Counter updates in real-time as you type

Credit Tips

• Keep messages concise to use fewer credits
• Use email for longer messages
• The composer shows credit usage before you send

5. Receiving Customer Replies

When a customer replies to your SMS:

In the Portal

1. A notification badge appears on the Messages menu
2. The conversation shows in the Unread filter
3. Click the conversation to read the reply
4. Reply back from the same thread

In the Mobile App

1. Receive a push notification (if enabled)
2. Tap to open the conversation
3. Read and reply to the customer

Via Email Notification

If enabled in settings:

1. Receive an email alert
2. Email shows the customer name and message preview
3. Click through to view in CoolEdge

6. Managing SMS Conversations

Conversation History

All SMS messages are stored and linked to:

• Customer profile: In the Communication tab
• Job records: If sent from a job context
• Messages inbox: Central view of all conversations

Archiving

To archive completed conversations:

1. Open the conversation
2. Click the Archive button
3. View archived conversations in the Archived tab

Search

Find specific messages by:

• Customer name
• Phone number
• Message content

7. SMS Credits and Usage

Checking Your Balance

View current usage in Settings → SMS Settings:

• Progress bar showing used/total credits
• Number of credits remaining
• Days until reset (billing cycle)

Running Low on Credits

When credits are low:

1. A warning appears in the composer
2. Consider upgrading your plan for more credits
3. Or purchase overage credits at $0.10 each

Overage Handling

By default, overage is enabled:

• Additional SMS sends at $0.10 per credit
• To disable overage and stop sending when exhausted, toggle it off in Account & Billing settings

When Are Overage Charges Billed?

Overage is billed automatically:

• Monthly plans: Charged at month-end, or at $25 increments if you exceed that threshold
• Annual plans: Charged in $25 increments throughout the year, with any remainder at renewal

This keeps charges predictable and avoids large surprise bills, especially for annual subscribers.

8. Compliance and Opt-Outs

How Opt-Outs Work

With Two-Way SMS (Growth/Scale) If a customer texts STOP to your dedicated number:

1. They are automatically opted out
2. You cannot send them further SMS
3. They can text START to opt back in

With Outbound-Only SMS (Starter) Since customers can't reply, first-contact messages include an opt-out link. When clicked, the customer is opted out automatically.

Best Practices

• Only SMS customers who have a business relationship
• Identify your business in messages
• Respect opt-out requests immediately
• Keep messages professional and relevant

9. Troubleshooting

SMS Not Sending

Check your credit balance

• Go to Settings → SMS Settings
• Verify you have available credits

Verify the phone number

• Must be a valid Australian mobile number
• Format: 04XX XXX XXX or +614XXXXXXXX
• Landlines cannot receive SMS

Check delivery status

• View the message in the conversation
• Status shows: Sent, Delivered, or Failed
• Failed messages include an error reason

Not Receiving Replies

Verify two-way setup

• Confirm you're on Growth or Scale plan
• Check Settings → SMS Settings shows your number is active

Check the inbox

• Replies may be in a different conversation
• Search for the customer by phone number
• Check the Unread filter

Wrong Number Showing

If your SMS shows from a different number:

• Ensure two-way setup is complete
• Your dedicated number should appear in SMS Settings
• Contact support if issues persist

Customer Didn't Receive SMS

• Verify the phone number is correct
• Check the delivery status in CoolEdge
• The customer's phone may have SMS blocking enabled
• Try sending a test to your own phone

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Next Steps: Complete Registering Your SMS Number → or set up Message Templates →

Need help? Email us at support@cooledge.com.au