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Troubleshooting SMS Forwarding Issues in Stack

Are your incoming SMS messages only appearing in the conversation tab and not being forwarded to your designated number? Let's explore some common reasons behind this issue and how you can resolve it. Follow these steps to ensure your SMS forwarding is set up correctly.

Steps to Set Up SMS Forwarding​

  1. Create a New Workflow

    • Navigate to Automation > Workflows.
    • Click on Create workflow and choose Start from scratch.

  2. Set Up Workflow Trigger

    • Click on Add New Workflow Trigger.
    • Select Customer Replied.

  3. Configure Filters

    • Click on Add filters.
    • Choose Reply channel.
    • In the dropdown, select SMS.
    • Click on Save Trigger.

  4. Add Internal Notification Action

    • Click on Send Internal Notification.
    • Note: Sending SMS notifications may incur charges for each message sent.

  5. Customize Notification Content

    • Click on Custom Values > Message > Message Body to include the message content.
    • Add the contact's first name by clicking on Contact > First Name.

Additional Information​

  • Viewing Messages: You will receive inbound messages in the Conversation tab using Stack's mobile and web apps.
  • Forwarding Limitation: Incoming SMS will not automatically forward to the designated number without the correct workflow setup.

Feel free to submit feedback on this article to help us improve and add more frequently asked questions!