SMS/MMS messages are sent through Twilio by default (Syncro's built-in provider). 

Alternatively, you can bring your own Twilio account or you can choose to buy a FlowRoute account and use one of those for SMS/MMS with Syncro. Bringing your own SMS/MMS provider can give you more control over things like which messages you send and how many messages you send.

Cost

If you use Syncro's default Twilio, there's nothing you need to set up; you automatically get 200 SMS messages per month. (This is subject to change without notice based on pricing and availability.)

If you go over, or want to buy more credits, navigate to Admin > Syncro Administration - Buy Credits/Add-Ons. 

We sell add-on packages of 2,500 credits.

Note: New accounts are eligible to buy additional SMS credits 30 days after purchasing Syncro.

What Sends and When

Note: To receive SMS/MMS messages, the “SMS Service Enabled” box must be checked and a Mobile Phone number must exist in their Customer record. 

Syncro sends messages when you enter a Ticket Communication:

• After Diagnosis: After you add a Ticket Communication with the subject “Diagnosis.”
• Completed With/Without Invoice: When you add a Ticket Communication with the subject “Completed.” (The message Syncro sends depends on whether there's an Invoice attached to the Ticket.)
• Initial Problem/Issue: When you first create a Ticket.
• Instructions After Initial Problem/Issue: Sent immediately after the Initial Problem; we must notify the recipient they can enter “d” to disable messages.

You Customer will also receive any custom SMS messages you create in the Ticket Communications section:

IMPORTANT: If a customer has more than one open ticket, Syncro cannot guarantee that a reply will attach to the proper ticket.

Note: The SMS option is not available unless there's a phone number categorized as "mobile" on the Customer record. In this case, you'll need to select “Email + SMS” for your message to be sent.

Customize SMS/MMS Messages

If you'd like to customize the SMS messages sent with Ticket Communications, navigate to Admin > PDF/Email Templates - SMS Templates and scroll to the Tickets section: 

Click in the Template field to adjust a message, then click Save.

Note: Messages exceeding 144 characters will be split into multiple messages.

You can also specify that SMS messages only be sent during business hours in Ticket Settings. (Check the “Ticket Comments - Only Send During Business Hours” box.) 

See also:

• Customize PDF Templates
• Set Business Hours

MMS Replies

Your customer can reply to an SMS sent from a Ticket with an image (and text). 

Syncro will upload the image as an Attachment. A thumbnail image also appears on the Ticket Comment:

Notes:

• The image attaches to the Ticket as a Public Comment. This means the reply (image and text) can be viewed in the Portal.
• This feature only supports images.
• MMS is only supported in the US and Canada.