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Kyloth

Prepare SMS and review incoming calls

Record consent and review captured calls without treating setup as live sending.

Approved preview
These instructions are for users with approved preview access. Reading them does not enable a workspace or open public signup. Check each guide for current limits.

Where: Desk, Settings, SMS setup; a support case; Telephony account; Telephony

Before you continue
SMS sending remains unavailable. Locally reviewed sender and template details are not provider approval. Telephony checks and incoming-call capture also require separately enabled configuration and real-account acceptance.
  1. A manager opens SMS setup and saves sender credentials and exact template details. MSG91 is the default; Twilio (legacy) retains older setup separately. Changing the sender requires reviewing templates again.
  2. On a support case, inspect MSG91 permission for this case. Review the exact customer phone, sender, template IDs and message text before recording how the customer gave permission. Another case's evidence does not supply permission here.
  3. To record a stop, use SMS from this business and check the phone number. Any current member can record the request and confirm Stop SMS for this number, even without a working SMS account.
  4. For incoming calls, a manager uses Telephony account for credentials, account checks and number assignment. In Telephony, review a captured call, choose a new lead or an existing customer explicitly, then save the owned follow-up.
Before you continue
Reserve SMS attempt permanently uses the case's only attempt even if no message is sent. It is not a send button and cannot be undone. Do not reserve without reviewing that consequence. A withdrawal does not free the attempt or recall a message already being processed.

A phone-level SMS stop applies across this workspace's cases and SMS providers. Only a manager can record fresh consent; this does not restore old case permissions or restart queued work. Keep email and WhatsApp preferences separate. Call status alone proves neither customer identity nor permission to contact them.

After an uncertain save, use the same operation's retry or reload its saved status. Repeated call callbacks and exact review retries do not create duplicate follow-ups. Disable SMS setup clears its credential and disables templates; it does not erase earlier permission evidence.