SMS threads
SMS threads let you send and receive text messages through Inspector Studio. For many customers, SMS is the fastest and most reliable way to reach them, especially for quick confirmations and day-of reminders.
What you need to SMS
Your organization needs an SMS-capable phone number configured in Inspector Studio. This is set up during onboarding. If SMS is not available in your account, contact support to enable it.
Sending an SMS
Open the booking or contact you want to text.
Click New Message → SMS.
The To field pre-fills with the contact's primary phone number.
Write your message. SMS messages have a 160-character limit per segment — longer messages are automatically split into multiple segments and delivered as one conversation on the customer's phone.
Click Send.
SMS vs. email
SMS and email threads look similar in the interface, but there are a few practical differences:
SMS delivers faster and has much higher open rates than email. Good for same-day reminders and quick questions.
SMS does not support formatted text or file attachments in the same way email does. Keep SMS messages short and plain.
Customers can reply to your SMS with a standard text reply. Their reply comes back into the thread.
MMS (photo messages)
If a customer sends you a photo by text (for example, a photo of a problem they want you to be aware of), it arrives in the thread as an image you can view directly in Inspector Studio. You can also send images to customers via MMS — attach an image the same way you would in an email thread.
Opt-out compliance
Customers can reply STOP to any SMS from your organization to opt out of further text messages. Inspector Studio automatically stops sending SMS to opted-out numbers. You will see an indicator on the contact's profile and thread if a number has opted out.
If a customer asks to resume SMS, they can text START to your number. The opt-out flag is cleared automatically.
Character limits and message segments
A single SMS segment is 160 characters. Longer messages are split into multiple segments. Each segment is billed separately by the carrier, so keep messages concise when possible.
Was this article helpful?