Creating a 1:1 Two-Way Message

This section of the user guide is focused on creating and maintaining 1:1 Two-Way Messages. To help you navigate the article we have broken it down into the following sections:

• What is a 1:1 Two-Way Message?
• What roles have access to send 1:1 Two-Way Messages?
• How do I create a 1:1 Two-Way Message?
• How do I manage 1:1 Two-Way Messages?

What is a 1:1 Two-Way Message?

1:1 Two-Way Message allows clients to send a message to a single phone number without creating or launching a campaign. 

Prior to creating a 1:1 Two-Way Message make sure that you have a reusable phone number that you have assigned access to in the Unsolicited Message Inbox settings. For more information about reusable phone numbers, review the Reusable Numbers article.

The 1:1 Two-Way Message will appear for any agent/inbox assigned to the Unsolicited Message Inbox settings for the reusable phone number.

Only users with Two-Way Messaging - Administrative and Two-Way Messaging - Standard roles can initiate a 1:1 Two-Way Message. 

Users with a Two-Way Messaging - Limited role can interact with existing 1:1 Two-Way Messages in their inbox.

What roles have access to send 1:1 Texts?

The ability to send 1:1 Two-Way Messages is available to individuals with the following permissions: 

For more information on user permissions, review the User Roles & Permissions article.

How do I create a 1:1 Two-Way Message?

1. On the homepage, select the Create Content icon at the top right of the page.
2. Select Create 1:1 Text.
   
3. Select the "From" phone number from the dropdown. You will only be able to select a reusable phone number that you have access to. 
4. In the "To" Phone Number field, enter the 10-digit phone number (with or without hyphens) of the end-user you want to send a text.
   
5. In the Message field, enter the message you want to send to the end user and select Send.
   
6. After you send the message, you will be routed to your inbox where you will be able to manage the conversation. 

How do I manage 1:1 Two-Way Messages?

The behavior of the 1:1 Two-Way Message will be determined by the reusable phone number's Unsolicited Message Settings. 

Agent-backed conversations will appear in your Inbox on the Participating tab until the end-user responds. Then it will be moved to the Needs Attention tab. 

Virtual Assistant-backed conversations will appear in the Participating tab of any associated agents listed in the reusable phone number's Unsolicited Message Settings.

The Contact Name will appear if the contact was included in a previously launched campaign.

If the contact wasn't included in a previously launched campaign, the Contact Name field will display the contact's phone number only.