Setting up the SMS/Text feature for your Thryv Inbox is a great way to communicate directly with your customers 1 on 1 via your Thryv software or Thryv mobile App.
If you run into an error message during set-up, you will be able to request a new number that will be used solely for the purposes of sending text messages to your customers. We will assign you a new call tracking number that will direct any and all calls to your business number and in addition, it will allow you to send direct messages to your customers from that phone number via your Thryv software.
*International Partnership Thryv packages do not offer call forwarding from the call tracking line that can be provisioned for the purposes of sending text messages to your customers from Thryv. If the call tracking number of an International Partnership Thryv package is called. The customer will receive a message that this is a 'text only' number.
How to determine if you need to request a new number
There are 2 types of SMS Notification error messages that you may encounter.
The error message “This number is not assigned to your org” means that either you or your phone provider have already text-enabled your number with another company or that the carrier of your number doesn't allow it.
The error message "the phone_number specified is not eligible for service" usually means that the number is designated as mobile.
Once you encounter an error message a new "Request A Number" box will appear. Click on the box.
Ensure that the number listed is the same number you have as your business phone number in Thryv. Click the "Request a Number" box.
Once you have requested the number, we will provision a new number for you and we will activate the SMS Notifications on your behalf. You will receive a Thryv inbox message once it's complete. Once you receive the message you will be able to go back into Settings>Auto Client Messages >SMS Settings and see your new number.
Call Recording Injection
This number is considered a Call Tracking Number, which means that when it is called, it will forward the call to your business phone. It will also inject a recording of the phone call into your Thryv inbox. The conversation will either create a new contact or associate with a matching contact. These recordings can be reviewed by you for up to 30 days.
IMPORTANT NOTE: This number and functionality will only be used on transactional or one to one messages with your clients. In order to implement SMS Text Marketing Campaigns, you will first need to claim a keyword under Settings>Campaigns>Campaign Keyword. Click here to read more about setting up your campaigns.
You are ready to start texting!
What happens if a customer calls the call tracking number that I use in Thryv for SMS/texting?
- For Thryv users in the United States, a call from a customer to the number that is used for SMS/ texting from the Thryv inbox will forward the call to the business number provided in the business settings of Thryv.
- For International Thryv Users (CAN, AUS, and NZ) a call from a customer to the number that is used for SMS/ texting from the Thryv inbox will notify the customer that this is a 'text only' number. Call forwarding from the call tracking line for international Thryv packages is unavailable.