Text/SMS With Zoho Desk

Text/SMS With Zoho Desk

Hi Guys-

Considering using SMS to get faster responses from customers that we are helping.  Have a bunch of questions;

1) Which provider is better ClickaTell or Screen Magic.  Screen Magic seems easier to setup, but appears to be 2x as expensive for United States.  I cannot find the sender id for Clickatell to even complete the configuration.
2) Can customer's reply to text messages?  If so are responses linked back to the zoho ticket?  If not, how are you handling this, a simple "DO NOT REPLY" as part of the template?
3) The notifications for creating and reply to a ticket sound ok, but I wish it was possible to have our agents choose when to send an SMS, similar to sending and email.  Sending a text message for EVERY reply, may not be appreciated by customers, but just pinging people that aren't responsive to email feels appropriate.  Is there anyway to do this?
4) Is there anyway for customers to stop receiving texts from us if they don't want them?  Like a reply "STOP" to be removed?

Thanks in advance for your help!

Best,
-Ian




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