📌 Note: Before using text messages, you must register the phone number and campaign. Please visit the Text Campaigns collection to review pre-requisites, instructions, and FAQs to get started.
What are Conversational Texts?
Conversational texts, or one-to-one texting, are messages sent back-and-forth between you and your clients.
Sending Conversational Texts
Navigate to the desired contact's showpage and > click the Text Messages button (located next to the Screenshare button) in the contact engagement bar.
Use the Conversation Window to compose your text message and click send button to complete. will display the recipient's name and phone number, previous messages send to that contact, and their replies. Use the text box to compose your message and send.
🔍 Tip: The Conversation window will display the recipient's name, previous messages, and their replies.
Text Message Notifications
Users can view their message notifications by selecting Messages from the top navigation bar. When new messages (or notifications) are available, a red dot will appear. Simply click the Messages button to display and manage your message notifications, filter by only unread messages, and even open up the text conversation window directly from the Message notifications.
🔍 Tip: The Messages button is static, so no matter where you are in Swivel, it can always be viewed.
Conversational Text FAQs
Do I need the same pre-requisites for one-to-one texting as for broadcast text campaigns?
Yes. All major US carriers require A2p 10DLC registration to send text messages. Unregistered phone numbers will be blocked from sending messages.
Do one-to-one texts count against my text message allotment?
Yes. To learn more, please visit Text Message Availability FAQs.
Will my contacts need to opt-in before they receive my messages?
Yes, you are required to obtain consent for all text messages. The opt-in will either be sent automatically after sending the direct text, or it can be sent manually from the recipient's contact page.
Do I have to craft and send the opt-in message myself?
Once you create and launch a text campaign, Swivel will automatically send opt-in messages to contacts who have not opted-in. It is only after the contacts have given consent that they will receive the campaign's text message. Should the contact opt-out, no message will be sent. Users can manually send the opt-in message to a specific contact. To learn more, visit the Communication Preferences article.
Do the opt-in messages sent to my contacts count towards my available text messages?
Yes, opt-in messages will be deducted from your count of available text messages.
Do customer responses to the opt-in message and/or opt-out count toward my available text messages?
Yes, when your contacts respond to opt-in or opt-out, each response will count towards your count of available text messages.
If my contact's primary phone number is switched, does that contact need to re-opt-in to receive messages at that new number?
No, opt-ins are tied from a text message account to a contact, not a specific phone number. If the contact's primary phone # is updated, the contact's primary phone number (at the time it is sent) will always get the text message.
I have multiple phone numbers registered for my account. Can I choose which number I use?
Yes. From the Conversation Window, click the phone number and select the desired from the available options.
Can I limit who sees my contact's messages?
No, currently Messages will display all messages (read and unread) for the entire account no matter user role or permissions.