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How do I reply to a customer's SMS or MMS?

Read an incoming text or photo and reply by SMS.

Updated November 13, 2026

You can reply to an SMS or MMS after it arrives in Direct messages. You cannot start a new SMS conversation with a contact.

  1. Open Direct messages

    Select the customer's conversation.

    A received text in Direct messages

  2. Read the message and any photo in the conversation.

  3. Type your reply in Reply by SMS.

  4. Select Send reply. The reply is sent from the company number that received the message. Its status appears in the conversation.