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    Conversations

    Sending SMS Messages

    Conversations

    Sending SMS Messages

    SMS (text messaging) is one of the fastest ways to reach customers. With Lead Fuel CRM, you can send and receive SMS messages directly from the conversation thread, making it easy to maintain ongoing text conversations without leaving your CRM.

    How to Send an SMS Message

    Step 1:Open a customer's contact record and navigate to the Conversations tab
    Step 2:Locate the message input field at the bottom of the conversation window
    Step 3:Select "SMS" from the channel dropdown menu (if not already selected)
    Step 4:Type your message in the text field
    Step 5:Click "Send" to deliver the message immediately
    Step 6:The message appears in the conversation thread with a timestamp

    SMS Formatting and Limits

    Standard SMS messages are limited to 160 characters. However, most modern phones and carriers support longer messages through concatenation, where multiple messages are linked together. Lead Fuel CRM automatically handles this for you, but keep in mind that longer messages may be split across multiple SMS texts.

    • Single message: 160 characters (including spaces and punctuation)
    • With special characters (emoji, etc.): 70 characters
    • Multi-part messages: Automatically handled by the system
    • Character counter shows remaining characters as you type

    Using Merge Fields in SMS

    Personalize your SMS messages by inserting merge fields that automatically populate with customer information. This allows you to send hundreds of personalized messages efficiently.

    • {{FirstName}}: Inserts the customer's first name
    • {{LastName}}: Inserts the customer's last name
    • {{CompanyName}}: Inserts the company name
    • {{Phone}}: Inserts the customer's phone number
    • {{Email}}: Inserts the customer's email address

    SMS Templates

    Create and save SMS templates for frequently sent messages. Templates help maintain consistency, save time, and reduce typos. Create templates for common scenarios like appointment confirmations, follow-ups, or promotional messages.

    Step 1:From the message compose field, click "Templates"
    Step 2:Select "Create New Template"
    Step 3:Enter a descriptive name (e.g., "Appointment Reminder")
    Step 4:Write your message text, including any merge fields
    Step 5:Click "Save Template"
    Step 6:Templates appear in the template dropdown for quick access

    Important: Always ensure you have customer consent before sending SMS messages, as text messaging has strict compliance requirements (TCPA in the US and similar regulations elsewhere).

    Tip: Test merge fields with a real contact before sending bulk SMS campaigns. This ensures all variables are populating correctly with customer data.

    Need more help? Contact Lead Fuel CRM support for personalized assistance.

    Have a question or want to connect with other Lead Fuel users? Join the Lead Fuel VIP Facebook Group

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    Sending Emails