Set up routing for incoming text messages

How to configure an inbound SMS destination for your Telzio phone number.

Just like with incoming calls, you can set up a destination for incoming text messages on your Telzio phone numbers.

  1. Navigate to Plans & Numbers
  2. Click on the phone number
  3. Select a destination under Inbound SMS

Setting the destination for incoming SMS

SMS destinations

You can direct incoming text messages to the following destinations:

  • No Destination - Creates a new SMS thread and assigns it to Account Owner. The conversation thread is closed instantly, so subsequent messages will create another new thread.
  • User - Creates a new SMS thread and assigns it to a specific User. The thread is left open, and subsequent messages are added to the same thread. The user receives the message in the Telzio Dashboard and the Mobile App.
  • Group - Creates a new SMS thread and assigns it to the User Group. All users in the group are notified in the Telzio Dashboard and the Mobile App, and subsequent messages are added to the same thread. However, the first user to respond to the message "wins" the thread, and the thread is now assigned to that user. Only this user will receive notifications about subsequent messages as long as the thread is open, and other users are prevented from responding to the thread.
  • Email - Creates a new SMS thread and assigns it to the Account Owner. The conversation is closed instantly, and subsequent messages will create a new thread. An email with both the content of the SMS and the sender's phone number is sent to the email address specified.
  • External Phone Number - Creates a new SMS thread and assigns it to the Account Owner. The conversation is closed instantly, and subsequent messages will create a new thread. An outbound SMS is sent to the number specified - this message contains the sender's message and phone number, but is sent from your Telzio phone number.

Common for all of these options, is that they will all trigger a Webhook and Zapier event when messages are coming in - even if you select No Destination.

SMS routing

When a message is delivered to Telzio, it's processed according to the following logic:

  1. Is there an open thread between the sender's phone number and your Telzio phone number? If yes, then add the message to this thread and notify the user/group assigned to it.

    • Is the thread assigned to a single user? If yes, then notify the user about the newly arrived message via Telzio's Dashboard and Mobile App.
    • Is the thread assigned to a group of users? If yes, then notify all users in the group about the newly arrived message via Telzio's Dashboard and Mobile app.

  2. If no open thread is found, then deliver the message according to the Inbound SMS Destination set for the receiving phone number.