Why didn't I receive a customer's SMS reply?
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SortScape captures replies to text messages you send and shows them in Customer Messages. You also get email and (if enabled) push notifications. See Text message replies.
If a customer shows you a reply on their phone that never appeared in SortScape, check the following.
They may have replied to an older message (Australia and New Zealand)
Section titled “They may have replied to an older message (Australia and New Zealand)”In Australia and New Zealand, replies are matched to your SortScape account for about 3 to 4 weeks after the outbound message was sent.
If a customer replies to an older message in the same phone thread (for example a reminder from more than a month ago), that reply can still appear on their handset, but it may not reach SortScape. You will not see it in Customer Messages, and reply notifications will not fire.
This is a limitation of the SMS number pool used for AU and NZ, not a SortScape inbox filter.
What to do
Section titled “What to do”- Send them a new text message from SortScape.
- Ask them to reply to that recent message (not an older one in the thread).
- Check Customer Messages again for the new reply.
Replies to recent messages continue to work as usual.
Other things to check
Section titled “Other things to check”- Customer Messages access – Only administrators can open the Customer Messages inbox. Other roles may still get email or push for replies to messages they sent. See Managing employee permissions.
- Notifications turned off – Confirm email and push alerts for text message replies are enabled under Email and push notifications.
- Wrong number – Confirm the reply came from the mobile number on the contact in SortScape.
If a reply to a recent message is still missing, contact SortScape support and we can investigate.