Question

Text messaging in Karbon

  • 12 September 2022
  • 7 replies
  • 335 views
Jana
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Does anyone have a solution to add text messaging into Karbon?  We would like to see client texts sent to our phones come into the triage just like email and be able to respond via Karbon.

7 replies

max
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Hi @Jana, who do you use as a phone provider?

I’m considering building a DIY integration with Microsoft Teams and Karbon to add a note template for incoming and outgoing phone calls.

I did some reading on the DialPad API that might work nicely with Karbon’s API to add text messages as notes in Karbon.

Twilio also has a great API that could easily add text messages to Karbon.

respect humans | continually improve
S
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I’m considering building a DIY integration with Microsoft Teams and Karbon to add a note template for incoming and outgoing phone calls.

I think an integration with teams in this way sounds amazing!

Jana
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@max Hi Max,

I would love to learn more about text message integration with Karbon.  We currently use Crexendo as our phone system and have yet to set up any business text messaging. We need to do this soon as more and more of our clients prefer to text rather than email. In addition, since our communication with clients lives in Karbon, it would be excellent to attach their texts to a work item and timeline.  Thanks for your input.

 

max
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I’m working on a few other projects right now. 😕

However, I will circle back to this when I tackle SMS + Karbon.

How does that sound?

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Jana
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Hi Max!  Thank you!!

Melissa Gock
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In Australia, we use Messagemedia which can send SMS via email.  We setup a special email address with the client’s mobile phone number (<mobilenumber>@e2s.messagemedia.com)  in the Contacts and then just send an email to this special email address.  They can then message back and it appears in Karbon just like a normal email conversation.

Works really well for us.

https://messagemedia.com/au/

kylenecarse
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We use RingCentral for our phone system, which allows for text messages on the direct lines and also our main line.  In our RingCentral settings, we can toggle a switch to send emails to us any time a text or voicemail comes in.  This works great, because now we have texts and voice message transcriptions in Triage, which can be tagged to the work or client.  

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