Configure messaging defaults

Choose the starting settings for new messages and decide where replies should go. Review each message before sending: defaults do not replace its audience, channel, communication type or automation settings.

Client communication preferences and email fallback

Open messaging settings

Open your organization settings and select Messaging. You need access to organization settings. Save changes with Update.

Choose channels and communication types

When client communication preferences are disabled, choose email, SMS or both as the default channel. Email is a useful starting point if you want staff to choose SMS deliberately for time-sensitive messages.

When client communication preferences are enabled, the preferences mode replaces this default-channel selector. Review the available communication categories and each client's choices. See message sending options for how the mode affects a send, including clients who have not chosen a preference.

Choose a default communication type that matches your usual work. Marketing and non-marketing messages are treated differently for subscriptions. A non-marketing label does not guarantee delivery and should not be used to bypass a marketing unsubscribe.

Route email and SMS replies

Set a monitored Reply-to email. This is separate from the verified From email recipients see. Check both when preparing a message.

For SMS, select the reply behavior:

Option	What it does
Forward to the organization	Sends replies to the organization's reply-to mobile number.
Forward to the sender	Uses the sending user's mobile number.
Auto-reply	Responds with the configured automatic reply.
Do nothing	Does not forward or automatically answer the reply.

Fill the reply-to mobile number when using organization forwarding. Enter an auto-reply when choosing that option and respect the limit shown in the field. These settings are defaults; review the actual message's reply options.

Review SMS length and sender identity

The option to remove the limit on long SMS affects shortening behavior and can increase usage. A text longer than the standard threshold may otherwise be shortened with a link to the full message; actual processing depends on its content. Read SMS length and media behavior before changing this setting.

The outbound sending number is managed separately from your reply-to mobile. Changing the reply destination does not change the number clients see. See SMS sender numbers and replies for dedicated-number options.

Notify your team of incoming SMS

Select the internal users who should receive email notifications of incoming SMS. Choose people responsible for following up and verify that their account email addresses are current. Manage those users in Users and permissions.