Understanding How SMS Chat Works

Stay connected with guests beyond your website with SMS messaging. Let your guests take the conversation with them.

Yonder’s SMS Chat feature lets website visitors switch from live chat to SMS - creating a personal, two-way conversation that continues even after they leave your site. Perfect for busy travellers on the go who want to stay in touch!

What Is SMS Chat?

SMS Chat gives your business a dedicated US toll-free number for texting with customers. Unlike shared messaging services, this number is unique to your brand - customers can save, recognise, and trust it.

You can manage all incoming and outgoing SMS messages from your Yonder Unified Inbox, right alongside chatbot and web chat conversations.

Why Use SMS Chat?

Seamless Conversations – Keep the chat going, even after a visitor leaves your website.
Build Trust – Use a branded toll-free number that guests can save and recognise.
Two-Way Messaging – Let guests reply to review requests or start new chats via SMS.
All-in-One Inbox – Manage SMS and chatbot conversations from one place.
No Missed Opportunities – Follow up with potential guests before the moment passes.

How to Enable SMS Chat

To activate SMS Chat, just contact Yonder Support! We’ll apply for your dedicated toll-free SMS number through our SMS provider, Twilio. This process includes identity verification and usually takes a few business days to complete.

⚠️ Note: This feature is currently only available for businesses in the US and Canada.

Once verification is complete:

Yonder will assign your business a dedicated toll-free number.
All outbound SMS messages (including review requests) will be sent from this number.

To offer SMS through your chatbot:

Navigate to Chatbot > Website Widget > Responses.
Enable Use SMS as an option under the fallback response.

How Customers Request SMS

When interacting with your chatbot, guests may reach a fallback message or a response that includes a 'Leave Contact Details' form.

If the SMS option is enabled:

Guests will be prompted with “Contact me by SMS.”
When selected, the chatbot will pause, and the conversation shifts to SMS.
All messages and replies are managed in your Unified Inbox, allowing you to continue the chat just like any other message - but now over SMS.

This creates a smooth handover, keeping the conversation going even after the guest has left your website.

Frequently Asked Questions

Can New Zealand or Australian businesses use SMS chat?
Not yet. SMS Chat is currently limited to US and Canada. We're working on bringing it to NZ/Aus, but high SMS costs in the region are the main hurdle.

Can customer sends media over SMS?
Media messages can’t be displayed in the inbox. If a guest sends an image or attachment, you’ll see a placeholder noting that the message included media.

What is the forwarding number used for?
If a guest calls your SMS number, the call is redirected to your specified forwarding number. It’s not used for messaging or SMS replies.

How long does verification take?
Toll-free verification (via Twilio) generally takes a few days. SMS messages will not be delivered until verification is complete.

Do I need to do anything if I already use SMS for review requests?
No changes are needed. However, once SMS Chat is set up, those review messages will come from your new dedicated number.

Does the AI chatbot respond to SMS messages?
Not at this stage. Once a conversation shifts to SMS, the chatbot is paused, and all communication needs to be handled manually by the operator via the Inbox.

Have other questions? Contact support@yonderhq.com.