53. 2-way Conversations SMS

Poziom: Łatwy | Czas: 8 min

2-way SMS to możliwość nie tylko wysyłania wiadomości, ale też odbierania odpowiedzi i prowadzenia konwersacji. Traktuj SMS jak mini live chat z klientami.

Jak działa 2-way SMS w GHL?

1. You wysyłasz SMS Z Twojego Twilio numeru
2. Client odpowiada NA ten numer  
3. Reply trafia do GHL → Conversations inbox
4. You widzisz w GHL i odpowiadasz
5. Cała konwersacja w jednym wątku

Conversations Inbox

Lokalizacja:

GHL → Conversations (left sidebar)

Pokazuje:
- SMS conversations
- Email threads
- Live chat
- Facebook Messenger
- Instagram DM
- Google Business Messages

All in one unified inbox!

SMS Conversation View:

[Contact Name / Phone]
+48 123 456 789

Yesterday 2:30 PM (You):
"Hi Anna! Appointment reminder tomorrow 10 AM."

Yesterday 2:35 PM (Anna):
"Thanks! Can I reschedule to 2 PM same day?"

Yesterday 2:36 PM (You):
"Absolutely! Updated to 2 PM. See you then!"

─────────────────────
[Type reply...]  [Send]

Responding to SMS

Manual Reply:

1. Open conversation
2. Type message in bottom field
3. Click Send or press Enter

Message appears on customer's phone as SMS
from your business number

Quick Replies (Templates):

Setup: Settings → Templates → SMS

Create common responses:

Template: "Schedule Link"
"Thanks for your interest! Book here: {{calendar_link}}"

Template: "Reschedule"
"No problem! Reschedule any time: {{reschedule_link}}"

Template: "Pricing"
"Our coaching packages: Basic $297, Pro $597, VIP $997. Details: {{link}}"

USAGE:
In conversation → Type "/" → Choose template → auto-fills → Send

Auto-Replies

Workflows → Create:

TRIGGER: SMS reply received
    ↓
IF: Message contains "hours" OR "pricing"
  → Send SMS: "Our packages start at $297. Full details: link.co/pricing"
  
IF: Message contains "appointment" OR "book"
  → Send SMS: "Book here: {{calendar_link}}"
  
IF: Message contains "help"
  → Send SMS: "We're here! A team member will reply within 30 min."

Team Assignment

Assigning Conversations:

Conversation → Click contact name → Details panel:

Assigned to: [Choose team member]

Now that person sees it in their inbox with priority

Round-Robin Distribution:

Workflows:

TRIGGER: New SMS conversation started
    ↓
ACTION: Assign to user based on:
● Round robin (equal distribution)
○ Lowest active conversations
○ Specific team member
○ Based on contact tag/segment

Team Permissions:

Settings → Team → User Permissions:

SMS Access:
☑ Admin: Full access (read, send, assign)
☑ Manager: Read + send + assign
☑ Agent: Read + send (no assign)
☐ Limited: Read only

Conversation Management

Status Tags:

Open: Awaiting response
In Progress: Being handled
Resolved: Issue addressed
Closed: Conversation ended

Filter inbox by status for organization

Internal Notes:

During conversation:
Click "Add note" → Type internal comment

Example:
"Customer prefers afternoon appointments only. Add to custom field."

Team sees notes, customer doesn't

Conversation History:

All past conversations with contact:
Contact profile → Activity → Communications tab

Shows:
- All SMS exchanges (date/time)
- Email history
- Phone calls
- Chat sessions

Full context for better service

Customer Service via SMS

Best Practices:

Response Time:

✅ Under 5 minutes: Excellent
✅ Under 30 minutes: Good
⚠️ Under 2 hours: Acceptable
❌ Over 2 hours: Too slow (customers expect SMS = fast)

Tone:

✅ Friendly but professional
✅ Use emojis sparingly (1-2 per message)
✅ Personalize (use name)
✅ Quick, concise answers
✅ Offer to call if complex issue

❌ Too formal/corporate
❌ Long paragraphs
❌ Jargon

Example Good Response:

"Hi Kamil! 👋

Great question! Our VIP package includes:
- 8 weekly coaching calls 
- 24/7 Slack access
- Custom playbook

Want more details? I can call you in 30 min or send full info via email?

- Anna"

Escalation:

IF: Complex issue (can't solve via SMS)
→ "This needs more discussion. Can I call you? 
    Or book 15-min call: {{calendar}}"

IF: Angry customer
→ Assign to manager immediately
→ Call within 5 minutes (don't do SMS)

IF: Technical issue
→ "Let me check with my team. I'll reply in 15 min with solution."

Automation + Human Hybrid

Smart Workflow:

TRIGGER: SMS received
    ↓
IF: Contains keywords (hours, pricing, book)
  → Auto-reply with info
  → TAG: "auto-handled"
  
IF: Contains "urgent" OR "problem"
  → Notify team immediately (push notification)
  → TAG: "needs-human"
  
IF: Question mark (?) AND no keyword match
  → Auto-reply: "Got your message! A team member replies within 30 min."
  → Assign to next available agent

Bulk SMS Conversations

When customer replies to campaign:

You sent: Broadcast SMS to 1,000 customers
50 people reply

Each reply creates individual conversation thread in inbox

Prioritize:
1. Questions (need answer)  
2. Interested (potential sale)
3. Complaints (damage control)
4. "Thanks" / general (nice to know)

Filter & Sort:

Conversations → Filters:

- Unread only
- Assigned to me
- Unassigned
- Contains keyword: "book"
- From campaign: "Feb Flash Sale"
- Date range: Last 24h

Helps manage high volume

Metrics to Track

RESPONSE TIME:
Average first reply: 8 minutes ✅
Average resolution time: 23 minutes

VOLUME:
Incoming today: 47 SMS
Handled: 45
Pending: 2

TEAM PERFORMANCE:
Anna: 18 conversations, 6 min avg response
Kamil: 15 conversations, 9 min avg response
Tomasz: 12 conversations, 12 min avg response

Conversation Checklist

Before ending conversation:

☑ Customer question answered?
☑ Next steps clear? (booked, emailed info, etc.)
☑ Follow-up needed? (set reminder)
☑ CRM updated? (notes, tags, custom fields)
☑ Conversation tagged as "closed"
☑ Internal notes added (if important context)

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Następny krok: 54. SMS z linkami - tracking kliknięć w SMS