SMS · Conversations
Answer business text messages from a shared team inbox
Bring your business SMS conversations into the same inbox as WhatsApp, email and social DMs. Your team can share the work, see the customer’s history and reply with help from Copilot.
What you can do with SMS
Texts in the shared inbox
SMS conversations sit beside your other channels, with owners, priorities and internal notes.
Routing and SLAs
Assign texts to people on shift with round-robin or fewest-open rules, and track when each reply is due.
Copilot in the reply box
Suggest, rewrite or translate a reply in one click. It only fills the box — your team decides what goes out.
Saved replies
Keep answers to common questions ready, so the whole team replies quickly and consistently.
Workflows and alerts
Send an after-hours reply, tag contacts, and alert your team in Slack or Microsoft Teams when a conversation needs attention.
Use cases
How teams use SMS in Open Motives
Pickup questions at a bakery
Customers text Kettle & Co. to check pickup times. Saved replies cover opening hours, and anything unusual goes to the person on shift.
Appointments for a clinic
A physiotherapy clinic answers texts about bookings from the shared inbox, so reception staff can cover for each other.
Order help for a shop
A shop sees the customer’s recent Shopify order beside an incoming text and answers without switching tools.
Setup
Connect SMS in minutes
No code needed. You can connect on the Free plan and invite your team later.
- 1Sign in at app.openmotives.com and choose your workspace.
- 2Add a channel and choose SMS.
- 3Connect your SMS number following the on-screen steps.
- 4Set routing rules, shifts and saved replies.
SMS questions
Can a team share one business SMS number?
Yes. Texts come into a shared inbox where each conversation has one owner, so several people can answer the same number.
Can I see texts alongside WhatsApp and email?
Yes. SMS sits in the same inbox as WhatsApp, Messenger, Instagram, Telegram, website chat and email.
Can AI help me reply to texts?
Yes. Copilot can suggest, rewrite or translate a reply, and nothing is sent until you press Send.
Is there a free plan?
Yes. The Free plan needs no credit card and includes the whole product with 2 connected accounts, 3 workflows, 500 contacts and 2 team members. Pro is $49 per workspace a month, with a 14-day free trial.
Related channels
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