What Are Conversational SMS Messages?

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Conversational SMS messages are the messages you send to a customer in direct response to a text you have received from them.

In this sense, conversational taiwan telegram
SMS messages are strictly responsive, and are only ever sent in reply to customer texts.

In other words, unlike both promotional and transactional SMS messages, conversational messages are initiated by the customer, not the business.

As such, conversational SMS messages are used primarily for customer service purposes. A customer has a question, they send your business a text, and you reply via SMS to provide them with an answer.

Examples of Conversational SMS Messages
Customers have all sorts of questions they might ask a business, including the following:

1. Customer service inquiries:

“Hi [Business name], My order (#12345) seems to be delayed. Can you check on the status?”
“I have a question about your return policy. Can you explain it to me?”
“Having trouble logging in to my account. Can you help?”
2. Order tracking and confirmations:

“Is my order (#12345) ready for pickup?” (For businesses with in-store pickup)
“Did my order (#12345) ship yet?”
“Just placed an order! Can you confirm the details?”
3. Appointments and reservations:

“Can I reschedule my appointment for [date and time]?”
“How long is the wait for a table at your restaurant?”
“Confirming my appointment for [service] at [time].”
4. Product questions:

“Do these shoes come in a wider width?”
“Is this product available in your [store location]?”
“I need help finding the right size for [product].”
5. Feedback and reviews:

“Just wanted to say I loved my recent experience at your store!”
“Having some issues with your app. Can you look into it?”
“Not sure if this is the right channel, but wanted to give some feedback on your [product/service].”
Importantly, when your business receives any such texts, you must only reply with relevant information that answers the customer’s question and not include anything that would be considered promotional or transactional.

This is because there are different types of consent you must obtain from the customer depending on whether you want to send promotional, transactional, or conversational messages.

So, let’s now consider the types of consent you’ll n