Receive and reply to SMS responses

In this article, we explain how to receive the SMS responses of your contacts by receiving an email notification (recommended) or receiving an SMS. We also explain how to reply to SMS responses by email.

📥 Receive SMS responses

Via email [Recommended] Via SMS
❗️ Important
Brevo supports SMS responses via an email notification for contacts in the UK, France, US, Canada, Sweden, Norway, and French Polynesia.

You may receive responses to your SMS messages via an email notification on your Brevo login email address.

Enable SMS responses for SMS campaigns

  1. Go to Campaigns > Settings > Default settings.
  2. In the SMS Replies section, select Yes to receive replies to your SMS messages via an email notification.
  3. Click Save

Enable SMS responses for transactional SMS

  1. Go to Transactional > SMS > Settings.
  2. Select Configuration.
  3. In the Transactional SMS Replies section, select Yes to receive replies to your SMS messages via an email notification.
❗️ Important

When customizing the sender name of your SMS messages, make sure you use a phone number (e.g. +337119123456) and not text (e.g. MYCOMPANY). This phone number will then be automatically converted into a 5-digit short code on your recipient's side.
If you use a text sender, there will be no way to link the recipient to the sender and the SMS response will fail.

📤 Reply to SMS responses by email

❗️ Important
You cannot reply to SMS responses by replying to the notification email as the notification email is just used to notify the account owner of an SMS response. If you do reply to the notification email, Brevo Customer Care will receive the reply, not your contact.

To reply to SMS responses by email, you must:

  1. Grab the SMS number in the notification email.
  2. Look into your contact database to retrieve the email address of the contact who sent you the SMS.
  3. Directly reply to them by email.

🤔 Have a question?

If you have a question, feel free to contact our support team by creating a ticket from your account. If you don't have an account yet, you can contact us here.

If you’re looking for help with a project using Brevo, we can match you with the right certified Brevo expert partner.

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