waveline

Messaging

Sending Messages

Send external SMS or MMS from an inbox number, or start internal team messages when the conversation is only for Waveline teammates.

Before you begin

  • The sending inbox needs an active phone number.
  • Business SMS should be registered through Trust Hub and campaign registration before customer outreach.
  • You need permission to send messages from the selected inbox.

Where to find it

Go to Phone -> Messages. Start a new message, choose the sender/inbox, and select an external contact or teammate depending on the conversation type.

Step-by-step

  1. Open Messages.
  2. Choose New Message or open an existing conversation.
  3. Select the inbox or number that should send the message.
  4. Enter a contact, phone number, or internal teammate recipient.
  5. Write the message and attach media if needed.
  6. Send and watch the conversation for delivery status or replies.

What happens next

  • External conversations stay connected to the inbox number used for the thread.
  • Internal conversations stay inside Waveline and are separate from customer SMS.
  • Carrier filtering may affect external SMS when registration, consent, or content is not compliant.

Best practices

  • Use clear opt-in language and send only to contacts that agreed to receive messages.
  • Avoid public URL shorteners, suspicious links, and sudden high-volume sends.
  • Use templates or snippets carefully so messages still feel relevant to the recipient.

Troubleshooting

  • If send fails, check inbox number assignment, campaign registration, and recipient number format.
  • If messages are delayed, review deliverability guidance and carrier registration status.
  • If the wrong number sends the message, check the selected inbox before sending.
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