Why bring SMS into a shared inbox
Some customers never install a messaging app and rarely open email, but they read every text. SMS works for appointment changes, delivery questions and quick confirmations. Answering from a shared inbox means texts are handled like any other conversation instead of living on one employee's phone.
How SMS works in Frosvo
Your Twilio number
Use an SMS-capable Twilio number or a Messaging Service. Frosvo checks Twilio's signature on every incoming message.
Picture messages
MMS images arrive in the conversation where Twilio supports them.
Numbers on contacts
The sender's phone number is saved on the contact, so the next text joins the same history.
Long texts
Replies up to 1,600 characters; carriers may deliver a long text as several parts.
Connect SMS in a few steps
In the desk: Channels → add SMS. Credentials are stored encrypted and never shown again in full.
- Buy or port an SMS-capable number in Twilio (or create a Messaging Service).
- Copy the Account SID and Auth Token from the Twilio console.
- Set the number's "A message comes in" webhook (HTTP POST) to the callback URL Frosvo shows you.
- Verify the connection and text your number.
Replies on this channel can be up to 1,600 characters.
One inbox for every conversation
SMS is one of 13 channels that share the same inbox as your website chat. Website visitors can be answered first by the AI assistant, which hands over to your team with the reason. Messages from SMS go straight to the team, who work them with assignment, private notes and saved replies in the shared inbox, and see every earlier conversation on the contact’s profile.
Questions about SMS
Do I need a Twilio account?
Yes. Frosvo sends and receives through your own Twilio account and number, so carrier registration and messaging costs stay with Twilio.
Can I keep my existing business number?
If you can port it to Twilio or host it there for messaging, yes. Twilio's documentation explains porting.
Can the team see who already answered a text?
Yes. Each text conversation can be assigned, and every reply shows who sent it.