Sending an SMS to a Contact in Vanillasoft

Vanillasoft allows Callers and Admins to send SMS messages directly to contacts from within the platform. Unlike email, SMS replies from contacts come back into Vanillasoft, so the full conversation stays in one place and can be continued at any time.

Send an SMS as an Admin

  1. Log in to Vanillasoft as an Admin.

    • If you are logged in as a Caller, switch to Admin from the top menu.

  2. Select the Project where the contact is located.

  3. If you're not already on the Search Contacts page, open the Contacts & Reports menu and select Search Contacts.

  4. Enter the contact's information and click Search.

  5. Click the contact card icon next to the contact to open their profile.

  6. Select the SMS tab at the top of the contact's profile.

  7. Type your message in the text field, or click Templates to select a pre-built template.

  8. When you are ready, click Send.

If the contact replies, their message will appear in the contact's profile under the SMS tab. You can continue the conversation from there as needed.

Send an SMS as a Caller

  1. Log in to Vanillasoft as a Caller.

    • If you are logged in as an Admin, switch to Caller from the top menu.

  2. From the main Caller screen, click the SMS icon next to the contact's phone number.

    • If there is no SMS icon visible, your Admin will need to configure SMS for your account. Refer to the Setting Up SMS in Vanillasoft article for instructions.

  3. An SMS window will open in the panel. Type your message directly in the text field, or click Templates to select a pre-built template.

    • Templates will show whether they were created by you or by your Admin. Select the one you want to use as a starting point, then edit as needed.
  4. When you are ready, click Send.

If the contact replies, their message will come back into Vanillasoft and appear in the contact's profile. You can continue the conversation directly from the contact screen, or click MySMS at the top of the page to view all your SMS conversations and reply from there.

To get more out of your SMS outreach, refer to the Creating an SMS Template in Vanillasoft article to build reusable templates that speed up your workflow. For guidance on keeping your messages compliant and deliverable, refer to the SMS Compliance and Best Practices article. For additional support, contact Vanillasoft Support.

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