Use this article to turn on texting, reply to customers from the Upfirst inbox, and understand which texts Upfirst can see. You can reply yourself, or let your AI agent reply for you.
Important: Upfirst can only see and reply to texts sent to your agent's Upfirst number. If you forward calls to Upfirst from another number, like your business line or cell phone, only the calls are forwarded. Texts sent to that other number stay with that phone provider, and Upfirst can't see them.
How texting works
You can only reply to people who contacted you first. They need to text or call your agent's Upfirst number. Starting a new text conversation with someone who has never contacted you isn't available yet. It's coming in the future.
A conversation starts when:
Someone texts your agent's Upfirst number.
Someone calls your agent and the call is answered. Very short calls and calls marked as spam don't start a conversation.
Your replies go out from the agent's Upfirst number, not from your personal phone.
đĄTip: Have your agent text callers first. Set up a text your agent sends during calls, and ask the caller to reply to it. The conversation then lives on your Upfirst number, where you or the AI can keep it going. See How to use the "send texts" feature.
How to turn on texting
Texting turns on once two things are ready: your agent's phone number and a verified mobile phone.
Your agent's number
Only local US and Canadian numbers can text. Toll-free numbers can't. Upfirst registers your number for texting for you, so there are no forms to fill out. Until the number is ready, the inbox shows This agent can't reply to texts yet.
Verify a mobile phone
Open any conversation in Inbox and click Verify phone number. Enter a mobile number, then enter the 5-digit code we text you. You'll see Phone number verified. Texting is enabled. and get a welcome text.
Note:
Only the account owner can verify, and it's done once for the whole account. After that, everyone on your team can reply.
Landlines and internet (VoIP) numbers aren't accepted.
How to reply to a text
Go to Inbox. Text conversations are on the Chats tab, which opens first. The agent name on each conversation shows which Upfirst number it came in on.
Click a conversation, type your reply in the message box, and click Send. Each reply can be up to 306 characters, and the counter below the box shows how many you've used. There's no time limit, so you can reply to an old conversation too.
Note:
There's no "new message" button. You can only reply inside an existing conversation.
Texts only. You can't send pictures, and pictures people send don't show in the inbox.
How replying works when the AI is on
If your AI agent is replying in a conversation, you'll see AI is handling this conversation. Jump in to pause the AI. above the message box. When you send a reply, the AI pauses so you don't talk over each other. The conversation shows AI paused.
To hand the conversation back, click Resume AI at the top of the conversation. The AI replies the next time the customer texts.
Note: If the AI already handed the conversation off, it stays Handed off when you reply. Click Resume AI when you want the AI to take over again.
To turn on AI replies, see How to let your AI agent reply to texts.
How to close and reopen a conversation
When you're done with a conversation, click Close at the top right. To open it again yourself, click the check icon in the same spot (Reopen conversation).
A new text from the customer also reopens it. If the AI is on, it replies right away.
Troubleshooting
I can't see texts sent to my business number
Upfirst only receives texts sent to your agent's Upfirst number. Call forwarding doesn't forward texts. To move text conversations to Upfirst, have your agent text callers during calls and invite them to reply.
I see "Texting is not enabled yet"
The account owner hasn't verified a mobile phone yet. Ask them to open any conversation and click Verify phone number.
I see "This agent can't send texts yet"
Your agent's number is still being registered for texting, or it's a toll-free number. Only local US and Canadian numbers can text.
I see "You used all texts in your trial"
Free trials include 25 texts. Click Upgrade plan to keep texting. See Texting limits and rules.