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SMS & Messages User Guide

Beginner

This guide is for everyday users of Fusion Call. You do not need to be technical. Learn how to send texts, manage conversations, set up Twilio integration, create automated SMS campaigns, and handle inbound replies. Follow the steps in order the first time you set up texting.

SMS & Messages User Guide

This guide is for everyday users of Fusion Call. You do not need to be technical. Follow the steps in order the first time you set up texting.

What you can do with SMS in Fusion Call

FeatureWhat it does
Messages inboxSee all text conversations on your Twilio number(s) — sent from the app, from automations, or from other tools using the same Twilio account.
Send a one-off textCompose and send a single SMS from inside Fusion Call.
SMS campaignsAutomatically text a list of leads in steps (Message 1, wait, Message 2, etc.).
Inbound repliesWhen someone texts your Twilio number back, their reply can show in your inbox (after webhook setup).

Before you start — what you need

To use SMS in Fusion Call, you need the following:

1️⃣

Fusion Call Account

Log in at app.fusioncalling.com (or your custom domain)

2️⃣

Twilio Account

With at least one phone number that can send and receive SMS

3️⃣

Twilio Credentials

You will need three items from Twilio:

  • Account SID (starts with AC…)
  • Auth Token (secret — treat it like a password)
  • Your Twilio phone number in full format, e.g. +18335551234

💡 Tip: If you do not have Twilio yet, sign up at twilio.com, buy a number with SMS capability, and copy the three items above from the Twilio Console.

Part 1 — Connect your Twilio account

You only need to do this once (or when you change Twilio accounts or numbers).

Option A — From Settings (recommended)

  1. In the left menu, click Settings.
  2. Open the Twilio Credentials tab.
  3. Fill in:
    • Account SID
    • Auth Token
    • Twilio Phone Number (your main/default number, with country code, e.g. +1…)
  4. Click Save.
  5. You should see a success message.

Option B — From Messages

  1. In the left menu, click Messages.
  2. If Twilio is not connected yet, you will see a setup form — fill it in the same way as above and save.

After connecting

  • •Open Messages again. You should see your inbox (or an empty list if you have not texted anyone yet).
  • •If you have more than one Twilio number on the same account, use the number picker at the top of the conversation list to switch which line you are viewing.

ℹ️ Note: Your auth token is sensitive information — never share it with anyone. Treat it like a password.

Part 2 — Receive inbound texts (replies)

For incoming SMS (when someone texts your Twilio number), Twilio must know where to send that message. You configure this once per phone number in Twilio.

Steps in Twilio Console

  1. Log in to Twilio Console.
  2. Go to Phone Numbers → Manage → Active numbers.
  3. Click the number you use with Fusion Call.
  4. Scroll to Messaging configuration.
  5. Under "A message comes in":

    Webhook URL:

    https://app.yourdomain.com/api/incoming-sms

    (Use your Fusion Call domain if your agency uses a custom domain — ask your admin if unsure.)

    HTTP method: POST

  6. Save the number settings.

How to know it worked

  1. From your mobile phone, send a text to your Twilio number.
  2. In Fusion Call, open Messages and refresh if needed.
  3. You should see a conversation with that phone number and the reply inside.

ℹ️ Note: Outbound texts sent from other tools (Zapier, n8n, etc.) using the same Twilio number will also appear in Messages when you open or refresh the inbox — you do not need a separate setup for those.

Part 3 — Using the Messages inbox

Open Messages from the left menu.

Conversation list (left side)

  • •Each row is one person (phone number) you have texted or who has texted you.
  • •You will see the latest message preview and how long ago it was sent.
  • •Unread inbound messages are counted on each conversation (when configured).
  • •Use the search box to find a number quickly.
  • •Scroll down to load older conversations if you have many.

Reading and replying (right side)

  1. Click a conversation to open the thread.
  2. Scroll up to load older messages in that thread.
  3. Type at the bottom and press Send (or Enter) to reply.

Compose a new text (not from an existing thread)

  1. Use the compose option in the Messages area.
  2. Enter the recipient's phone number (with country code).
  3. Choose which Twilio number to send from (if you have more than one).
  4. Write your message and send.

Messages sent outside Fusion Call

If you send SMS from another app but use the same Twilio account and number, those texts will still show in Fusion Call when you:

  • •Open the Messages page, or
  • •Refresh the page after sending elsewhere.

✓ Tip: You do not need to send every text from inside Fusion Call for it to appear in the inbox.

Part 4 — SMS campaigns (automated texting)

SMS campaigns let you text many leads on a schedule — for example: first message immediately, second message 24 hours later, and so on.

Overview — the usual workflow

Connect Twilio  →  Create SMS campaign  →  Add leads  →  Configure messages  →  Start campaign  →  Turn on Auto SMS

Step 1 — Create an SMS campaign

  1. In the left menu, click Campaign.
  2. Click Create campaign (or similar button).
  3. Choose type SMS (not Voice).
  4. Enter a campaign name (e.g. "March follow-up texts").
  5. Select the From number — the Twilio line this campaign will send from.
  6. Create the campaign. You will be taken into that campaign's page.

⚠️ Note: You must connect Twilio first (Part 1). If you skip that, creation will ask you to connect.

Step 2 — Add leads to the campaign

  1. On the campaign page, import leads (CSV upload) or add them the same way you do for calling campaigns.
  2. Each lead needs a valid phone number.
  3. Leads stay in this campaign's list until they finish the sequence or are marked complete.

Step 3 — Configure SMS settings

Open the campaign's Settings tab (SMS settings panel).

Sending identity

  • •From number — Twilio line for this campaign (must match a number on your account).
  • •Complete lead on any reply — If turned on, when someone replies after the first outbound text, Fusion Call can mark that lead as completed so the sequence stops for them.

Message sequence

  • •Step 1, Step 2, … — Write the text for each step.
  • •Wait (hours) — After a step sends, wait this many hours before the next step (not used after the last step).
  • •You can use placeholders in the text, for example:
{{ first_name }} — lead's first name{{ name }} — full name{{ company }}, {{ phone }}, {{ email }} — custom fields from CSV

Example Step 1:

Hi {{ first_name }}, thanks for connecting. Reply if you have any questions!
  • •Click Add step for more messages in the sequence.
  • •Click Save SMS campaign settings when finished.

Sending schedule (optional)

  • •Default: texts can go out 24/7.
  • •To limit to business hours: set timezone, start time, and end time.
  • •Or click Send anytime (no window) to go back to 24/7.

Throughput (optional — for large lists)

These control how fast texts go out so you do not blast hundreds at once:

  • •SMS per batch — how many leads get a text in one automation run (default: 10).
  • •Minutes between batches — pause between batches (default: 10 minutes).
  • •Lead priority — which leads are texted first (e.g. oldest first).

Most users can leave defaults until they have a very large list.

Step 4 — Start the campaign

  1. On the campaign page, use Start (or Resume if you paused before).
  • •The campaign must be Active before automated sending runs.
  • •Only one SMS campaign should be "live" for automation at a time on your account (see Auto SMS below).

Step 5 — Turn on Auto SMS

At the top of the campaign page, find the Auto SMS switch.

  1. Make sure the campaign is Active (Step 4).
  2. Turn Auto SMS ON for this campaign.

What this means:

  • •Fusion Call sends texts on the server — you do not need to keep the browser open.
  • •Texts use the From number and sequence you saved in settings.
  • •If Auto SMS is already on for a different campaign, turn that one off first — only one SMS campaign can be armed at a time.

Step 6 — Watch progress

  • •On the campaign page, check lead status (pending, completed, etc.).
  • •Open a lead to see SMS activity for that person.
  • •Open Messages to read full two-way conversations with replies.

Pausing or stopping

  • •Pause the campaign to stop new automated sends for that list.
  • •Turn Auto SMS OFF to disarm automation (campaign can stay active for manual work).
  • •Edit the sequence in Settings anytime — save after changes.

Part 5 — Quick reference

I want to…Where to go
Connect TwilioSettings → Twilio Credentials
Read or send textsMessages
Set up inbound repliesTwilio Console → your number → webhook URL (Part 2)
Create automated textingCampaign → Create SMS campaign
Edit message stepsCampaign → Settings tab
Start sending to my listStart campaign + Auto SMS ON
See all texts (including from other tools)Messages (refresh if needed)

Part 6 — Common questions

❓ "I connected Twilio but Messages is empty."

  • •Send a test text from Messages compose, or wait until your campaign sends.
  • •Refresh the Messages page — the app loads recent history from Twilio.
  • •Confirm you selected the correct Twilio number in the picker (if you have more than one).

❓ "I sent texts from Zapier / n8n / another tool — will they show?"

Yes, if they use the same Twilio account and phone number you connected in Fusion Call. Open or refresh Messages.

❓ "Inbound replies are not showing."

  1. Check the Twilio webhook URL (Part 2) is exactly your Fusion Call URL ending in /api/incoming-sms, method POST.
  2. Send a test reply to your Twilio number.
  3. Refresh Messages.

❓ "Auto SMS is grayed out or won't turn on."

  • •Start or Resume the campaign so it is Active.
  • •Turn off Auto SMS on any other SMS campaign first.
  • •Confirm Twilio is connected and a From number is saved in campaign settings.

❓ "Texts only go out during certain hours."

Check the campaign Sending schedule. Use Send anytime (no window) for 24/7, or set your timezone and hours.

❓ "Someone replied STOP — what happens?"

Fusion Call recognizes common opt-out words (like STOP). Those leads can be marked so no more campaign texts go to them. You are still responsible for following texting laws and honoring opt-outs — see Part 7.

Part 7 — Important rules (please read)

⚠️ Legal & Compliance Notice

Texting has legal and carrier rules. You are responsible for how you use SMS:

  • •Only text people who agreed to hear from you (consent).
  • •Honor STOP and similar opt-out requests.
  • •Follow local laws about timing (e.g. quiet hours) and content.
  • •For US business texting, you may need A2P 10DLC registration in Twilio — check Twilio's guidance for your use case.

Fusion Call provides tools (inbox, campaigns, opt-out handling); it does not replace legal or compliance advice.

Part 8 — Getting help

If something still does not work after following this guide, contact your Fusion Call administrator or support and tell them:

  1. What you were trying to do (inbox, one-off send, or campaign).
  2. Your Twilio From number (last 4 digits are enough).
  3. Whether the problem is outbound, inbound, or campaign automation.
  4. The approximate time you tested.

Last updated for Fusion Calling — Messages, Twilio integration, and SMS campaigns.