SMS

SMS customer messaging software

Send order updates, reminders and notifications by SMS from your own Twilio account, with consent checks and delivery tracking recorded against the customer.

Book a demo →See integration status

Available for outboundThrough your Twilio account

BRIGHTSIDESMS

Spring sale starts Friday. Use code SPRING10 for 10 percent off. Reply STOP to opt out.Delivered

Your order 4903 is out for delivery today before 5pm.Delivered

1,230delivered14skipped, opted out

Text message

Brightside Supportonline

Hi, my order 4821 was meant to arrive yesterday. Where is it?

Hello Mercy, I have your order open. Checking with the courier now.10:42 ✓✓

Track orderTalk to an agent

Thank you!

Message

What you get

What the SMS channel does today.

Outbound SMS through your Twilio account
Campaign sends with delivery tracking
Opted-out customers skipped automatically
The message identifier recorded for every send

What you need

Requirements before you connect.

A Twilio account SID and auth token
A sender number in E.164 format

How it works

From connection to conversation.

Connect

Add your Twilio credentials and sender number in the workspace.

Choose recipients

Build an audience from customers, labels or a segment. Opted-out customers are skipped.

Schedule

Send now or schedule outside quiet hours and within the send-rate limit you set.

Track

See delivery status per recipient and retry failures.

Limits and what is planned

Today SMS is used for outbound notifications and campaigns. Two-way SMS conversations are planned.
Sender registration and delivery rules vary by country and operator.

Questions

About SMS on KitoDesk.

Can customers reply to an SMS in KitoDesk?

Not yet. Two-way SMS conversations are planned. Today SMS is for outbound notifications and campaigns.

Do we need our own SMS provider?

Yes. KitoDesk sends through your Twilio account.

Other channels

One inbox, every channel.

Available. Requires a Meta WhatsApp Business account.

Email

Available with setup. Outbound through Resend, inbound through a webhook.

Website live chat

Available. Embeddable chat widget.

Enough reading, see it live

Send the message once, to the right people.

Tell us what you send by SMS today. We will show it scheduled, consent-checked and tracked per recipient.

Book a demo →Talk to sales

Built around your own workflow
Security and rollout questions answered
No obligation

app.kitodesk.com / Inbox

Inbox24 open

MineUnassignedAll

Mercy Wanjiru2m

Order 4821 not delivered

John Otieno9m

Cannot log in to my account

Grace Achieng21m

Thank you for the quick help

Chat

Peter Mwangi1h

Do you open on Sundays?

SMS

Faith Kamau2h

Missed call, returned

Voice

Mercy WanjiruWhatsApp · Support team · Open

SLA 2h 10m

Hi, my order 4821 was meant to arrive yesterday. Where is it?

Hello Mercy, I have your order open. Checking with the courier now.

Private note · Grace W.: courier confirmed, redelivery set for tomorrow

Kito AI suggested reply

Your order 4821 is out for delivery today before 5pm. I have sent the tracking link to your phone. Anything else I can help with?

UseGrace

Your order 4821 is out for delivery today before 5pm. I have sent the tracking link to your phone. Anything else I can help with?Delivered

Write a reply or type / for macrosSend

Kito Cases / CS-1042

CS-1042 · BillingRefund not received

High

NewIn progressPending customerResolved

Resolution due in3h 12m

68% of SLA used

AssigneePO Peter Otieno

CategoryBilling

SourceWhatsApp

Time logged0h 42m

Timeline

Case created from conversation10:02

Assigned to Billing team10:04

Note: refund under review10:31

SLA at 80% warning sent12:40

Billing teamKito AI