MTS "Marketer" platform enables businesses to receive inbound SMS sent by customers. Once a business creates and registers a sender ID, customers, employees, or survey respondents can reply to that ID via text message. Businesses can view these replies in their personal platform account, or integrate inbound messages into their own CRM, customer service systems, or business applications via API to enable automated processing and two-way interaction.
A sender ID is the text identifier that appears on customers' mobile phones to represent a business. For businesses that wish to receive customer replies, the sender ID must be enabled with inbound SMS functionality; not all one-way marketing or notification sender IDs support replies by default. Businesses need to create the corresponding sender ID on the platform, submit review materials, and complete the setup in compliance with MTS's technical and content rules.
Inbound SMS can be applied in a variety of business scenarios. For example, users can reply to confirm appointments, complete short surveys, request a callback, submit service feedback, reply with keywords to receive materials, or have initial interactions with customer service chatbots. Compared with one-way SMS that only sends web links, two-way SMS is more user-friendly for those who have limited access to mobile internet or prefer not to install apps. However, businesses also need to establish mechanisms for timely responses, sensitive word recognition, and transfer to human agents.
With API integration, businesses can automatically route customer replies into ticketing systems, CRM tags, order management systems, or risk control workflows. For example, logistics companies can receive replies such as "confirm" or "reschedule"; retail businesses can collect satisfaction feedback; customer service teams can automatically generate tasks based on keywords. Businesses should set access permissions, data retention periods, and log audit mechanisms to avoid unnecessary exposure of customers' phone numbers, complaint details, or identity information.
When using inbound SMS, businesses must also comply with personal information and anti-spam requirements. Marketing messages should only be sent with prior customer consent; a customer's reply does not automatically constitute consent to receive all subsequent advertising. Businesses should also clearly inform users of potential carrier fees for sending replies, and avoid requesting users to send passwords, bank card details, or one-time passcodes (OTP) via SMS.
