FAQ

Can I see reports for the Twilio SMS channel?

Chats from SMS also show up in reports like other chats. All the same metrics apply.

Will SMS-related chats be available in the Archives?

You can chats from SMS just as you would close other chats. You’ll find SMS chats in the archives as well. Just as with normal chats, you can open SMS chats from archives and start chatting again.

Twilio SMS channel limitations

There are a few differences between the Twilio SMS channel and Chat Widget conversations:

• Rich text messages won’t work (please check your chatbots for SMS channels)

• Attachments can’t be sent

• Messages have to be less than 1600 characters

• Welcome messages won’t be sent

• Pre- and post-chat surveys won’t be sent