Currently, we are not able to send SMS message to a customer directly as we send emails or make phone calls. Instead, to send SMS we need to create a trigger that will fire SMS when we create a dead end communication just to pull the trigger. If customer profile happens to have 2 or more phone numbers the trigger will fire SMS via the first phone number saved in the profile and if it is not mobile -- good luck SMS will fail. To send SMS to the second saved number presumably mobile the first number needs to be deleted and re-saved as non-first, etc...
Sending SMS feels more like a hack than a feature. But if we receive SMS from a customer we are able to respond to it in the same "normal" format we respond to emails/FB/TW messages -- that is good!
I think sending proactive SMS should be normalized and made similar to sending emails or making phone calls, right click on the handler (phone number, email address) and chose the action to take email/call/SMS etc.
Any chances to have simplified/normalized text/SMS channel in the near future?
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