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How to Set Up Two-Way SMS with Clients in MONDAi

Enable two-way SMS in MONDAi so clients and leads can text your business number and you can reply, with every message tracked in your CRM.

Two-way SMS means your clients and leads can text you and you can text back, with the whole conversation tracked in one thread inside your CRM. No personal phone number required. Every SMS interaction is recorded, searchable, and attached to the contact record.

SMS in MONDAi runs through GoHighLevel's Twilio-powered messaging infrastructure. Replies from contacts appear instantly in your Conversations inbox alongside their email and social messages.

Warning

A2P 10DLC Required for US Numbers

US business SMS requires A2P 10DLC registration to ensure delivery. Go to Settings → Phone Numbers to start registration. This process takes a few days and should be completed before relying on SMS in your business.

Steps

  1. Confirm your phone number is active

    Go to Settings → Phone Numbers. Your number should show as Active. If A2P registration shows as pending, complete that process first.

  2. Set up opt-in compliance

    Two-way SMS requires contacts have opted in to receive texts. In your forms and checkout pages, include an SMS opt-in checkbox with clear language. Contacts without SMS opt-in should not receive outbound texts.

  3. Send your first SMS from the inbox

    Open any contact's conversation in Conversations. Set the channel to SMS in the reply area. Type a message and click Send. Messages over 160 characters are split across segments automatically.

  4. Receive inbound texts

    When a contact texts your number, their message appears in Conversations automatically, attributed to their contact record. Reply the same way you would any other channel.

  5. Create SMS templates

    Go to Settings → Templates → SMS. Create templates for booking confirmations, reminders, and check-ins.

  6. Configure notifications

    Go to Settings → Notifications and confirm SMS inbox alerts are enabled.

Common mistakes
  • Texting contacts who have not opted in. TCPA compliance requires explicit SMS consent. Texting without it exposes you to legal risk.
  • Skipping A2P 10DLC registration. Unregistered US numbers face carrier filtering that causes messages to fail silently.
  • Messages over 160 characters. Long messages split awkwardly. Write SMS copy that works at 160 characters.

Still stuck?

Press ⌘K to search every article, or email support@mondai.io.

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