Netgsm SMS

With Netgsm connected, your team gets an SMS when a conversation is handed over, and the agent can send the customer a short SMS — for example an address, booking details or an order number.

Connect

Use a Netgsm API sub-user:

1. In the console go to Settings → Integrations → Netgsm SMS.
2. Enter the User code (usually your 850 number), the API password and a Sender name Netgsm has approved — exactly as Netgsm lists it.
3. We ask Netgsm for your approved sender names before saving. If the name is not on the list, the error shows the approved ones.

IP restriction

If your Netgsm account only accepts API calls from listed IPs, allow this server first — otherwise connecting fails.

Handoff texts

On the integration’s page, add up to 5 staff numbers under Handoff texts — Turkish mobile numbers only, one per line. When a conversation is handed to your team, each number gets an SMS with the agent, the masked customer and a link to the conversation. With no numbers, no SMS goes out on handoff.

SMS to the customer

• The agent can only text the number the channel has verified — it cannot choose a number. Today that means WhatsApp customers.
• It first tells the customer exactly what the SMS will say and waits for a clear yes.
• One SMS per reply, at most 450 characters, plain text.
• Only for information the customer asked for, never for promotions or offers.

Note

Every text is sent as informational (İYS filter 0). Promotional texts need İYS consent and are not sent from here.