SMS Caller ID is the Shape phone number that is associated with the user. Shape uses regular ten-digit phone numbers called long codes. Long codes are capable of sending and receiving texts and voice calls. The SMS Caller ID Number selected for the user is the number that will show when that user texts records, unless that user has local presence settings turned ON.
Shape texting is conversational (two-way). Messages are sent at a frequency of no more than one message every 4 seconds, per number. Shape’s message queue is the rate at which SMS messages are delivered. Ideally, each user should have their own dedicated SMS number due to the messaging queue frequencies.
Additionally, if you are having issues with inbound call routing, define users to have a unique SMS Caller ID. After, set up an inbound call route that flows directly to that user that sent the text. If not using verified call number, match users’ caller ID for outbound calling and SMS caller ID so that users can have a dedicated inbound call route that calls only to that user.
Users can find their SMS ID in their profile pages under “Phone Settings.” Admins and users with access to the “Manage Call Settings” settings page can also define caller ID and SMS ID numbers on that settings page in the “User Caller ID Settings” section.