Shape makes it easy to send, receive, track, and manage SMS and MMS conversations directly from your CRM.
Users can text customers from list pages, individual records, the SMS Inbox, and the right-hand messaging panel. Incoming replies can appear automatically, conversation history stays tied to the record, and users can see helpful context such as who sent an outbound message and which Shape number received an inbound reply.
Shape also includes tools for bulk texting, templates, mobile texting, opt-out management, reporting, and automated text workflows.
Why Use Texting in Shape?
Texting is often one of the fastest ways to reach a customer, especially when calls go unanswered or an email does not require an immediate response.
Using Shape for texting keeps the conversation connected to the CRM instead of spreading communication across personal phones or separate messaging apps.
That gives your team:
- Centralized SMS and MMS history
- Faster access to recent inbound replies
- Visibility into who sent a message
- Visibility into which Shape number a customer replied to
- Text templates
- Voice-to-text dictation
- Bulk texting
- Automated text campaigns
- Text opt-out tracking
- SMS reporting
- Mobile app access
Your text activity can also be reviewed alongside calls, emails, notes, and other CRM activity.
Where Can I Send and Receive Text Messages?
Shape provides several ways to work with text conversations.
SMS Inbox
The SMS Inbox gives you a dedicated workspace for reviewing and responding to text conversations.
It is useful when you are working through multiple replies and want to move quickly from one conversation to another.
Right-Hand Messaging Panel
Use the messaging icon on the right side of Shape to open the texting panel without leaving the page you are currently working on.
This is helpful when you are working in a report, list, dashboard, or other area and need to quickly review or respond to a text.
Record Details
Open an individual record and use the messaging area to review its text history and send a new message.
This is useful when you are already working directly within that customer’s CRM record.
List Pages
Supported list pages allow you to open the 1:1 Text pop-up directly from the list.
From there, you can review previous conversation history, select a template, and send a message without opening the full record.
Mobile App
Shape’s mobile app also includes texting functionality so users can continue managing conversations away from their desktop.
The texting area in the mobile app supports the same general filtering and workflow concepts available in the web experience.
Using the SMS Inbox
The SMS Inbox is designed to make it easier to find conversations that actually need attention.
Recent Replies Is the Default View
The SMS Inbox defaults to Recent Replies.
Recent Replies focuses on records that have sent an inbound message and have not yet received an outbound response.
Conversations are shown with the newest replies first.
This gives users a practical working queue instead of requiring them to search through every recently sent or received message.
Why Recent Replies Is Helpful
Imagine your team sends hundreds of messages throughout the day.
A simple “Today’s Messages” view can become cluttered with outbound activity that does not require action.
Recent Replies instead helps answer: who texted us back, and who still needs a response?
That makes it especially useful for high-volume sales and service teams.
Incoming Texts Update Automatically
Inbound text responses should appear automatically in supported texting views.
You should not need to continually refresh the page while actively texting back and forth with someone.
This applies across supported areas such as:
- SMS Inbox
- Right-hand messaging panel
- Record texting areas
This makes live text conversations much easier to manage.
If a new response does not appear as expected, confirm that you are viewing the correct conversation and contact Shape Support if the issue continues.
Loading More Conversations
To keep texting pages responsive, Shape initially loads a limited number of conversations.
The SMS Inbox and applicable messaging panels show 20 conversations at a time.
When you need to see older activity, select Load More.
Each selection loads another 20 conversations while retaining the conversations already displayed.
For example:
- Initial view: 20 conversations
- Select Load More: 40 conversations
- Select Load More again: 60 conversations
This gives users access to deeper history without forcing the page to load an unnecessarily large number of conversations at once.
Searching and Filtering Text Conversations
Use the available search and filtering controls to narrow the texting area.
Depending on the view and your system configuration, available filters may include options such as:
- Recent Replies
- Date ranges
- Assigned users
- Other supported texting filters
The goal is to help users quickly find the conversations they need without loading or searching through every SMS record in the system.
Sending a Text Message
Open the applicable texting area and select the customer you want to message.
Enter your message in the reply box and send when ready.
The text composer is designed to expand as you type so longer messages remain visible while you are editing them.
This means you can review more of the message before sending rather than working within a tiny fixed-height text box.
Using Text Templates
Templates are useful when your team frequently sends similar messages.
From supported texting areas, select an available template and then review or customize the content before sending.
Templates can help with:
- Initial outreach
- Appointment confirmation
- Follow-up
- Document reminders
- Re-engagement
- Common customer questions
- Other recurring communication
Always review the final message before sending, especially if the template contains merge fields.
Voice-to-Text Dictation
If you prefer to speak instead of type, use the microphone option.
Start dictation and speak your message.
When finished, review the generated text before sending it.
This can be particularly convenient in the mobile app or when sending longer personalized replies.
Sending MMS Messages
Shape supports MMS messaging for supported media types.
Depending on the recipient’s carrier and device, MMS can include formats such as:
- JPEG
- PNG
- GIF
- Other supported image, audio, or video formats
Carrier and device capabilities can affect whether a particular MMS message is successfully delivered.
Understanding Who Sent a Text
Outbound text history can show who actually sent the message.
For user-generated texts, Shape can display the user’s name.
For messages generated automatically by Shape, the sender can display as System.
This makes it easier to understand whether a text was sent manually by a user or automatically through a workflow.
This information is useful in areas such as:
- SMS Inbox
- Texting panels
- Record conversation history
- Contact Log
Understanding the “Replied To” Number
Organizations often use multiple Shape phone numbers.
When a customer sends an inbound text, Shape can display a Replied To value showing the actual Shape phone number that received the message.
This is not necessarily the assigned user’s current default SMS number.
The value reflects the number the customer actually texted.
You may see this information in supported SMS views including:
- Record details
- Right-hand message panel
- SMS Inbox
- 1:1 Text pop-up on list pages
Why Replied To Matters
Suppose your organization has multiple:
- Branch numbers
- User numbers
- Campaign numbers
- Shared messaging numbers
A customer may be replying to a number that is different from the assigned user’s current sending number.
The Replied To field removes the guesswork and gives users more context about where the inbound conversation originated.
Text Notifications
Users can configure notifications for new incoming texts from their user profile.
Depending on your settings, notifications may be available through:
- Text
- Popup
- Mobile push notification
When an email notification includes a View Text action, the link can take you directly to the applicable customer record rather than simply opening the general SMS Inbox.
This makes it faster to respond with the appropriate record context.
Sending Texts in Bulk
Shape supports bulk texting from supported list pages and reports.
Bulk texting is useful for audiences that need the same or similar communication.
For example:
- Appointment reminders
- Customer updates
- Campaign follow-up
- Event reminders
- Past customer outreach
Shape controls bulk sending speed to support messaging performance and carrier requirements.
Because bulk messages are queued rather than all being submitted at the exact same instant, larger sends can take time to complete.
SMS and 10DLC Registration
Businesses sending application-to-person SMS in the United States may need applicable 10DLC registration.
Shape checks the available sending numbers when sending certain notifications or messages.
If the configured default number is approved for applicable messaging, Shape can use it normally.
If that default number is not eligible, Shape can look for another eligible number available within the system for applicable notification workflows.
If no applicable business number is available for a supported system notification, Shape may use a Shape-managed sending number for that notification.
Usage associated with applicable messages still counts toward the organization’s messaging usage.
For help with 10DLC registration or number configuration, contact Shape Support.
Text Message Delivery Errors
Several different issues can prevent a text from sending.
Shape attempts to provide a more specific error message depending on the type of issue detected.
Prohibited Message Content
If Shape detects content that falls under an applicable blocked or prohibited messaging rule, you may see: “Oops! Prohibited message content detected. Please rewrite your message and try again.”
Rewrite the message and try sending again.
10DLC or Unsupported Content Error
For other applicable delivery issues, you may see an error indicating that the message may be using a number that is not properly registered for 10DLC or may contain unsupported characters.
If the message appears normal and the problem continues, contact Shape Support so the sending number and message can be reviewed.
Duplicate Message Protection
Shape includes protection against sending the same message repeatedly to the same number within a short period.
If you receive a duplicate attempt error, change the wording before trying again.
This is intended to reduce accidental repeated messaging.
Message Length
Very long text messages may be restricted.
If Shape indicates that the message is too long, shorten the content and try again.
The current texting guide notes a maximum of 700 characters for the applicable send workflow.
SMS Opt-Out Handling
Shape automatically handles supported opt-out keywords when they are received by your Shape number.
Supported opt-out keywords include:
- STOP
- CANCEL
- END
- QUIT
- UNSUBSCRIBE
When an applicable opt-out is received, Shape records the texting opt-out and prevents applicable future SMS communication to that number.
Opting Back In
Depending on the messaging provider and existing opt-out state, a customer can restore messaging eligibility by sending an applicable opt-in keyword to the same number.
Supported keywords can include:
- START
- YES
- RESUME
- RESUME ALL
- UNSTOP
- GO
Once the applicable opt-in is received, the number may again become eligible to receive SMS from the number that was previously blocked.
Managing Text Opt-Outs From Reporting
Shape’s Text Message Report can also help administrators identify failed or problematic SMS activity.
Authorized users can select applicable report rows and apply Text Opt-Out in bulk.
This can be useful when cleaning communication lists after identifying numbers that should no longer be used for texting.
For example:
- Open the Text Message Report.
- Filter for failed messages.
- Review the affected records.
- Select the applicable rows.
- Apply Text Opt-Out.
Use this intentionally. A delivery failure can happen for several reasons, so review the records before applying an opt-out in bulk.
Text Message Reporting
Shape’s SMS reporting provides additional visibility into message activity.
Depending on the report, you can review information such as:
- Recipient
- Sending user
- Send method
- Date
- Status
- Failed messages
- Other applicable message details
This can help managers investigate delivery issues, understand text volume, and clean up contact data.
Automated Texting
Text messages can also be sent through Shape automation, including supported:
- Drip Campaigns
- Triggers
- AI texting workflows
- Other automation
Automated activity remains connected to the record so users can see what has already been sent before replying manually.
When sender details are available, system-generated messages can be identified as System rather than appearing as if a specific user manually sent them.
Stop a Drip Campaign When Someone Replies
Drip Campaigns can optionally use Stop Upon Text Response.
When enabled, an inbound text reply immediately stops the remaining steps of that drip campaign for that contact.
This is useful when the purpose of the automation is to generate a conversation and a user should take over after the customer replies.
A normal reply does not automatically opt the customer out of texting. It simply stops that applicable drip campaign when the setting is enabled.
Texting in the Mobile App
Shape’s mobile app supports texting so users can manage conversations when they are away from their desktop.
The mobile texting experience uses the same general filters and workflow concepts as the desktop experience, making it easier to transition between devices.
Users can receive push notifications and respond directly from their mobile workflow when applicable.
Texting Best Practices
Work Recent Replies First
Recent Replies is designed to show customers who have sent an inbound message and still need an outbound response.
This makes it a useful starting point for daily text follow-up.
Review the Conversation Before Replying
Read the recent history before responding, particularly if the conversation includes both manual and automated messages.
Check Who Sent the Last Message
Use sender information to determine whether the previous outbound message came from another user or from an automated Shape workflow.
Check Replied To When Multiple Numbers Are Used
If your organization has several SMS numbers, review the Replied To value before assuming which number the customer is responding to.
Use Load More Instead of Expanding the Date Range Indefinitely
Load More allows you to access additional conversations while keeping the texting interface performant.
Keep Messages Clear and Conversational
Avoid unnecessarily complex formatting or content that could be interpreted as prohibited by carriers or messaging providers.
Use Templates as a Starting Point
Templates save time, but personalize them when appropriate.
Respect Opt-Outs
Do not attempt to work around a text opt-out by switching to another Shape number.
Communication preferences should be treated as customer-level instructions within your organization’s applicable compliance process.
Investigate Failed Messages
Use SMS reporting to identify failed communication and determine whether the issue is:
- Contact data
- 10DLC registration
- Unsupported content
- A carrier issue
- Another configuration problem
Frequently Asked Questions
Where can I text someone in Shape?+
You can text from the SMS Inbox, right-hand messaging panel, supported list pages, individual records, and the Shape mobile app.
What is Recent Replies?+
Recent Replies shows records with an inbound text that has not yet received an outbound response, generally ordered with the newest replies first.
Does the SMS Inbox update automatically?+
Yes. New inbound messages should appear without requiring a page refresh in supported texting views.
Why can I only see a limited number of conversations?+
Shape initially loads 20 conversations to help maintain performance.
Use Load More to load another 20 conversations at a time.
Does Load More replace the conversations I already see?+
No. Additional conversations are appended so you can continue scrolling through the cumulative history.
Can I see which Shape number a customer texted?+
Yes. For supported inbound SMS views, the Replied To field shows the actual destination Shape number that received the reply.
Is Replied To always the assigned user’s default number?+
No. It reflects the phone number the customer actually texted.
Can I see who sent an outbound text?+
Yes. Supported SMS history can display the sending user’s name. System-generated messages can display as System.
Do inbound replies appear in real time?+
They should appear automatically in supported texting areas without requiring you to refresh the page.
Can I use text templates?+
Yes. Templates are available from supported texting areas.
Can I dictate a text message?+
Yes. Use the microphone option for voice-to-text dictation where available.
Can I send pictures?+
Yes. Shape supports MMS for supported image and media formats. Carrier and device limitations can affect delivery.
Can I send texts in bulk?+
Yes. Bulk SMS is available from supported list and reporting workflows. Larger sends are queued and may take time to process.
Can I receive a notification when someone texts me?+
Yes. Users can configure applicable text, email, popup, or mobile push notifications from their profile.
Where does the View Text button in an email notification take me?+
It can open the specific related record so you have the appropriate context for the message.
What happens when someone texts STOP?+
Shape records the applicable text opt-out and prevents future eligible SMS messages to that number.
How can someone opt back in?+
Depending on the opt-out state and provider behavior, the customer can send an applicable keyword such as START, YES, RESUME, UNSTOP, or GO to the same number.
Why am I seeing “Prohibited message content detected”?+
Shape detected content that may fall under an applicable prohibited messaging rule.
Rewrite the message and try again. If you believe the message is being blocked incorrectly, contact Shape Support.
Why am I seeing a 10DLC or unsupported-character error?+
The sending number may not be properly registered for applicable business texting, the message may contain unsupported content, or another delivery issue may be present.
Contact Shape Support if the issue is not obvious.
Why did I receive a duplicate attempt error?+
Shape includes protections against sending the same message repeatedly to the same number within a defined period. Change the wording and try again.
Can I opt several failed numbers out at once?+
Yes. Supported SMS reporting allows authorized users to select applicable records and apply Text Opt-Out in bulk.
Does Shape automatically stop a drip when someone texts back?+
Only when Stop Upon Text Response is enabled for that Drip Campaign.
Can I use texting from the mobile app?+
Yes. Shape’s mobile app supports texting and applicable conversation filtering.
Keep Text Conversations Easy to Work
Texting works best when users can see new replies quickly, understand the context of the conversation, and respond without unnecessary navigation.
Shape’s texting tools are designed around that workflow.
Recent Replies helps surface customers waiting on a response. Inbound messages can update automatically. Load More provides deeper history without sacrificing performance. Sender details and Replied To information provide context when multiple users, automations, or phone numbers are involved.
Combined with templates, MMS, mobile access, bulk SMS, opt-out handling, automation, and reporting, Shape gives teams one place to manage both individual text conversations and higher-volume messaging workflows.