Retino allows you to notify customers about the progress of their case resolution via SMS messages. This feature is useful for quickly communicating important information, such as confirmation of a claim acceptance or a change in ticket status.
Activating the SMS Module
To activate SMS functionality, you need to:
Go to the Settings > Marketplace section
Find and activate the SMS module
After activation, you can configure the sender name (e.g., your company name) in the module details.
Using SMS Messages
You can use SMS messages in two ways:
1. Manual Sending
After activating the module, a SMS tab will appear in the ticket detail, from where you can manually send messages.
Important Note. The SMS tab will only appear if the customer has a phone number filled in. If you don't see the tab, check if the customer's information includes a phone number.
2. Automated Sending
You can leverage the full potential of SMS messages by automating them:
Go to Settings > Automation
Click "Create trigger"
Set the desired action as the triggering event (e.g., "state change = accepted-refund")
Select "Send message template as SMS" as the resulting action
Prepare the message text (max. 160 characters, including the link to the ticket detail)
You can use the following tags for dynamic content in the SMS text:
[[code]] - ticket code
[[customer.name]] - customer name
[[customer.email]] - customer email
[[customer.phone]] - customer phone
[[order.code]] - order number
Retino will automatically append a link to the customer's ticket detail at the end of the SMS message.
SMS Message Pricing
The price for sent SMS messages is charged according to the current pricing:
Currency | Price per 1 SMS |
CZK | 2.40 Kč |
EUR | 0.11 € |
The amount for sent SMS messages is added to the invoice that Retino sends you monthly for its services.
Availability
You can send SMS messages from Retino to customers in Czechia and Slovakia. For other countries, this service is not yet available.
Technical Limitations
The maximum length of an SMS message is 160 characters (including the link to the ticket detail). When creating the message text, keep in mind that diacritics and special characters will be removed.