Why can't people reply to my messages?

If your recipients cannot reply to your messages, it is almost always because you sent the message using a Custom Sender (an alphanumeric ID) instead of a standard phone number.

Alphanumeric Sender ID

• It's Not a Phone Number: A Custom Sender uses a name (like HelloSMS or your company's name) as the sender ID. Since this is a text string and not a valid telephone number, it is not technically possible for a mobile network to route a reply back to it.
• One-Way Communication: Custom Senders are designed strictly for one-way communication, such as marketing campaigns, notifications, or alerts where a reply is not expected.

How to Enable Replies

If you want recipients to be able to reply, you must send the message using a Phone Number (a numeric sender ID):

1. Use a Standard Phone Number: When composing your message in the "New SMS" view, ensure you select one of your available phone numbers (typically your main account number) as the sender.
2. Two-Way Conversations: Sending from a phone number automatically enables two-way communication, allowing replies to appear in your Conversations view.

To receive replies and enable two-way communication, always select an actual phone number, not a Custom Sender, as your message identity.

Learn More

See the following articles to learn more:

• Manage Phone Numbers
• Custom Sender Overview
• Manage Custom Senders (Alphanumeric)