Phone System and SMS — StudioM Platform Guide¶
Who this guide is for: Anyone sending SMS messages or making/receiving calls through the StudioM platform. Time to read: Approximately 7 minutes
What Is the Phone System?¶
The platform includes a built-in phone system that lets you send and receive SMS messages and make calls — all from within the platform, without needing a separate phone service or switching apps.
Every SMS and call is automatically logged against the relevant contact record, so your team always has the full communication history in one place.
Need StudioM Support for This? Your phone number, SMS setup, and carrier compliance registration are all handled by StudioM. Contact us if you need a new number added, if you're experiencing delivery issues, or if you need to make changes to your phone setup.
How to Get There¶
- Send an SMS: Open any contact → Conversations tab → select SMS channel → type and send
- View all conversations: Conversations (left sidebar) → filter by SMS
- Make a call: Open a contact → click the phone icon
Sending SMS Messages¶
Manually to a Single Contact¶
- Open the contact record
- Click the Conversations tab (or open from the Conversations inbox)
- Make sure the channel is set to SMS
- Type your message and click Send
Scheduling an SMS¶
When composing an SMS: 1. Click the clock icon (or Schedule button) 2. Pick the date and time to send 3. Confirm — the message is queued and sends automatically
Using SMS Templates¶
Save time by creating reusable message templates: 1. While composing, click the Templates icon 2. Select a saved template 3. Edit as needed and send
To create new templates: Settings → SMS Templates
Sending SMS in Bulk¶
To send an SMS to a group of contacts at once, use a workflow or a campaign rather than sending one-by-one. See the Workflows guide for how to set up automated bulk messaging.
SMS Best Practices¶
Message Length¶
- 160 characters = 1 SMS segment (standard rate)
- Longer messages = multiple segments joined together — they arrive as one message but cost proportionally more to send
- Keep messages concise and action-focused
Personalisation¶
Use merge tags to personalise messages automatically:
- {{contact.first_name}} — inserts the contact's first name
- {{contact.business_name}} — their business name
Example: "Hi {{contact.first_name}}, just a reminder your appointment is tomorrow at 10am. Reply to confirm or call us on 1300 XXX XXX."
Timing¶
- Send SMS during business hours (9am–8pm in the recipient's timezone)
- Avoid early morning, late night, and weekends unless the context is time-sensitive
- Appointment reminders are most effective 24 hours and 1 hour before the appointment
Compliance¶
All SMS sent through the platform must follow these rules: - Only message people who have opted in — never purchase contact lists and blast them - Always honour opt-outs — if someone replies STOP, they are automatically removed from future messages - Include your business name in messages where the recipient might not recognise the number - No prohibited content — gambling, adult content, or anything that violates carrier policies will cause your number to be flagged
Receiving SMS and Calls¶
Inbound SMS¶
Incoming SMS messages appear in your Conversations inbox automatically. They're labelled as SMS and linked to the contact record.
Set up notifications so you're alerted when new messages arrive: - Desktop notifications: allow in your browser settings - Mobile push notifications: enable in the mobile app - Email notifications: configure in Settings → Notifications
Inbound Calls¶
When a call comes in to your platform number: - Your browser or mobile app rings (if you have the dialler enabled) - Missed calls are logged in the contact's conversation record - Voicemail messages are stored and playable from the contact record
Making Outbound Calls¶
- Open a contact record
- Click the phone icon (dialler)
- The call connects through your browser or mobile app
Call recording: Outbound calls can be recorded automatically (configured by StudioM). Recordings are stored against the contact record.
Voicemail¶
If your number is called and not answered, callers can leave a voicemail: - Voicemail messages appear in the contact's conversation record - You can listen directly from the record - The message is transcribed automatically (if enabled)
Missed Call Text-Back¶
A popular automation: when someone calls your number and doesn't get an answer, the platform automatically sends them an SMS within seconds — so they know their call was noted and they'll hear back shortly.
Need StudioM Support for This? Missed call text-back is a workflow automation that StudioM sets up for you. Contact us if you'd like this enabled or if the message needs updating.
Troubleshooting SMS Delivery¶
If SMS messages aren't being delivered:
| Issue | What to Check |
|---|---|
| Message shows "Failed" | The number may be invalid; check it has the correct country code format |
| Contact has DND enabled | Check the contact record — if DND (Do Not Disturb) is on for SMS, messages won't send |
| Messages not arriving | Contact StudioM Support — there may be a carrier or compliance issue |
| Contact replied STOP | They've opted out; messages are blocked. You cannot message them via SMS unless they re-opt-in |
Common Questions¶
Q: Can I text from my own mobile number? No — SMS is sent from your dedicated platform number. This keeps your personal number private and all messages are logged in the CRM.
Q: Can I send SMS to international numbers? International SMS sending depends on your number configuration and the destination country. Contact StudioM Support if you need to message international contacts regularly.
Q: What happens if I go over my SMS limit? StudioM manages your SMS allocation. Contact us if you're sending high volumes and want to review your plan.
Q: Can contacts reply to automated SMS messages? Yes — any reply to an automated SMS creates a conversation in your inbox and can trigger workflow actions (e.g., stopping a nurture sequence when a lead replies).
Q: What does DND mean on a contact? DND = Do Not Disturb. If a contact has opted out of SMS (by replying STOP), the platform automatically enables DND for that channel so no further messages are sent. You can also manually enable DND on a contact if they've requested no contact.
Need Help?¶
Contact StudioM Support any time.
- Email: support@makoa.us
- Live Chat: Available inside the platform
Related guides: Conversations and Inbox · Workflows (Automations) · WhatsApp