Use of SMS invites is only allowed during a live interaction, with the customer's agreement. It should not be used for marketing, reminders or bulk messaging.
What it is
An agent can send a session link to a customer by text message instead of reading it out or emailing it. The customer taps the link and joins the session on their phone.
How it works
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The agent starts a session and opens the invite dialog
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The agent enters the customer's mobile number and selects SMS
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The customer receives a short message containing the session link
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The customer opens the link and joins the session
What the customer receives
A single short message naming the organisation they are speaking with, followed by the session link. Example:
Join <Company>: <https://surfly.com/<session-id>>
The message contains no promotions and no links to other sites.
By default the link uses the Surfly domain. If a custom domain is configured for the account, the link uses the customer's own domain instead.
When it can be sent
SMS invitations are intended for use during a live interaction, when the agent is already speaking with the customer and the customer has agreed to receive the link by text. Invitations are sent one at a time, per session. They are not sent in bulk, not scheduled, and not sent to mailing lists.
Consent and opt-out
The agent asks for permission before sending. The customer can stop receiving invitations at any time by replying STOP to the message, or reply HELP for assistance. Opting out does not affect the customer's ability to use the service, and the agent can still share the link by email or read it out.
Availability
SMS invitations are a paid feature, enabled on request after signing the SMS usage agreement covering agent consent and opt-out handling.