2-Way SMS & Inbound Conversations - BrokerOS

While traditional SMS is purely one-way broadcast, BrokerOS supports Two-Way Conversational SMS through dedicated Virtual Long Numbers (VLN) and shortcodes. Prospective buyers can reply directly to text messages to request callbacks, ask questions, or unsubscribe.

Two-Way Messaging Architecture

Incoming text replies are matched to CRM lead records and delivered to representatives in real time:

Virtual Long Numbers (VLN)

BrokerOS connects dedicated virtual phone numbers (for example, +1 555-019-2831):

Hosted directly on cloud messaging gateways (Twilio, Gupshup, Sinch).
Capable of receiving concurrent inbound text messages without busy signals.
Inbound replies appear in the SMS Team Inbox instantly with desktop and mobile alerts.

Keyword Auto-Responders

Marketing teams can configure automated responses for recognized incoming keywords:

Incoming Keyword	Trigger Condition	Automated Action
`YES` / `CALLBACK`	Customer requests phone call.	Creates high-priority callback task for assigned agent.
`BROCHURE`	Customer requests collateral.	Auto-replies with short link to download PDF brochure.
`STOP` / `DND`	Statutory opt-out request.	Immediately blacklists phone number and confirms suppression.

Compliance Blacklisting and Opt-Outs

Under telecommunications regulations, customers maintain the legal right to opt out of commercial SMS at any time:

When a customer replies “STOP”, BrokerOS immediately updates lead.smsOptOut = true.
Future promotional SMS broadcasts automatically suppress this number during pre-flight checks.
Protects the brokerage from carrier spam penalties and preserves sender reputation.