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Collaborative 2-Way SMS Messaging

While mass SMS broadcasts broadcast urgent project updates, high-value real estate buyers frequently text back asking for payment schedules, floor plans, or consultation appointments. The BrokerOS SMS Team Inbox (/dashboard/marketing/sms/inbox) provides a centralized multi-agent workspace where sales teams manage conversational SMS threads without relying on individual personal mobile phones. Key operational capabilities include:
  • Centralized Virtual Long Numbers (VLN): Route all incoming customer texts to a unified corporate inbox accessible by the entire sales team.
  • Real-Time Thread Continuity: Chronological history of inbound buyer texts and outbound agent replies tied to the CRM lead record.
  • Live Character and Segment Meter: Monitors GSM-7 vs Unicode character counts in real time, calculating billable segments and credit usage before dispatch.
  • AI-Assisted Smart Replies: Groq openai/gpt-oss-120b generates succinct responses (≤160\le 160 characters) grounded in project inventory, amenities, and pricing.
  • Lead 360 Contact Drawer: View the prospect’s real estate requirements, budget, qualification temperature, and site visit history directly beside the conversation.

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2-Way SMS Architecture

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Workspace Layout and Controls

The SMS Team Inbox interface is organized into three operational panels:

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Conversation Directory (Left Panel)

  • Status Filter: Toggle between Open (active customer inquiries awaiting reply), Pending (awaiting customer response or loan verification), and Closed (archived or booked threads).
  • Assigned Agent Filter: Filter threads assigned to the logged-in sales executive or supervise department-wide conversations as a sales manager.
  • Full-Text Search: Search instantly across contact phone number, lead name, or message text content.
  • Unread Badges: Real-time counters indicating unread client messages with automatic read status updates.

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Conversation Stream (Center Panel)

  • Chronological Message Thread: Clean timeline distinguishing between inbound buyer texts and outbound agent responses.
  • Message Envelope Details: Displays carrier timestamp, sender phone number, delivery status, and segment count.
  • Smart Message Composer: Real-time character counter showing remaining characters in the current segment and flagging accidental Unicode characters (emojis, smart quotes).
  • Quick Reply Selector: One-click insertion of pre-saved executive text snippets (such as /site-visit-directions, /price-sheet, /agent-callback).
  • AI Smart Reply Generator: Button to draft an immediate contextual response optimized to stay within a single 160-character segment.

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Lead 360 Context Drawer (Right Panel)

  • CRM Contact Profile: Immediate access to the prospect’s full name, phone number, email address, and assigned development.
  • Qualification Score & Temperature: Live display of lead temperature (HOT, WARM, COLD) and AI engagement score.
  • Budget Bracket: Displays the buyer’s declared budget range and preferred unit typology (for example, 2-Bedroom Condo).
  • Stage Progression Shortcuts: Directly advance the lead’s status to SITE_VISIT_SCHEDULED or NEGOTIATION without leaving the inbox.

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Inbound SMS Webhook Integration

BrokerOS ingests incoming text messages across major telecom aggregators:

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Character Encoding and Segment Calculations

The message composer enforces strict transparency regarding segment costs:
  • GSM-7 Standard Encoding: Supports up to 160 characters in the first segment. Multi-part messages use 153 characters per segment due to concatenation headers.
  • Unicode Encoding: Triggered automatically if emojis, accented characters, or non-Latin scripts are typed, reducing capacity to 70 characters for the first segment and 67 characters per subsequent segment.
  • Segment Warning Alert: Highlights when an agent’s text crosses into a second billable segment, helping sales teams control telecom credit expenditures.

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Scheduled SMS Messaging

Sales executives can schedule 1-on-1 SMS replies to prospects at specific dates and times directly from the SMS team inbox (Dashboard -> Marketing -> SMS -> Inbox).

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Scheduling Features and Controls

  1. Triggering the Modal: In the SMS composer toolbar, click the <CalendarClock /> icon or open the split Send button dropdown menu and select Schedule Message.
  2. Scheduling Modal Controls:
    • Preset Quick Picks: Choose from In 1 hour, Tomorrow 9:00 AM, Tomorrow 2:00 PM, or Monday 9:00 AM.
    • Custom DateTime Picker: Specify exact date and minute values for future transmission.
    • Live Segment Recalculation: The modal displays real-time character counters and billable segment breakdowns, preventing unintended SMS cost overruns.
  3. Pending State and Inline Bubble Controls:
    • The scheduled text appears in the conversation stream with an amber dashed border, clock indicator, and status badge SCHEDULED.
    • Dedicated action buttons on the bubble allow agents to:
      • Send Now: Immediately push the text through the active SMS provider (Twilio, Gupshup, Sinch, AWS SNS).
      • Edit: Modify message body copy, recalculate segment limits, or update the scheduled execution time.
      • Cancel: Abort transmission and mark the message status as CANCELLED.
  4. Floating Scheduled Messages Dock:
    • A persistent floating notification dock sits above the message composer whenever one or more messages are queued for the selected contact.
    • Provides instant visibility into upcoming scheduled follow-ups without needing to hunt through historical transcripts.
  5. Conversation List Indicator:
    • Conversations with pending scheduled dispatches display an amber [Scheduled: <Date>] chip next to the buyer’s name in the left directory.