Appointments & services
Turning SMS replies into support cases
Implementation scenario · This is an example implementation, not a story about a named customer. Results depend on your integration, phone, network and carrier.
AI-generated scenario illustrationThe problem
Customers reply to notifications, but messages stay on an employee’s phone. Support needs a shared case history.
Build the solution
Configure an incoming webhook and save its event in the CRM before acknowledging it. Match the number to the customer; if ambiguous, create a case without automatically choosing an order. Deduplicate by event ID.
Check before launch
Test repeated webhook delivery and CRM downtime. Do not treat a reply as a cancellation or payment instruction without your application’s checks.
How SIM Bridge works
Your backend creates a job through the API, and the connected Android sends SMS through your SIM. Store the message ID in your system and receive status changes through a webhook. A queued job is not yet a sent message: the phone must be available and the carrier must accept it.
Start with your own test number. Check Android permissions, screen-off connectivity, retries with the same Idempotency-Key, and unknown-status handling. Keep API keys out of browser code and public repositories.
