Customers reply to shipping texts, and the replies land in live chat
What it produced
messages sent per month, and the volume is still growing
of recipients reply, and every reply reaches an agent
panel for the agent, covering both web chat and SMS
carrier registrations for their team to manage
The situation
Custom Ink runs a high-volume US e-commerce operation with a live chat team already in place. Chat solves problems while a customer is on the site. The moment they close the tab, the conversation ends, and a delivery question waits in an inbox.
What was deployed
Automated SMS through 2way, triggered by events in the order lifecycle. A confirmation when the order is placed, then a shipping notification with the tracking number when the courier collects it. Registration under 10DLC with TCR is handled by us, and quiet hours are enforced per state.
The result
When a customer replies to a shipping notification, or asks a question mid-process, the message arrives in the Text inbox the agent already works in, alongside the web chats. The agent answers in the same window and the reply goes back out as an SMS. The customer never learns that two systems are involved.
Why this matters beyond support
A transactional message people actually want to receive is the cheapest way to establish a channel. Once the number is verified and the customer has replied to you once, the channel is warm for everything that follows.
How others did it
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