Dazos

This article is relevant if your organization uses the embedded CTM softphone within Dazos CRM and you want to understand:

How inbound SMS messages are logged in the CRM

How to notify reps when an inbound text is received

- Where outbound SMS messages are visible
- How inbound SMS messages are logged in the CRM
- How to notify reps when an inbound text is received

Outbound text messages sent through the CTM softphone can be viewed directly within the CTM softphone module embedded in Dazos CRM. Reps can reference their sent messages from within the softphone interface.

Inbound SMS messages are logged as activities in the Dazos CRM. These activity records provide visibility into received texts and create a communication history on the associated record.

💡 Tip: Inbound SMS messages are logged for visibility and history — they are not managed as an interactive chat thread within the CRM.

By default, reps are not automatically alerted when an inbound SMS is received. However, a workflow can be configured in Dazos CRM to notify reps when an inbound text message comes in.

If you would like to set up this notification workflow, contact your Dazos Customer Success Manager or reach out to Dazos Support to schedule a workflow configuration session.

⚠️ Note: Workflow setup is required to enable rep notifications for inbound SMS — this does not happen automatically out of the box.

✅ Best Practice: Set up an inbound SMS notification workflow as part of your initial CTM softphone configuration to ensure reps are aware of incoming texts in a timely manner.

💡 Tip: If you are unsure whether the CTM softphone is enabled in your Dazos instance, refer to the article How to Enable the Call Tracking Metrics Softphone in the Dazos CRM.

- ✅ Best Practice: Set up an inbound SMS notification workflow as part of your initial CTM softphone configuration to ensure reps are aware of incoming texts in a timely manner.
 
- 💡 Tip: If you are unsure whether the CTM softphone is enabled in your Dazos instance, refer to the article How to Enable the Call Tracking Metrics Softphone in the Dazos CRM.

How to Enable the Call Tracking Metrics Softphone in the Dazos CRM

SMS Sending Capabilities from Dazos CRM: Current Options and Roadmap

CTM Integration Call Logging: Inbound and Outbound Calls (CRM)

- How to Enable the Call Tracking Metrics Softphone in the Dazos CRM
- SMS Sending Capabilities from Dazos CRM: Current Options and Roadmap
- CTM Integration Call Logging: Inbound and Outbound Calls (CRM)

This article explains how SMS messages are tracked in Dazos CRM when using the CTM (Call Tracking Metrics) softphone integration, and how reps can be notified when an inbound text message is received.

SMS Tracking and Rep Notifications with the CTM Softphone in Dazos CRM

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SMS Tracking and Rep Notifications with the CTM Softphone in Dazos CRM

When to Use This Article

How SMS Messages Are Tracked

Outbound SMS

Inbound SMS

How Reps Are Notified of Inbound SMS

Tips & Notes

Related Resources