Contents
Before You Start
Open a Conversation
Send a Text Message
Understanding Message Status
Incoming Replies
Frequently Asked Questions
1. Before You Start
You will need:
A record with a valid mobile number — a Lead, Account, Intake Opportunity, or Referral Source.
Texting turned on for your CRM with iCampaign as the SMS provider.
Access requirements: SMS must be enabled for your instance and for the module you're working in (Leads, Accounts, Intake Opportunities, Referral Sources). Your organization's texting number is used automatically to send.
⚠️ Note: If you don't see the Text Messages section or a Send SMS button on a record, texting isn't enabled for your instance yet — contact Dazos support to turn it on.
2. Open a Conversation
On a record, find the Text Messages section and click Show Conversations.
A window opens showing the text history for that person. Each phone number on the record appears as its own tab, with a badge showing how many messages are in that conversation. Click a tab to view its thread.
What you see | Meaning |
Number tabs | One tab per phone number on the record; the badge is the message count. |
Message bubbles | Your sent messages on one side, the patient's replies on the other, in time order. |
Timestamp + status | When each message was sent, and — for your messages — its delivery status. |
💡 Tip: Only numbers that already have a conversation show as tabs. You can still start a brand-new conversation with any of the record's numbers from the To list at the bottom.
3. Send a Text Message
In the conversation window, choose the number to text from the To list.
Type your message in the box at the bottom.
Click Send SMS.
Your message appears in the thread immediately, marked Queued, and you'll see a "SMS has been queued" confirmation. You don't have to wait — the status updates on its own as the message is sent and delivered.
💡 Tip: There's no "from number" to pick for iCampaign — your organization's texting number is always used. Keep messages reasonably short; very long messages may be rejected, and you'll see the reason on the message.
4. Understanding Message Status
Each message you send moves through these statuses on its own:
Status | What it means |
Queued | The message has been accepted and is on its way out. |
Sent | iCampaign has sent it to the carrier. |
Delivered | The carrier confirmed delivery to the patient's phone. |
Rejected / Failed | The message couldn't be sent. Hover over it to see the reason (for example, the patient has opted out of texts). |
Statuses refresh automatically while the conversation window is open, and are also kept up to date in the background.
5. Incoming Replies
When a patient texts back, their reply is stored on the record and appears in the conversation thread automatically. Replies from several different patients are each filed under their own number, so every conversation stays separate and complete.
⚠️ Important: Conversation history begins from when texting was switched on for your instance. Messages exchanged in iCampaign before that point are not shown here.
6. Frequently Asked Questions
Q: Which records can I text from?
Leads, Accounts, Intake Opportunities, and Referral Sources that have a phone number, when iCampaign texting is enabled for your instance.
Q: Do I choose which number the text comes from?
No. iCampaign always sends from your organization's texting number.
Q: A message shows "Rejected" — what do I do?
Hover over the status to see the reason. If the patient opted out of texts, respect that and don't retry. For other reasons (for example a too-long message), fix the issue and send again.
Q: Why don't I see older conversations from iCampaign?
The in-record history starts when the feature is turned on for your instance; earlier iCampaign conversations aren't pulled in.
Q: Do replies show up if I don't have the window open?
Yes. Incoming replies and status changes are recorded in the background and will be there next time you open the conversation.
Need Help?
If texting isn't working as expected:
Confirm the record has a valid mobile number and that you're on a supported record type.
Open Show Conversations and check the message status — a Rejected/Failed status will show the reason.
Contact Dazos support with the affected number and message details, and reference CRM-3196.