We are using currently sending SMS notifications to internal users for things like SLA breaches, using Twilio as our provider. But these are all one way communications. We would like to be able to use SMS to do messaging between agents and end users for incidents.
We can easily send an SMS and get a reply back from a user, the problem is, if we have several incidents open for the same user, we cannot easily tell which incident the reply pertains to since SMS does not have any kind of MessageID, like email. We can, of course, ask them to include the incident number in their reply, but is there a better way?
It would seem we have to do something like have a pool of numbers and use something such as Twilio Proxy to manage them, but looks like we'd have to build it ourselves. How have others handled this?
