In available countries, you have the option to obtain a custom phone number exclusively for sending and receiving SMS messages, known as two-way messaging. This dedicated number allows your customers to reply to order update alerts or any other message you send them.
This feature is particularly useful when customers respond to order notifications via SMS, ensuring the store promptly addresses their messages. It is highly recommended for confirming repeat pickup requests by SMS, enhancing customer engagement and preventing missed communications.
🗒️ Notes:
We will purchase a brand new number exclusively for use in CleanCloud, meaning it cannot be associated with an existing number, mobile device or any other third-party platform.
We cannot purchase exact numbers and can only provide what is available at the time.
If you do not have a custom phone number set up, you can still send SMS to your customers (country availability applies), but they won't be able to reply.
Pricing
The custom phone number is an add-on feature with the following fees applicable based on your location and plan:
Base Pricing
Applies to all countries (excluding the US) that support two-way messaging:
Fee Type | Lite/Pro Plans | Grow/Grow+ Plans |
One-time Activation Fee | $50 / £50 / €50 | Free |
Monthly Subscription | $5 / £5 / €5 | Free |
Annual Subscription | $50 / £50 / €50 | Free |
US Pricing
US customers have different rates due to 10DLC regulations:
Fee Type (US) | Lite/Pro Plans | Grow/Grow+ Plans |
One-time Activation Fee | $50 | Free |
Monthly Subscription | $25 | Free |
Annual Subscription | $300 | Free |
Availability
Currently, two-way SMS messaging is only available in four countries:
Australia
Canada
United Kingdom
United States
This availability is based on current provider and carrier support and regulatory requirements. Please contact us if you’d like to discuss this further.
Setup Process
💬 Contact CleanCloud Support: We'll check if your country allows two-way messaging.
Your custom phone number will be secured and linked to your account within 7 days if eligible.
This may extend to 2-3 weeks for US customers due to the 10DLC registration process.
US customers need to specify the desired area code (e.g., 305). If the desired area code is not available, an alternative area code will be required.
Where can I view these messages?
You can access these replies directly from the Inbox page and find them in the customer CRM under the Messages tab in your POS. This allows you to track your communication history with customers and maintain interactions via SMS or any other communication method as required.
Note: This feature is not available on mobile devices; it can only be accessed through the POS.
Show New Message Notifications
Once your custom phone number is active:
Go to Settings → Admin → Notifications → General Settings → Show New Message Notifications.
Choose the station responsible for handling customer SMS messages, such as 'Station 1'.
Specify how long customer SMS notifications remain visible. We recommend setting this duration to 'Until Dismissed' for timely acknowledgement and response to received messages.
💡 Need more help?
Explore our Help Center articles for answers. Contact us for further assistance.