Support Agents Cannot Initiate SMS, Only Reply to Inbound
A helpdesk platform permits SMS replies only after the customer texts in first, so agents cannot open a text conversation proactively. The reviewer suspects the limit reflects messaging consent regulation rather than product oversight. Either way it forecloses outbound-first support workflows on the channel customers answer fastest.
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Problem descriptions, scores, analysis, and solution blueprints may be updated as new community data becomes available.