How do I receive, log, and manage incoming SMS in MyOperator, and what are the limitations?

How do I receive, log, and manage incoming SMS in MyOperator, and what are the limitations?

⚡ Quick answer

• An inbound SMS sent to your GSM SIM-based Virtual Mobile Number (VMN) is indexed in Logs → SMS within 60 seconds (≤ 1 minute) 99 % of the time.

• Toll-Free numbers in MyOperator are voice-only. If you need to capture customer texts, attach a GSM SIM-based VMN.

• Currently, MyOperator does not allow users to change their SMS Sender ID.

When should I use this guide?

Use it if you want to:

• Let customers text instead of calling,

• View or export every inbound SMS for audits or integrations, or

• Understand why texts sent to a Toll-Free number never appear.

1. Overview

Incoming SMS lets customers text your Virtual Mobile Number instead of calling. Messages are captured in your MyOperator panel, so your team can read, tag, assign, and reply quickly.

Benefits:

✅ Low-effort, familiar channel for customers

✅ Centralised conversation history in one panel

✅ Ideal for non-urgent updates and quick Q&A

Who is it for?

• Support, sales assist, logistics/dispatch, account managers

2. Why Toll-Free SMS does NOT work

Layer

Reason Toll-Free Fails

Why GSM VMN Works

Carrier

Toll-Free ranges are not mapped on carrier SMSCs.

GSM numbers are natively mapped to SMSCs.

Regulatory

TRAI/CTIA rules classify Toll-Free as voice services.

GSM is cleared for voice and SMS.

Platform

MyOperator SMS engine attaches only to GSM trunks.

Same engine fetches SMS from your VMN.

3. Prerequisites

Requirement

Minimum Spec

Where to Check

Plan tier

Any tier with “SMS add-on”

Billing → Add-ons

Role

Owner, Number Admin, or Log Viewer (as applicable)

Settings → Team

Number type

GSM SIM-based VMN (physical or virtual)

Settings → Numbers

Hardware

GSM SIM-based VMN

Carrier order form

API (optional)

Webhook endpoint to forward SMS

Developer portal

Data window (Logs)

Up to 6 months

N/A

4. How it works (flow)

  1. The customer sends an SMS to your VMN.
  2. MyOperator receives and logs it.
  3. Message appears in SMS → Inbox.
  4. Team reads, tags, assigns, and replies.
  5. Conversation history stays with the contact.

5. Set up Incoming SMS (steps)

  1. Sign in to your MyOperator panel.
  2. Go to Communications → SMS → Settings.
  3. Select your GSM SIM-based VMN.
  4. Enable Incoming SMS.
  5. (Optional) Configure notifications (email/desktop/mobile).
  6. (Optional) Set routing/tags for auto-triage.
  7. Save and test from a real device.

Work-around for Toll-Free numbers:

Buy or port a GSM VMN → Add the VMN to Settings → SMS → Numbers → toggle Incoming SMS ON → Send a test SMS → Confirm entry in Logs → SMS

6. View & reply to messages

• View: Communications → SMS → Inbox → filter by status, assignee, tag, or date

• Reply: Open conversation → type → Send

• Speed-ups: Assign owners, add tags, use Quick Replies

7. View detailed SMS records in Logs

Desktop

  1. Go to Logs from the left sidebar.
  2. Click Advanced in the toolbar.
  3. In Keyword, choose SMS Received.
  4. Set From and To dates; optionally fill Phone Number.
  5. Click Apply.
  6. (Optional) Click Export → CSV to download results.

Mobile browser Menu → Logs → Advanced → Keyword = Incoming/Outgoing SMS → set dates → Apply (pinch-zoom to see full text).

8. Verify & expected outcome

Success checklist:

☑️ New SMS appears in the Inbox with the correct timestamp/sender.

☑️ New SMS entry appears in Logs within ≤ 5 s.

☑️ Sending a test reply reaches the customer’s device.

Key KPI targets:

• First-byte latency ≤ 5 s

• Parsing accuracy ≥ 99 %

9. Limitations & edge cases

Area

Limitation

Work-around

Toll-Free

No inbound SMS ever

Use GSM VMN

Message length

~160 GSM chars (or ~70 for Unicode). Longer texts may be split

Encourage shorter texts

MMS

Not supported in any Myoperator plans

Advise via email or WhatsApp

Delivery

Minor delays may occur due to network conditions

Wait 10 min; open ticket if > 30 min

Fair-usage

1,000 SMS/day default

Ask CSM to raise the cap

Archived data

Logs older than 6 months move to cold DB

Use Export API or contact Support

10. Can I change my SMS Sender ID in MyOperator, and how long does approval take?

Currently, MyOperator does not allow users to change their SMS Sender ID. However, the client can use their own Sender ID by integrating through a webhook after a call and implementing the required logic on your end. To do this, the client will need to have their own SMS panel and be registered on the DLT (Distributed Ledger Technology) platform.”

11. Use cases & best practices

Use cases: Order status, delivery windows, address confirmation, appointment reminders, and simple support queries.

Best practices:

• Publish your VMN on receipts and tracking pages.

• Create Quick Replies for FAQs.

• Tag conversations by intent (e.g., Orders, Returns, Billing).

• Set an off-hours auto-reply with response-time guidance.

12. Troubleshooting

Symptom

Likely cause

Fix

No messages appear

Feature not enabled on VMN

Re-enable in SMS → Settings, then test

Calls work, SMS don’t

The number is Toll-Free or non-GSM

Switch to GSM SIM-based VMN

Out-of-order threads

Long messages segmented

Panel consolidates; encourages shorter texts

Can’t reply

Role/plan limits

Check permissions and plan entitlements

No alerts

Notifications off

Configure alerts in Settings

Delay > 3 min

Carrier congestion

Wait 10 min; open ticket if still missing

13. Escalation & Support

If issues persist after troubleshooting:• Open in-app chat from your MyOperator panel, or

• Email support@myoperator.com

Include: account ID, affected VMN, timestamps, test message example, and Screenshots of Logs filter if relevant.

Keywords: incoming SMS, GSM VMN, Toll-Free SMS, MyOperator logs, SMS indexing time, SMS Sender ID, view SMS records