Two-Way SMS: Long Code and Incoming SMS for Indian Businesses
Two-way SMS lets customers text you back. Get a long code number for incoming SMS, set keywords such as ENQ or BOOK, and push every reply to your panel, Google Sheet or CRM through webhooks.
Two-way SMS means customers can reply to your messages or text a number you own. In India this usually runs on a long code, which is a regular 10-digit number, often with keywords such as ENQ. Incoming messages appear in your panel or reach your system by webhook. Long code and incoming SMS pricing is on request.
Dedicated long code
A number customers can text for enquiries, feedback, votes or opt-outs.
Keyword routing
Messages starting with ENQ, BOOK or STOP go to the right team or rule.
Webhook to your CRM
Each incoming SMS reaches your URL with the sender's number and text.
Compliant replies
Your answers go out through your DLT header and approved templates.
What two-way SMS is used for
One-way SMS informs. Two-way SMS lets you collect something back from the customer.
A Tiruppur garment exporter, for example, can let floor supervisors text daily output figures from basic phones, with each SMS landing in a Google Sheet through a webhook. No app, no data plan and no training needed.
- Missed deliveries: reply 1 for tomorrow, 2 for Saturday
- Feedback after a clinic visit or a service call
- Lead capture from newspaper ads and hoardings: SMS ENQ to the number
- Opt-in and STOP requests for marketing lists
- Polls, contests and quiz answers
- Field staff sending meter readings or attendance codes
How two-way SMS works with a long code
We assign a long code number to your account. Customers send a message to it, usually starting with a keyword. The platform reads the keyword, logs the SMS and pushes it to your webhook or panel inbox. Your outbound replies go through your registered DLT header and an approved template, so your side of the conversation stays compliant.
Customers cannot reply to an alphanumeric header such as VM-QKSHIP-S, so the long code number should appear in the message text whenever you expect a response.
Setting up keywords and replies
Pick short keywords that are easy to type on any phone: ENQ, BOOK, YES, STOP. Plan one approved reply template for each keyword, with {#var#} fields for the customer's name or the booking date. Print the number and keyword together on ads, bills and posters.
Use a different keyword for each ad or location, such as ENQ1 for the newspaper and ENQ2 for the hoarding. Your incoming SMS report then shows which source brought the most enquiries, which helps you decide where to spend next month.
Two-way SMS, WhatsApp or a missed call?
WhatsApp chat is richer, but it needs the app, data and opt-in. A missed-call number is simple, but it only tells you that someone called. Two-way SMS sits between them: it works on every phone, including basic feature phones, and the customer can send real information such as a choice, a code or a short message.
That makes it a good fit for audiences who are not always online, such as factory workers, farmers, delivery partners, older customers and people in areas with weak data coverage. Many businesses use all three, with WhatsApp for detailed support and SMS replies for quick confirmations.
Choose by what you need to collect. If a single digit or a keyword is enough, two-way SMS is the simplest and most inclusive option.
- Two-way SMS: works on every phone, no data needed
- WhatsApp: rich media and long conversations, needs the app
- Missed call: easiest for the customer, but carries no message
Pricing and data protection
Long code and incoming SMS pricing is on request, as it depends on the number type and incoming volume. Outgoing replies are billed at your usual rate of ₹0.20 or ₹0.15 per delivered SMS plus GST. Under the DPDP Act 2023, treat replies as personal data, use them only for the purpose you stated and act on STOP requests quickly.
Sending outside India too?
We also send SMS and WhatsApp messages to customers abroad, with help on each country's sender ID and consent rules.
How it works
Get your long code
We assign a number to your account for incoming messages.
Set keywords
Choose keywords and decide where each one should be routed.
Connect a webhook
Point incoming SMS to your CRM, Google Sheet or app, or use the panel inbox.
Reply with templates
Answer customers using DLT-approved templates from your registered header.
Frequently asked questions
What is two-way SMS?
Two-way SMS is a setup where customers can send text messages to your business, either as replies or as new messages to a number you own. The incoming SMS appear in your panel or are forwarded to your system. It turns SMS from a one-way alert into a simple conversation for enquiries, feedback and confirmations.
What is a long code number?
A long code is a regular 10-digit number that can receive SMS. Businesses print it on ads, bills or messages so customers can text in, often with a keyword like ENQ or BOOK. Each incoming message is logged with the sender's mobile number, the text and the time it arrived.
Can customers reply to a bulk SMS header like VM-ACMEIN-S?
No. DLT headers are 6-character alphanumeric sender IDs and cannot receive replies. If you want responses, include your long code number in the message text and ask customers to send their reply to that number. Incoming messages then reach your panel or webhook.
How do I receive incoming SMS in my CRM?
Give us a webhook URL from your CRM, app or an automation tool such as Zapier or Pabbly Connect. Each incoming SMS is posted to that URL with the sender's number and message text. From there you can create a lead, update a ticket or add a row to Google Sheets.
What does two-way SMS cost?
Long code and incoming SMS pricing is on request, because it depends on the type of number and how many messages you expect to receive. Outgoing replies are charged at our normal rates of ₹0.20 per SMS on Starter or ₹0.15 on Business, plus 18% GST, only on delivery.
Is two-way SMS useful for surveys?
Yes, for short ones. Ask one question with a numbered answer, such as rate us from 1 to 5, and customers reply with a single digit. Response is easy because it works on every phone. For longer surveys, send a whitelisted link to a form instead and use SMS only for the invitation.
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From ₹0.15 per delivered SMS, credits valid for a year, and DLT help from a real person.