Identify the sending setup
Before configuring the connection, confirm which provider and sending number your firm uses. The CT Text setup includes an optional Send SMS flow URL, a Connect control, and connection/webhook instructions. Have the integration owner complete the provider-specific setup. Use the instructions associated with the selected provider; the two provider choices should not be treated as interchangeable account credentials.Find case texts
Text availability depends on the organization’s enabled features and configured texting service. An absent Texts view in Records does not by itself mean earlier messages were deleted. When reviewing a conversation, confirm the matter and recipient number, then inspect the available message and attachment details. A provider connection does not prove a particular message was delivered.Troubleshoot with the right information
For delivery, attachments, and opt-out questions, have the integration owner check the specific conversation and provider result. These outcomes are separate from completing setup.
Texting setup separates provider selection from the optional sending-flow URL.