The problem this solves
A business SMS process should define who receives the message, where it is stored and what happens next.
Working cleanly
Start with one clear use case such as a customer update, support request or system notification. Then choose email, the message inbox or a webhook.
What to check
Verify that the number is displayed correctly, the team knows who handles messages and important messages are documented.
Next step
Once the workflow is stable, add automation, CRM routing or API-based service messages.