Improve SMS Threading in Zapier
When SMS is sent through Zapier using a Call Queue number, the outbound message is created under the Call Queue, but the customer's reply creates a new conversation under Shared Inbox instead of remaining in the same thread.
The newer Send SMS via Message Threads action can address this for main company numbers, but it currently does not support Call Queue or other non-main company numbers.
It would be helpful if the Zapier integration could support thread-based SMS for these numbers so customer replies remain within the original conversation and maintain consistent routing.
Engineering has confirmed this is a known limitation and that support is planned pending backend API enhancements.
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Eric Felipe
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