Add mobile number in widgets
On the customer detail page in a widget, could you add either an extra box to add a mobile? You could state, if you would like to be contacted by SMS add your mobile here.
Or change the phone number in the contact page to be a mobile number able to accept SMS or, be dynamic and know when a mobile is entered and assign it as a mobile on the customers profile page.
At the moment we have the majority of all customers entering their own details in by a widget to create a ticket. Then for us to reply and notify them we need to go to the customer profile and change the number to a mobile each time.
For a while we had no idea why some messages were sending no problems but the majority didn't. And after speaking to your team found the numbers that didn't send were added as "phone" not "mobile".
This will be very helpful