Who This Is For / When to Use
This guide is for Kyrios users who expect inbound SMS messages to forward to an assigned phone number but only see messages appear inside conversations. Use this workaround when native SMS forwarding does not reliably deliver messages to the forwarding number.
Why SMS Messages Appear in Conversations but Are Not Forwarded
SMS forwarding can fail due to carrier limitations, forwarding rules, or delivery constraints, even though the message is successfully received and stored in Kyrios conversations. In these cases, the message exists in the system but is not relayed to the forwarding number.
Using a workflow-based internal notification bypasses direct SMS forwarding and instead sends a notification containing a preview of the message content.
How the Workflow-Based Workaround Works
The workaround uses a Customer Replied workflow trigger filtered to SMS messages and sends an Internal Notification that includes the message body using a custom value. This ensures the assigned user receives a readable preview of what the customer sent.
How to Set Up the SMS Forwarding Workaround Workflow
Step 1: Open the Workflows Area
Navigate to Automation → Workflows, then click Create Workflow.
Step 2: Start a Workflow From Scratch
Select Start from Scratch when prompted.
Step 3: Add a Workflow Trigger
Click Add New Trigger in the workflow canvas.
Step 4: Select the Customer Replied Trigger
Choose Customer Replied as the workflow trigger.
Step 5: Filter the Trigger to SMS Replies
Set the Reply channel filter to SMS so the workflow only runs for text message replies.
Save the trigger once the filter is applied.
Step 6: Add an Internal Notification Action
Click Add Action and select Send Internal Notification.
Step 7: Insert the Message Body Into the Notification
In the notification editor:
Click Custom Values
Select Message → Message Body
This inserts a preview of the exact SMS content sent by the customer.
Step 8: Personalize the Notification With Contact Information
Optionally add the customer’s name by inserting:
Contact → First Name
This helps the recipient quickly identify who replied.
Step 9: Save and Publish the Workflow
Save the action, then publish the workflow to activate the workaround.
What the Assigned User Will Receive
Instead of a forwarded SMS, the assigned user receives an internal notification containing:
The contact’s name (if added)
A preview of the customer’s SMS message
This ensures no inbound messages are missed even when SMS forwarding fails.
Common Questions and Answers
Will this workaround create additional charges?
Yes. Each internal notification may generate a message or notification event. Review notification volume to avoid unexpected costs.
What happens if the Reply Channel filter is not set to SMS?
If the filter is not set to SMS, the workflow may trigger on non-SMS replies, causing incorrect or excessive notifications.
Can additional information be included in the notification?
Yes. You can add other custom values such as the contact’s phone number, email address, or tags.
Can this workflow be disabled later?
Yes. The workflow can be paused or disabled at any time from Automation → Workflows once SMS forwarding is restored.
How do I ensure the notification shows exactly what the customer wrote?
You must insert Message → Message Body in the internal notification. This field displays the actual SMS text sent by the customer.