When a Send SMS step had no number to use, it used to send from whichever team member’s number the system found first. Replies then went to that member instead of the contact’s assigned user.
The sending number is now chosen like this:
- Assigned User’s Number sends from the contact’s assigned user’s own number, their default number first. If they have no number that can text, it uses the team default number, then the account owner’s number.
- A contact in a pond with no assigned user is treated as unassigned: the text comes from the team default number, then the account owner’s number, never the pond lead’s own number.
- Team Default Number sends from the team default number. If no team default is set, it sends from the account owner’s number.
- If none of those numbers can text, the step fails and shows “No SMS number available” in the automation log. It no longer sends from another team member’s number.
New Send SMS steps now start on “Assigned User’s Number”. Steps saved without a choice now show “Assigned User’s Number”, which is how they already ran.