Integrations
How SMS messages appear in FYI
What happens in FYI when you send or receive a Cradle SMS, and how a conversation is grouped onto the client's record.
If your Cradle account is connected to FYI, your Cradle SMS conversations log to the matching FYI client. Unlike calls (which log one event per call), SMS messages on the same thread are grouped into a single note that grows as the conversation continues.
What you'll see in FYI
Each Cradle SMS conversation becomes one note on the FYI client. As messages go back and forth, the same note is updated with the new content, so the whole exchange lives in one place.
- The note shows the message text in order, with sent and received messages laid out so you can follow the conversation.
- The Cradle SMS number and the customer's mobile are recorded so you can tell which thread the note belongs to.
- The note appears in FYI alongside other client activity.
What this means in practice
- One note per thread, not per message. A six-message back-and-forth is one note in FYI, not six.
- The note keeps growing forever. Cradle threads SMS by the pair of numbers (your Cradle SMS number plus the customer's mobile). Same pair of numbers means same thread, always, no matter how much time has passed between messages. The FYI note attached to that thread keeps picking up new messages on top of the existing entry.
- A different pair of numbers means a different note. If you message the same client from a different Cradle SMS number, or message a different mobile they own, that's a different thread, so FYI logs it as a separate note.
How Cradle matches the customer to an FYI client
The match is on the customer's mobile number. If the number matches an FYI client, the conversation logs to that client. If no FYI client has that number, no note is created.
To get a conversation logged retroactively after adding a new client in FYI, send or receive another message on the same thread once the client exists.
A few things to know
- FYI needs to be connected first. See Setting up Cradle + FYI for the integration setup.
- Disconnecting FYI stops new SMS logging. Messages sent while disconnected won't appear on the FYI client.
- The FYI view doesn't replace the Cradle view. The Cradle desktop app stays the place to read and reply to messages.