Forum Discussion
Respond to SMS sent from Braze in Front
I've gone down the rabbit hole with Braze support, Twilio and Front. It doesn't seem possible to respond to SMS messages sent from Braze in a different service. Is that right?
Based on Braze’s current integrations and guidelines, that isn’t directly supported. Braze’s two‐way SMS functionality is built around specific integration frameworks. For example, when using a Front integration or one of Braze’s approved partners like Twilio or Infoblip, there’s a defined workflow:
- Outbound SMS messages are sent from Braze.
2. Incoming SMS responses are received through a partner-integrated webhook (using Front, for example) that reformats and forwards the data back into Braze (using Braze Data Transformation) so it can be tracked as a custom event on the user profile.
If you try to use a completely separate service to respond to Braze-sent SMS messages, that response won’t be processed by Braze’s system because the proper webhook and data transformation pipeline wouldn’t be in place. Essentially, Braze requires that you use one of the supported integrations for two-way SMS to ensure consistent routing and tracking of both outbound and inbound messages.
For additional details, you might want to review the SMS, webhooks, and two-way messaging sections of our documentation:
- Front Integration & Data Transformation Overview: https://www.braze.com/docs/developer_guide/webhooks/
• SMS and Two-way Messaging Best Practices: https://www.braze.com/docs/user_guide/message_building_by_channel/sms/
I hope this clarifies the situation.
