Problem
I am sending SMS messages to my customer’s mobile number using my Teams SMS number. Why do my customer’s replies go to my personal mobile phone number?
Solution
This happens when your customer, who uses an iOS mobile phone, saves your personal number as “mobile” phone and your business phone as “work” phone. Even if customer replies to a message from your work phone, iOS will use the “mobile” number as the sender.
This occurs when your customer, using an iOS device, saves your personal number as a “mobile” contact and your business number as a “work” contact (see image below for illustration). When they reply to a message sent from your business number, iOS defaults to using the “mobile” number as the sender.
To resolve this issue, ask your customer to save your work phone number as a “mobile” contact as well, as shown below.
The iOS device will then separate the conversations for your two mobile numbers, as depicted below. This way, replying to either conversation will send the message to the correct SMS number.
