Support updates people actually see

The communication problems

• Customers calling to ask what the ticket already says
• Email updates with open rates that embarrass everyone
• Out-of-band replies copy-pasted into tickets by hand
• Urgent replies waiting in a queue nobody watches

Recommended workflows

Architecture

The API request

curl -sS https://api.sendimessage.com/v1/send-message \
  -H "X-API-Key: $SENDIMESSAGE_KEY" \
  -H "X-API-Secret: $SENDIMESSAGE_SECRET" \
  -H "Content-Type: application/json" \
  -d '{
    "number": "+15555550123",
    "content": "Your support request #5531 has been updated: replacement approved.",
    "status_callback": "https://your-endpoint.example.com/status?ticket_id=5531&workflow=ticket_updated"
  }'
# → {
#   "status": "QUEUED",
#   "message_handle": "4e828182-a640-483f-bfe9-17ffcaa51d48",
#   "to": "+14155550123",
#   "service": null,
#   "is_outbound": true,
#   "error_message": null,
#   "date_sent": null
# }

Channel behavior and replies

Support updates must simply arrive — "auto" with SMS fallback covers every recipient. iMessage delivery is available on supported messaging lines and destinations. Recipients without iMessage receive SMS when fallback is configured — never assume universal iMessage availability.

One webhook endpoint serves every helpdesk: verify the signature, read the ticket id, append the reply. Urgent-keyword rules can page before appending.

Line setup, availability, and pricing

One support line per brand keeps the customer-facing number consistent.

Line availability varies by country and channel. Run a preliminary availability check, and the team confirms final availability during onboarding review. Check preliminary availability →

Pricing is per active line, billed monthly, with usage per your agreement — confirmed for your countries and volume during managed onboarding. How pricing works →

Frequently asked questions