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Documentation Index

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iMessage/Lync support lets eligible messaging numbers connect to Thoughtly agents for two-way message conversations.
iMessage/Lync numbers are messaging-only in Thoughtly. They cannot be used for inbound or outbound voice calls.

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When to use it

Use iMessage/Lync when you want supported messaging numbers to:
  • Receive inbound messages
  • Send replies through a Thoughtly agent
  • Continue conversations in a channel contacts already use
  • Apply Thoughtly suppression and opt-out handling where supported

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Setup overview

  1. Connect your Lync or supported messaging account.
  2. Add the required integration token or webhook secret.
  3. Copy the Thoughtly webhook URL.
  4. Paste the webhook URL into your Lync configuration.
  5. Enable supported webhook events such as message sent and message received.
  6. Sync or import eligible numbers.
  7. Assign numbers to Thoughtly agents for messaging.

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Suppression behavior

Some messaging providers do not provide native suppression-list enforcement. In those cases, Thoughtly enforces suppression internally before sending agent replies. Review Consent and suppression before using iMessage/Lync for outbound or follow-up workflows.

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Troubleshooting

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Messages are not routing to the agent

Check that:
  • The webhook URL is configured in Lync.
  • Required webhook events are enabled.
  • The number is synced into Thoughtly.
  • The number is assigned to an agent.
  • The contact is not suppressed for the channel.

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Calls are not working

This is expected. iMessage/Lync numbers are messaging-only and do not support voice calls in Thoughtly.