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.
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
Setup overview
- Connect your Lync or supported messaging account.
- Add the required integration token or webhook secret.
- Copy the Thoughtly webhook URL.
- Paste the webhook URL into your Lync configuration.
- Enable supported webhook events such as message sent and message received.
- Sync or import eligible numbers.
- Assign numbers to Thoughtly agents for messaging.
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.
Troubleshooting
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.
Calls are not working
This is expected. iMessage/Lync numbers are messaging-only and do not support voice calls in Thoughtly. 
