Before enabling real sends, confirm the existing resource and sender against the current Azure SMS eligibility guide. Saving a trigger or campaign does not remove Azure’s onboarding restrictions.

Use PD Azure SMS to tell a client that staff have replied to their WHMCS support ticket. The SMS can direct them to the client area without copying the full support conversation into a text.

Prepare the recipient and message

Check the effective mobile number and country on a controlled test client. Open Azure SMS → Client Preferences, review Support Texts, and apply the intended profile choices. The event’s category determines its preference check; putting a template into another library category does not bypass that check.

Create an enabled template under Templates. For example: `Hi {first_name}, we have replied to ticket {ticket_id}. Please sign in to your client area to read the response.` `{ticket_subject}` is available in the event context, but a long or sensitive subject may be better left out of an SMS. Use the merge-field reference, and keep the text limited to the information the recipient needs. Do not include passwords or sensitive service access details in the message.

Add the trigger

1. Open PD Modules → Azure SMS → Triggers → New trigger.
2. Under When this happens, choose Staff reply to a ticket.
3. Under Send this template, choose the intended enabled template.
4. Under Send via, choose an explicit gateway. Use Test / Debug Log only for a controlled rehearsal.
5. Choose Create trigger, then review the row’s event, template, gateway and On/Off state.

Use a staff reply on the customer’s ticket. This is distinct from a customer reply or the staff-facing New support ticket alert. Keep internal notes and private staff commentary out of the client-facing text.

Use the ticket number shown in the client area when checking the result. If the installation produces an unexpected identifier, compare the customer-visible number with a harmless redacted example of the rendered field. Do not change ticket records to match the SMS.

Verify the outcome

Review History for the actual recipient, rendered text and gateway. If queueing is enabled, normal cron operation and quiet hours can delay the attempt. A category marked Not offered, a client preference, a disabled template or missing mobile number can prevent sending even when a trigger exists.

Do not repeat a real customer event to force another notification. Check whether another enabled trigger already handles the same event before adding a duplicate. For Azure, a Sent result reflects Azure’s initial successful recipient result; later phone delivery is separate. An Unknown timeout needs reconciliation before any repeat message.

Several SMS modules on one installation

When several PD SMS modules are enabled, a single module manages the shared client-profile fields. PD SMS Manager takes precedence when present. Follow any Client Preferences message identifying that module and make shared profile-setting changes there. Check PD Azure SMS’s own category rules, phone source and gateway routing separately; a shared profile summary does not prove every enabled module’s sending configuration.

Distinguish the recorded result from delivery

The gateway checks Azure’s per-recipient send result. A Sent record reflects initial success, not later delivery to the phone. Enabling Request delivery reports requests Azure-side reporting; it does not set up Event Grid subscriptions or update module History with later results. Keep the Azure message reference for an investigation instead of treating a campaign progress total or green result as a delivery receipt.

See the PD Azure SMS WHMCS guide for related tasks, or explore PD Azure SMS.