Use PD SMS Manager 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 SMS Manager → 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 → SMS Manager → 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 the selected gateway, a Sent result records the initial gateway outcome; later phone delivery needs its own evidence. An Unknown timeout needs reconciliation before any repeat message.

Several SMS modules on one installation

PD SMS Manager takes precedence as the manager of shared client-profile fields when several PD SMS modules are enabled. Follow any Client Preferences message identifying the managing module. Review each sending module’s own category rules, phone source and gateway routing separately; the shared profile summary does not prove every enabled module’s sending configuration.

Interpret the selected gateway

A real gateway’s initial success is separate from later phone delivery. For Custom HTTP Webhook, Sent means its configured HTTP success rule matched; it is not an imported delivery report. A Test / Debug Log only record can succeed without sending a text. Keep the selected gateway and any provider message reference with the action time when investigating a result.

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