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Adham Khamis
Business Problem:
  • Outbound SMS messages sent via the Telnyx channel that exceed 160 characters are split into multiple segments by the carrier.
  • These segments can arrive out of order or appear fragmented on the recipient's device, since respond.io has no mechanism to manage segment ordering or reassembly. This creates a poor experience for businesses sending longer messages (e.g., appointment reminders, order confirmations, detailed instructions).
Desired Outcome:
  • Automatically send a message as text-only MMS (no media) instead of SMS via the Telnyx channel when the message body exceeds 160 characters, so it's delivered as a single, correctly ordered message.
  • Make this behavior configurable per channel (toggle on/off), since MMS pricing differs and isn't universally supported outside the US/Canada.
  • Show a clear indicator in the Inbox UI when a message will be sent as MMS due to length, so agents understand potential cost/delivery differences.
  • Default to standard SMS behavior (with existing guidance to keep messages under 160 characters) in regions where MMS isn't reliably supported.