The SMS functionality in Fidelis enables real-time communication between staff and students using dedicated Twilio-powered SMS numbers. Here's how it all works behind the scenes:

📲 Staff SMS Number Setup

• Staff members such as Coaches, Coach Managers, Instructors, Instructor Managers, Admins, and Mentor Coaches are each assigned a unique Twilio SMS Number.

• These numbers are provisioned by Admins via the Community Manager Tools.

• This number becomes the "From" number for all SMS messages sent by the staff member.

💬 Sending SMS to Students

• SMS messages (bulk or individual) are sent from various parts of the Sherpa Dashboard.

• Students receive messages on the mobile number listed under their "SMS Phone" field.

• They are encouraged to save the sender's number to avoid confusion and ensure future recognition.

🔄 Receiving SMS from Students

• When a student replies to an SMS, the platform automatically maps the incoming “From” number from the student’s device.

• The system identifies the student by checking if that incoming number matches any "SMS Phone" entries in the student database.

• Simultaneously, it routes the reply to the correct staff member by looking up who the original Twilio number was assigned to.

This two-way mapping ensures secure, accurate delivery of messages and seamless identification — even without either party saving each other's contact numbers manually.

🔔 How Staff Are Notified

Incoming SMS messages trigger real-time notifications for staff across several areas:

1. Push Notification – Appears instantly when a message is received.

2. Sherpa Dashboard → Communication Section → SMS Tile – A personalized stream of SMS conversations.

3. Global SMS Tab (Left Sidebar) – Lists all SMS communications for easy monitoring.

4. Student Detail View – Shows message history with that specific student.

✅ Key Benefits

• No need for personal number exchange

• Efficient and scalable communication

• Student messages are never lost – even if SMS fails, an email fallback ensures delivery.

• Fully searchable and auditable history for institutional transparency.