Support & FAQ

RouteFlow SMS is a comprehensive SMS management platform designed for businesses. It allows you to manage customer communications, automate responses, support multiple team members, and integrate with your existing systems through our powerful API.

Our platform supports SMS and RCS messaging, unified inbox management, contact organization, message scheduling, and much more.

RouteFlow SMS works on multiple platforms:

• Web: Any modern browser (Chrome, Firefox, Safari, Edge)
• Desktop App: Windows 10+, macOS 10.14+, or Linux
• Mobile: iOS 13+ or Android 8.0+

An active internet connection is required to send and receive messages.

Yes! We take security very seriously. All data is encrypted in transit using TLS 1.3 and at rest using AES-256 encryption. We follow industry best practices and comply with relevant data protection regulations.

We never sell your data to third parties, and you maintain complete ownership of your messages and contacts.

Yes! RouteFlow SMS allows you to port your existing business phone number to our platform. The porting process typically takes 7-10 business days.

Alternatively, we can provision a new phone number for you instantly from available numbers in your area code.

RouteFlow SMS currently supports messaging in the United States and Canada. We are actively working on expanding to additional countries.

International SMS messaging (sending to international numbers) is supported for most countries worldwide.

Getting started is easy:

1. Contact us at hello@xproductlabs.com to set up your account
2. Choose or port your phone number
3. Set up your team members and preferences
4. Start messaging!

We offer personalized onboarding sessions to help you get the most out of RouteFlow SMS.

To create an account, contact our team at hello@xproductlabs.com. We'll work with you to:

• Understand your business needs
• Choose the right plan
• Set up your phone number
• Configure your account settings
• Train your team on the platform

To reset your password:

1. Go to the login page
2. Click "Forgot Password?"
3. Enter your email address
4. Check your email for a password reset link
5. Click the link and create a new password

If you don't receive the email within 5 minutes, check your spam folder or contact support.

Yes! RouteFlow SMS is designed for teams. You can add multiple users to your account, each with their own login credentials and customizable permissions.

Depending on your plan, you can have unlimited team members with role-based access control.

To modify your account settings:

1. Log in to your RouteFlow SMS account
2. Click on your profile icon in the top right
3. Select "Account Settings"
4. Make your desired changes
5. Click "Save Changes"

Account administrators have access to additional settings for managing the entire organization.

If you wish to delete your account, please contact our support team at hello@xproductlabs.com. We'll process your request and permanently delete all associated data within 30 days.

Please note that account deletion is permanent and cannot be undone. Make sure to export any data you wish to keep before requesting deletion.

To add a new agent to your account:

1. Go to Settings → Team Management
2. Click "Add New Agent"
3. Enter their name, email, and role
4. Set their permissions
5. Click "Send Invitation"

The new agent will receive an email invitation to join your RouteFlow SMS account.

RouteFlow SMS offers several agent roles:

• Administrator: Full access to all features and settings
• Manager: Can manage agents and view reports, but cannot change billing
• Agent: Can send/receive messages and manage contacts
• Read-Only: Can view messages but cannot send or modify anything

You can customize permissions for each role based on your needs.

Yes! Each agent can be assigned their own dedicated phone number, or multiple agents can share access to the same number. This flexibility allows you to structure your messaging setup based on your business needs.

Messages can be routed to specific agents based on keywords, time of day, or custom rules you define.

To set up automatic routing:

1. Go to Settings → Message Routing
2. Click "Create New Rule"
3. Define your conditions (keywords, time, contact tags, etc.)
4. Choose which agent(s) should receive matching messages
5. Save your rule

You can create multiple routing rules with different priorities to handle various scenarios.

To remove an agent:

1. Go to Settings → Team Management
2. Find the agent you want to remove
3. Click the three dots next to their name
4. Select "Remove Agent"
5. Confirm the removal

The agent will immediately lose access to your account. Their message history will be preserved for your records.

You can download the RouteFlow SMS desktop app from your account dashboard or by contacting hello@xproductlabs.com.

We offer versions for:

• Windows (Windows 10 and later)
• macOS (macOS 10.14 Mojave and later)
• Linux (Ubuntu, Debian, Fedora, and other distributions)

Windows:

1. Download the .exe installer
2. Double-click the installer file
3. Follow the installation wizard
4. Launch RouteFlow SMS from your Start menu

macOS:

1. Download the .dmg file
2. Open the .dmg file
3. Drag RouteFlow SMS to your Applications folder
4. Launch from Applications

Linux:

1. Download the .AppImage or .deb file
2. Make it executable: chmod +x RouteFlowSMS.AppImage
3. Run the application

Both options work great! The web version works in any browser without installation. The desktop app offers additional features:

• Native desktop notifications
• Better offline support
• System tray integration
• Keyboard shortcuts
• Automatic updates

Choose whichever works best for your workflow - your messages sync across all devices.

To enable notifications in the desktop app:

1. Open RouteFlow SMS
2. Go to Settings → Notifications
3. Enable "Desktop Notifications"
4. Choose your notification preferences (sound, banner style, etc.)
5. Click "Save"

You may need to grant notification permissions in your operating system settings.

If the desktop app won't launch, try these steps:

1. Restart your computer
2. Make sure you have the latest version installed
3. Check that your operating system is up to date
4. Temporarily disable antivirus software
5. Reinstall the application

If the issue persists, contact support at hello@xproductlabs.com with details about your system and any error messages.

The desktop app automatically checks for updates when you launch it. When an update is available:

1. You'll see a notification about the update
2. Click "Download and Install"
3. The app will download the update in the background
4. When ready, you'll be prompted to restart

You can also manually check for updates in Settings → About.

RouteFlow SMS uses a flexible billing model based on your usage and plan tier. Billing includes:

• Monthly platform fee (based on your plan)
• Per-message charges for SMS and RCS
• Phone number rental fees

You're billed monthly, and you can view detailed usage reports in your account dashboard.

We accept the following payment methods:

• Credit cards (Visa, Mastercard, American Express, Discover)
• Debit cards
• ACH bank transfers (for annual plans)

All payments are processed securely through Stripe.

Yes! To update your payment method:

1. Log in to your account
2. Go to Settings → Billing
3. Click "Payment Methods"
4. Add a new payment method or update existing
5. Set your preferred default payment method

We handle refund requests on a case-by-case basis. If you're unsatisfied with the service within the first 30 days, contact us at hello@xproductlabs.com to discuss your concerns.

Message charges for sent messages are generally non-refundable, but we'll work with you to resolve any billing issues or errors.

To access your invoices:

1. Log in to your RouteFlow SMS account
2. Go to Settings → Billing
3. Click on "Billing History"
4. View, download, or print any invoice

You also receive email receipts for all payments automatically.

If a payment fails:

1. We'll send you an email notification
2. We'll automatically retry the charge within 3-5 days
3. If payment continues to fail, your account may be suspended
4. Update your payment method to restore service

Your message history and data are never deleted due to payment issues - you'll have time to resolve the problem.

Yes, you can cancel your subscription at any time. To cancel:

1. Go to Settings → Billing
2. Click "Cancel Subscription"
3. Provide feedback (optional)
4. Confirm cancellation

Your service will remain active until the end of your current billing period. After cancellation, you'll still be able to export your data for 30 days.