When a lead replies to a Great Agent text message (either automated or sent from the 'send-text' tab on the lead details page) you will receive the reply to your Great Agent smart number. This allows Great Agent to track the communication and log it in the CRM for future reference.
To reply to this text, you do not want to reply via the standard text message text input field. That will simply send a message to Great Agent and the message will not be received by the lead.
Instead, you want to click on the link provided with the text (as represented with the 'Tap to Load Preview' image and goo.gl shortlink above).
This link will take you directly to the 'send-text' tab within the appropriate lead's details page. From there, you see any previous correspondence with the lead and reply directly to their text.
Using this link also ensures that the lead will receive communication from the same number as the text they responded to, which promotes trust and decreases confusion.
