Messaging (SMS)

Messaging (SMS)

How do I send a text message?
  • Go to Messaging
  • Tap the new message icon
  • Enter a number or select a contact
  • Type your message and tap send

    • How do I reply to an incoming message?
    • Open the conversation
    • Type your reply
    • Tap send 
    Which phone number do my outgoing texts come from?

    If you have one number, messages will send from that number.

    If you have multiple numbers, one will be set as your primary outbound number. This can be changed in Messaging Settings.

    Why didn’t my message send?

    Common reasons include:

    • Weak or no internet connection
    • Incorrect phone number
    • The destination cannot receive SMS

    Tap the failed message to retry.

    Why aren’t people getting my messages?

    Check for a message in the conversation starting with “SYSTEM:”

    Common reasons include:

    • Temporary spam filtering
    • The number cannot receive texts
    • Carrier-level blocking

    If the issue continues, try rewording your message or contact support.

    How do I set up an auto-reply?
    On the Messaging Settings page, expand the panel for the phone number you want to configure, then open the Rules tab. Add a keyword rule with the exact trigger word (e.g., HOURS, PROMO) and the desired response text. When an incoming SMS matches that keyword exactly, the system automatically sends your reply; no manual intervention needed.

    If no keyword rule matches the incoming message, the message is delivered normally with no auto-reply sent. Only exact keyword matches trigger automatic responses.

    What are Business Hours rules?
    Business Hours rules let you define a 7-day schedule with per-day open/close times and a timezone. When enabled, any incoming SMS received outside your business hours triggers an automatic away message. You can also mark individual days as closed (e.g., weekends). Setting all 7 days to closed activates the away message 24/7, effectively a vacation mode.
    What are Quick Reply Templates?
    Quick Reply Templates are pre-written canned responses attached to slash-command shortcuts. From the softphone messaging screen, type /t followed by a shortcut name (e.g., /t hours) to instantly expand the full template text inline. Manage your templates in the Templates tab within each phone number's panel on the Messaging Settings page.