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SMS

How to send a text to a contact and choose the sending number

Open the contact's conversation in Conversations, pick the SMS channel, check the sending number, write your message and click Send. If you don't pick a number, the system uses the user's number, the conversation's number or the account's default number.

Updated on

Before you start

  • The account needs a number with SMS capability.
  • The contact needs a valid mobile number with the country code and must not have opted out of texts.
  • To text United States numbers, the sending number needs an approved A2P registration.
Where to find it

Conversations › contact's conversation › SMS channel › Send

Step by step

Send the text

  1. In the left menu, open Conversations.
  2. Find the contact and open the conversation. If there's no conversation yet, open the contact in Contacts and start a message from their record.
  3. In the message box, choose the SMS channel.
  4. Check the sending number (From). If you have several numbers, pick the one the customer should see.
  5. Write your message. You can attach an image or file (MMS) if the number and destination support it.
  6. Click Send.
  7. Check the message status in the conversation: if it fails, a red warning with an error code appears.

How the system picks the sending number

  1. Number you choose: if you pick the number on the message (or in a workflow's Send SMS action, under From Number), that one is always used.
  2. User's number: if you don't pick one, it uses the number assigned to the user sending.
  3. Conversation's number: if the user has no number, it keeps using the number already used with that contact.
  4. Default number: as a last resort, it uses the account's default sending number.

Assign a number to a user

  1. Open Settings › My Staff and click the edit icon for the user.
  2. Open Call & Voicemail Settings.
  3. Choose the user's phone number and save.

See which number a text came from

  1. In the conversation, hover over the text.
  2. Click the three dots (…) and then Details. The number used is shown.

Tips

  • Set as default the number you want customers to see on automated messages.
  • Giving each salesperson their own number sends replies back to the right person.
  • Avoid link shorteners and too many emojis: they raise the chance of the message being filtered.

Common problems

  • Texts still go out from the old number → The conversation was already tied to that number and the system keeps it. Pick the new number on the message or in the workflow, or assign the new number to the user.
  • I get the error "the From number is not SMS-capable" → That number only does calls. Choose another number with SMS or buy one with that capability.
  • I can't select the SMS channel → The contact has no valid phone number or the account doesn't have an SMS-capable number yet.
  • The text shows a red warning → The message failed. Check the error code and follow the article on undelivered texts.

Frequently asked questions

Can I send texts from a number that isn't in my account?

No. The sending number must belong to your Elooo CRM account.

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