Set up Conversations for SMS messaging
You can use Conversations to send and receive SMS and MMS messages with customers from a dedicated business phone number. Each business is assigned a local phone number for two-way communication based on the provided business address. SMS is available to businesses with a suppoorted edition of Conversations in Canada and the United States.
SMS Registration and Setup
Before you can send SMS messages, you’ll need to complete the registration and configuration process.
Quick Overview:
- US businesses: Must complete A2P 10DLC registration before sending SMS
- Canadian businesses: Can use SMS immediately without registration
Sending SMS Messages
Once your setup is complete:
- Open
Conversations Messages - Click the
Send a Messagebutton - Enter the customer’s phone number (automatically formatted to +1 (555) 555-5555)
- Type your message and send
Getting SMS Replies
- Customer replies to your assigned Conversations phone number automatically appear in the same Conversations thread
- All SMS history is retained alongside other channels like email and web chat
FAQs About SMS Messaging in Conversations
SMS is only available to businesses located in the United States or Canada. Make sure your account address is physically located in one of those two countries; otherwise, SMS will not be available.
No! You can use SMS messaging immediately without any configuration or registration requirements.
Currently, Canadian businesses can only send SMS messages to Canadian numbers. Messages to US-based numbers are rejected by US telecom carriers because they weren't sent from an A2P-registered business.
Your business is assigned an available SMS number based on your address, using the nearest available area code. You can share this number with customers to receive text and MMS messages. Calls cannot be received at this number at this time.
With Conversations Pro, accounts can send and receive nearly unlimited one-by-one SMS messages to customers, while noting that each carrier has some limitations on messages sent and received per day.