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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.

Setup Required

For detailed registration instructions and configuration steps, see SMS Configuration.

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:

  1. Open Conversations Messages
  2. Click the Send a Message button
  3. Enter the customer's phone number (automatically formatted to +1 (555) 555-5555)
  4. Type your message and send
info

With Conversations Pro, you can send and receive nearly unlimited SMS and MMS messages, with some carrier limitations (e.g., up to 2,000 SMS segments per day on T-Mobile).

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​

How come I don't see SMS in Conversations Settings?

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.

Do we need to register SMS again if it already been registered with another product?

No! You can use SMS messaging immediately without any configuration or registration requirements.

My business is located in Canada, why can't I send SMS to someone in the United States?

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.

What phone number is used to send messages?

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.

How many messages can we send to customers?

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.