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Send your first SMS message

SMS messaging in Business App is available for businesses located in Canada and the United States. 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 your business address.

SMS is included in Conversations AI Pro, or can be purchased as a standalone product if you do not use the AI-assisted lead capture widget.

SMS Registration and Setup​

Before you can send SMS messages, you'll need to complete the registration and configuration process.

For businesses based in the United States​

US-based businesses must complete A2P 10DLC registration before sending SMS. This includes updating your website to meet carrier compliance requirements. Registration can take a few weeks. Once registered, you will receive a notification and can send your first message.

US businesses: Complete registration first

For detailed registration instructions, website requirements, and approval steps, see SMS Registration for US Businesses.

For businesses in Canada​

Canadian businesses can use SMS immediately without registration.

Sending SMS Messages​

Once your setup is complete (or immediately for Canadian businesses):

  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
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With Conversations AI 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
  • Any team member can view and respond to SMS conversations from the shared workspace

FAQs​

How do I add customer phone numbers?

When you send messages from Conversations, contacts are created automatically in Business App.

To add phone numbers manually, go to CRM > Contacts in the left-hand menu. You can add new contacts there or bulk import customers.

How many messages can I send to customers?

With Conversations AI Pro or the standalone SMS product, you can send and receive unlimited one-to-one SMS and MMS messages. Each carrier may limit volume per day (for example, up to 2,000 SMS segments and MMS per day on T-Mobile).

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 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.

Can I send SMS to US numbers from Canada?

No. Sending SMS to US numbers requires A2P registration, which is not supported in Canada. You can only send SMS to Canadian numbers; messages to US numbers are rejected by US carriers.