SMS messaging capabilities and verification status

To send SMS/MMS messages from Zoom Phone and Zoom Contact Center, you are required to go through specific verification procedures. These procedures comprise different types of verification which are the following:

United States and Canada:
- You are required to complete the 10DLC verification process by providing your brand and campaigns to use SMS with the toll-free numbers. More information can be found here.
- You must also complete the toll-free verification process to enable messaging capabilities on these numbers. More information on how to initiate this verification process can be found here.
Australia:
- You must complete a KYC verification to receive SMS-capable numbers (+61 4 range).

During the verification process, you may encounter the following statuses:

Verified: The verification process was successful for the phone number.
Pending: The verification process has been initiated for the phone number but isn’t completed.
Unverified: The verification process hasn’t been completed yet for the phone number.
Note: Phone numbers not supporting messaging capability will only have this status.

The messaging capability status of a number is closely tied to its verification status. The following messaging capability statuses may be displayed:

Enabled: The verification described above is complete and the number is enabled for sending SMS.
Disabled: Even though the number is inherently capable of sending SMS, the messaging capability is disabled because the verification process has not been initiated for this number.
Not supported: The phone number is incapable of being used for messaging. Typically, geographic long code numbers in international countries do not support sending and receiving text messages.

This table shows the relationship between the messaging capability and the verification status:

Combination #	Number Type	Messaging Capability	Verification Status	Details
1	Toll Number	Enabled	Verified	The number is associated with an active 10 DLC campaign and is enabled for messaging use.
2	Toll Number	Enabled	Pending	The number is pending association with the active campaign and is enabled for messaging use.
3	Toll Number	Enabled	Unverified	The number is not associated with a campaign but is still enabled for messaging use.
4	Toll Number	Not Supported	Unverified	The number type does not support SMS and verification is not required.
5	Toll Number	Disabled	Unverified	The number type is not associated with a campaign and is disabled for messaging.
6	Mobile	Enabled	Verified	The number is verified and enabled for messaging use.
7	Toll-Free Number	Enabled	Verified	The number has completed verification with Zip Whip and is fully enabled for messaging use.
8	Toll-Free Number	Enabled	Pending	The number is pending verification with Zip Whip and has limited messaging capability.
9	Toll-Free Number	Disabled	Unverified	The number has not been verified for SMS and is not enabled for messaging use.
10	Toll-Free Number	Not Supported	Unverified	The number type does not support SMS and verification is not required.