Enabling SMS on US and Canada Toll Free Numbers

Zoom users in the United States and Canada can use Toll-Free numbers to accommodate a large influx of voice calls on both Zoom Phone and Zoom Contact Center. However, Zoom is launching a new feature for these numbers, by supporting SMS and MMS messaging. Please note that this messaging service will be charged on a per-message basis. To activate SMS functionality on your US and Canada Toll-free numbers, please refer to the steps in this article.

This article covers:

• How to enable SMS/MMS on your US and Canada toll-free numbers
• Toll-free SMS/MMS frequently asked questions

Prerequisites for enabling SMS on US and Canada toll-free numbers

• Pro, Business, or Enterprise account
• Account owner or admin privileges
• Zoom Phone and/or Zoom Contact Center toll-free licenses in the account

How to enable SMS/MMS on your US and Canada toll-free numbers

To enable SMS/MMS you need to complete the toll-free verification process for the users that will use this feature. Beware this process can take up to four (4) weeks to complete.

1. Download the verification form.
2. Complete the form and submit a request to the Zoom Phone Porting team by doing the following:
   • Under Please select your request type, select Zoom Phone Number Porting.
     A Required information page will display.
     Note: Make sure you provide all required information noted by a star *.
   • Enter your email address, and select your product.
   • Under Type of Issue, select SMS Concern.
   • In the Description, please mention, Submission for Toll-Free SMS Verification.
   • Under Attachments (optional), click Add file or drop files here to add the Toll-Free Verification form you filled out.
   • Click Submit.
     Notes:
     • The Zoom porting team will update you via the ticket for any information that might be needed as well as a timeline for when the numbers will be enabled for SMS.
     • Once your phone numbers have been approved by Zoom’s third-party carrier, a ticket response will be sent to you with an update that your toll-free numbers are SMS enabled.

Toll-free SMS/MMS frequently asked questions

• Can I use Toll-Free SMS without verification?
  No. Zoom requires customers to undergo the verification process if they wish to use messaging capabilities on their Toll-Free numbers.
• How long does the verification process take?
  The verification process takes 4-6 weeks on average. This process is managed by the ZipWhip organization and is outside of Zoom’s control
• Do I need to wait for the verification process to complete before I can start sending SMS/ MMS using my US/CA Toll-Free numbers?
  Starting January 31st, 2024, all toll-free numbers are required to undergo comprehensive verification before having the capability to send and receive SMS. If you are transferring SMS-enabled toll-free numbers, please provide your previously approved Zipwhip ticket number (beginning with GWF-) and submit a Letter of Authorization (LOA) granting Zoom the authority to facilitate SMS support for the toll-free numbers you intend to port in.
  

  Toll-free numbers in Pending Verification Status will no longer be allowed to send text messages.

• Is there a charge for using SMS and MMS from Toll-Free numbers?
  Yes, there is a charge per message for SMS and MMS sent from a Toll-Free number.
• How will I know when the number has completed verification?
  The support ticket will be updated and our team will communicate the status to you prior to closing the ticket.
• Is messaging to international destinations supported?
  No. Messaging to international destinations using US/CA Toll-Free numbers will not be supported

• Is Group messaging supported?
  Group messaging (SMS or MMS) will not be supported from US/CA Toll-Free numbers

• What are some best practices to ensure successful verification form submission?
  The verification form submission allows carriers and Zipwhip to understand exactly how you are using the Toll-Free numbers for messaging. Please note that only one number will be accepted per form. The following pointers will help ensure that the form is submitted correctly and accepted for verification:

  • Provide accurate business name, registered address, and contact information.
  • Provide a company URL. This URL must match the business name. If you are doing business under another name, include that in the business name field to ensure the company URL matches. Do not use URL shorteners.
  • Clearly describe the use case for Toll-Free messaging by including the following details at a minimum :
    • What kind of messages will be sent?
      Note: Provide details on the kind of content you will send.
    • Who will be receiving the messages?
    • How many messages will you be sending per day?
  • Provide detailed step-by-step screenshots of how your customers will be opting in to receive messages.
    Note: This is an extremely important piece of information and the form will be rejected if this is not provided.
  • Include at least 3 examples of sample messages in the Sample Messages section.
    Note: This is also an extremely important step. The form will be rejected if this information is not provided
  • In the Call to Action section, include any URLs that are going to be sent as a part of the message as well as any phone numbers that are being sent as a part of the message. Do not use a URL shortener here but instead provide the full link.
• When I am porting in my toll-free number for SMS, does it get activated when my number is ported into Zoom? 
  If you are looking to port in a toll-free number to use for SMS, the port in process for the SMS capability is separate from the port that is going to take place for the voice capability. The Letter of Authorization (LOA) required for the SMS capability is separate from the LOA required for Voice. The same LOA cannot be used. Zoom’s number management team can provide you with an LOA template for transferring SMS capabilities to our underlying messaging provider.
  

  As a prerequisite for porting in your toll-free number for SMS, the number must complete its porting for voice. Once the porting for the voice capability is complete, the porting for SMS can take place. Please note that in this time frame, while you are waiting for the port to happen, your SMS capability will still be with your existing provider. Once the SMS porting completes, both voice and SMS capabilities will be available for use with Zoom.