Setting up call queue or auto receptionist SMS

Account owners and admins can allow phone users to send or receive SMS messages using phone numbers associated with call queues or auto receptionists (except the main company number). This allows phone users to view SMS messages that are sent to a call queue or auto receptionist. Phone users can then reply to the conversation, which prevents other members from replying to the same conversation. They can also release a conversation to allow other members to reply.

For example, if you set up a customer service team (call queue) and enable SMS for it, all members can view SMS messages sent to the team's direct phone number. When a customer texts the customer service team, all members will receive an SMS notification. Any member can reply to the customer to assist them.

After enabling this feature, you can customize which phone users who can send or receive SMS messages using phone numbers associated with call queues or auto receptionists:

• Call queues: By default, All call queue members (including managers) can send or receive SMS messages using numbers associated with the call queue. You can exclude certain members from receiving messages
• Auto receptionists: You must select phone users who can send and receive SMS messages using numbers associated with the auto receptionist.

Notes:

• If the main company number is set as the main auto-receptionist number, it won't be possible to send SMS messages to that number.
• SMS charges:
  • SMS sent and received via a call queue or auto receptionist is always metered.
  • In the US and Canada, the metered rate for domestic SMS is $0 per SMS. While sending international SMS follows the rate specified in the rate card.
  • For international numbers, the metered rate applies as outlined in the rate card.

This article covers:

• How to enable or disable SMS for a call queue
• How to enable or disable SMS for an auto receptionist

Prerequisites for setting up call queue or auto receptionist SMS

• Zoom Phone license (any license that includes Zoom Phone Pro features)
• Zoom Phone Power Pack add-on
• Zoom desktop client for Windows or macOS, version 5.7.0 or higher
• Users must have the Zoom Phone Power Pack add-on for you to set up the feature for them

How to enable or disable SMS for a call queue

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Call Queues.
3. Click the name of the call queue you want to edit.
4. Click the Policy tab.
5. Click the SMS toggle to enable or disable it.
6. (Optional) If you enabled SMS, change these settings:
   • Allow International SMS: Allow users to send SMS to international numbers. See the frequently asked questions for SMS for more information.
     • After selecting the Allow International SMS checkbox, click Manage Country/Region to select the countries and/or regions you want to allow to send international SMS. 
   • Exempt List: By default, all call queue members and managers can send or receive SMS messages using phone numbers associated with the call queue. To disable this feature for specific users, click Exempt List to add certain members.

How to enable or disable SMS for an auto receptionist

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Auto Receptionists.
3. Click the name of the auto receptionist you want to edit.
4. Click the Policy tab.
5. Click the SMS toggle to enable or disable it.
6. If you enabled SMS, change these settings:
   • Allow International SMS (optional): Allow users to send SMS to international numbers. See the frequently asked questions for SMS for more information.
     • After selecting the Allow International SMS checkbox, click Manage Country/Region to select the countries and/or regions you want to allow to send international SMS. 
   • Users: By default, no one can send or receive SMS messages using phone numbers associated with the auto receptionist. Click Allow List to add and specify SMS members who can use this feature.