Setting up call queue or auto receptionist SMS
Account owners and admins can configure Team SMS, which allows 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 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.
Note: Team SMS only applies to SMS conversations from auto-receptionist or call queue phone numbers, and it requires a Zoom Phone Customer Engagement Pack license. Learn more about using SMS with call queues or auto receptionists (Team SMS) and Team SMS thread summary with AI.
Requirements for setting up call queue or auto receptionist SMS
- Zoom Phone license (any license that includes Zoom Phone Pro features)
- Zoom Phone Customer Engagement Pack add-on
- Zoom desktop client for Windows or macOS, version 5.7.0 or higher
- Users must have the Zoom Phone Customer Engagement Pack add-on for you to set up the feature for them
- The call queue or auto receptionist must have an assigned phone number to enable Team SMS
Note: Participating users are not required to have their own assigned phone numbers to send or receive Team SMS unless they also use individual (standard) Zoom Phone SMS.
How to enable or disable SMS for a call queue
- Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
- In the top-right corner, click your profile picture or initials, then click Admin Center.
- In the side menu, click Product configuration, then click Phone system, followed by Call Queues.
- Click the name of the call queue you want to edit.
- Click the Policy tab.
- Click the SMS toggle to enable or disable it.
- (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
- Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
- In the top-right corner, click your profile picture or initials, then click Admin Center.
- In the side menu, click Product configuration, then click Phone system, followed by Auto Receptionists.
- Click the name of the auto receptionist you want to edit.
- Click the Policy tab.
- Click the SMS toggle to enable or disable it.
- 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.
- 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:
