If enabled by an admin, phone users can send or receive SMS messages using phone numbers associated with call queues or auto receptionists. This allows you to view SMS messages that are sent to a group of users. You can then reply to the conversation, which prevents other members from replying to the same conversation, and transfer a thread to another to share information that might have been missed. You can also release a conversation to allow other members to reply.

For example, if your admin set up a customer service team (call queue) and enabled 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.

Notes:

• You must have the Zoom Phone Power Pack add-on to 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:
  • 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 receive messages
• How to reply to a message and claiming the conversation
• How to release a conversation

Prerequisites for using SMS with call queue or auto receptionist phone numbers

• Zoom Phone license (any license that includes Zoom Phone Pro features)
• Zoom Phone Power Pack add-on
• Zoom desktop client or mobile app, version 5.7.0 or higher
• Zoom Web App
• SMS set up for the call queue or auto receptionist by your admin

How to receive messages

SMS messages will appear in the SMS tab, just like your regular SMS messages.  To access SMS:

1. Sign in to the Zoom desktop client, mobile app, or Zoom Web App.
2. Click or tap the Phone tab.
3. Click or tap the SMS tab.

If you've enabled notifications at the system level (Windows, macOS, Linux, Android, or iOS) and in the SMS conversation settings, you will receive a notification depending on the status of the SMS conversation:

• You will see notifications if no members have clicked Reply to claim to conversation or you've clicked Reply.
• You will not see notifications if another member has clicked Reply to claim the conversation.

How to reply to a message and claiming the conversation

You can reply to messages received by the call queue or auto receptionist to claim the conversation. This prevents other members from replying to the same conversation. Other members can still see the conversation.

Note: Claimed conversations are automatically released after 5 minutes of inactivity.

1. Sign in to the Zoom desktop client, mobile app, or Zoom Web App.
2. Click or tap the Phone tab.
3. Click or tap the SMS tab.
4. Click or tap an SMS conversation that belongs to a call queue or auto receptionist. The call queue or auto receptionist display name will appear below the caller ID of the sender.
5. Click Reply at the bottom of the conversation thread.
   You will see a pop-up notification to confirm.
   Note: You will see a notification in the conversation thread if another phone user has chosen to reply, which prevents you from replying.
6. Click Reply to confirm.
7. Enter a message.
8. Send the message.
   • Desktop client: Press the Enter key.
   • Mobile app: Tap the send button .

Learn more about SMS message and conversation options.

How to release a conversation

You can release a conversion to allow other members to reply to the conversation and claim it.

1. Sign in to the Zoom desktop client, mobile app, or Zoom Web App.
2. Click or tap the Phone tab.
3. Click or tap the SMS tab.
4. Click or tap an SMS conversation that belongs to a call queue or auto receptionist. The call queue or auto receptionist display name will appear below the caller ID of the sender.
5. Click Release at the top of the conversation thread.
   You will see a pop-up notification to confirm.
6. Click Release to confirm.
   Other members will be able to reply to the conversation. If another member replies to the conversation to claim it, there is no effect on the caller ID displayed to the other SMS participant.