Frequently asked questions about SMS


Zoom Phone SMS allows phone users to send and receive text messages (SMS) using the Zoom desktop client or mobile app.

Note: For instructions on setting up and using SMS, see our admin or user guides.

This article covers:

Admins

How do I enable SMS for a phone user or site?

You can enable SMS in policy settings at the phone user level, site level (if you enabled multiple sites) or account level.

Note: You must enable SMS at the account level before you can see the SMS policy setting at the phone user or site level. See the SMS admin guide for more information.

How do I enable SMS for a call queue or auto receptionist?

You can enable SMS for a call queue or auto receptionist to allow phone users to send or receive SMS messages using phone numbers associated with these extensions.

How do I enable international SMS?

Note: Before you can enable international SMS, the feature needs to be enabled on your account by Zoom. After contacting Zoom, please allow up to 3 business days for the feature to be enabled.

You can also enable international SMS to allow phone users to send SMS messages to certain countries/regions. This can be enabled at the account level (multiple sites disabled) or site level (multiple sites enabled).

See the SMS admin guide for more information.

Does SMS support end-to-end encryption?

Zoom Phone SMS does not support end-to-end encryption.

How do I access SMS logs?

See the SMS admin guide for more information.

How do I view charges for SMS usage?

You can view SMS charges in the phone usage reports.

How do I opt out of Zoom Phone SMS and use a third-party provider?

You can request an integration with your current SMS provider.

Users

What are the prerequisites for SMS?

See the SMS user guide for a list of prerequisites. If you don’t have access to SMS, contact your Zoom Phone admin.

How do I send images?

You can send JPG, PNG, and GIF files. See the SMS user guide for more information.

Can I send video files?

Not at this time. We are working to enable this in the future.

Can I send and receive messages from the web portal?

No, you can only send and receive messages using the Zoom desktop client or mobile app.

Can I send or receive messages to/from SMS short codes? (For example, receiving Multi-Factor Authentication codes.)

You can receive SMS messages from short codes. For example, you can receive messages for Multi-Factor Authentication (MFA) or messages from ordering services.

How do I determine what phone numbers are associated with an SMS message?

While viewing an SMS conversation, click or tap the information button beside the recipient's number or name.

Which phone numbers can I use to send/receive SMS messages?

You can only use US or Canada direct phone numbers assigned to you. If enabled by you admin, you can also use phone numbers associated with a call queue or auto receptionist (except the main company number). 

You can't use the following phone numbers to send or receive SMS messages:

If I have multiple direct phone numbers, how do I select the desired number to send a message?

When composing a new SMS message, you can switch phone numbers using the From drop-down menu above the text box.

For existing SMS conversations, you can’t switch your phone number. Compose a new SMS message to change your phone number.

Can I send an SMS message to a group?

You can an SMS message to a group of up to 10 phone numbers.

Can I use my international phone number to send SMS messages?

Not at this time. You can only send from US and Canada phone numbers.

Can I use my toll-free numbers for SMS ?

Yes. You can follow this article to enable SMS on your US/CA toll-free phone numbers.

Can I send messages to an international number?

Admins can enable the ability to send/receive SMS for certain countries/regions. Messages sent to international telephone numbers will be metered according to the international messaging rate table.

Contact your Zoom Phone admin for more information.

Note: If the admin hasn't enabled international SMS, you can still send messages to an international phone number if it belongs to a Zoom Phone user. 

Can I send messages from auto receptionist and call queue phone numbers?

Yes, if enabled by your admin. Learn more about the prerequisites for this feature.

Can I receive one-time passwords for Multi-Factor Authentication via Zoom Phone SMS?

Receipt of one-time passwords (OTP) for Multi-Factor Authentication is supported on a best-effort basis. Certain applications require the OTPs to be sent to wireless numbers and they do not deliver OTPs to VOIP numbers (like the ones for Zoom Phone). OTPs from such applications may not get delivered to your Zoom Phone SMS inbox. For these applications, alternate verification mechanisms, e.g. OTP verification via voice calls, are recommended and supported by Zoom Phone.

How long does it take to activate a new phone number?

After you’ve added a number to your account, please allow up to 2 hours for your phone number to be activated and functional.

What should I do if I'm not receiving messages on my direct phone number from select carriers?

If it's been more than 2 hours since you’ve added the phone number to your account, please contact Zoom support for assistance.

What is the character limit for SMS messages?

When using Zoom desktop client or mobile app, each message can contain up to 500 characters.

Note: Each SMS message can contain up to 160 characters as this is the standard SMS character limit. When sending a message longer than 160 characters, the Zoom desktop client or mobile app will automatically segment the message. You will see a single message on the Zoom desktop client and mobile app, but your recipient may see several messages.