Setting up SMS


 

Zoom Phone SMS allows phone users to send and receive text messages (SMS) using the Zoom desktop client or mobile app. You’ll also gain security and granular controls around company messaging as well as holistic usage and charge reporting. Follow this article to set up SMS for your account's phone users.

To learn about the limitations of SMS, see our frequently asked questions about SMS. You can also set up SMS for a call queue or auto receptionist.

Note: You can set up 10DLC for person-to-person messaging.

This article covers:

Prerequisites for enabling SMS

Note: To use SMS, additional prerequisites are required for phone users.

How to enable SMS

You must enable SMS at the account level before enabling it at the site or extension level.

Enable SMS for an entire account

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Account Management, then click Account Settings.
  3. Select the Zoom Phone tab.
  4. To the right of SMS, click the toggle to enable it.

Enable SMS for select sites

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management, then Company Info.
  3. Select a site from the list. 
  4. Select the Policy tab.
  5. To the right of SMS, click the toggle to enable it.

Enable SMS for a phone user

After enabling SMS at the account level, you can access policy settings to enable SMS at the phone user level. 

Enable SMS for a phone user template

You can also enable SMS for phone user templates, which can be applied to several users at once.

How to enable international SMS

You can also enable international SMS to allow phone users to send SMS messages to certain countries/regions.

Notes:

Specify allowed countries/regions for SMS

    1. Sign in to the Zoom web portal.
    2. In the navigation menu, click Account Management then Billing.
    3. Scroll down to the Zoom Phone row.
    4. Click View All Plans.
    5. Click View/Edit Countries/Regions.
    6. In the dialog box, select the SMS tab.
    7. Search or check the desired countries/regions that users can send SMS to.
    8. Click Save.

Allow international SMS

  1. Ensure SMS is enabled for your account or sites.
  2. Under SMS, select Allow International SMS.
  3. Click Manage Country/Region.
  4. In the dialog box, select the countries/regions that phone users can send SMS messages to, then click Save.

How to set up the data retention policy

You can set a data retention policy for SMS using site-level policy settings.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Company Info.
  3. Click the name of the site you want to edit.
  4. Click the Policy tab.
  5. In the Auto Delete Data After Retention Duration section, click Edit.
  6. Next to SMS/MMS, select the data retention period for SMS.
  7. In the After Retention Duration drop-down menu, select what happens to SMS messages after the retention duration.
    Note: This setting applies to all phone data listed including SMS.

How to view SMS logs

You can view SMS logs to see SMS messages sent and received by phone users.

Notes:

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Logs.
  3. Click the SMS tab.
    • (Optional) A the top, use the following controls to filter or search SMS log entries:
    • From To: Filter the SMS logs by date.
    • Search bar: Filter the data by Name of the user, Number, or Email.
    • On the right, filter the owner type of the data, as Owner Type (All), User, Call Queue, or Auto Receptionist.
    • On the far right of an SMS data, click View, to view the content of the SMS conversation.
  4. On the top right, click Export to CSV, to export the data to a CSV file, and download it.