Managing SMS templates

As an admin, you can maximize SMS message efficiency with the SMS template feature to empower your call queue or auto-receptionist users, or a user with the power pack license to generate or reply to multiple messages rapidly. After setting up your SMS templates, your users can access them directly from their Zoom app. When setting up a template, you can customize specific fields to tailor your users’ message to the recipient. In addition, you have control over who can use SMS message templates and their distribution, allowing you to decide whether they are available to all users within your organization, a specific site, group, or individual user.

This article covers:

• How to enable or disable SMS templates
  • Enable or disable SMS templates at the account level
  • Enable or disable SMS templates at the site level
  • Enable or disable SMS templates at the group level
  • Enable or disable SMS templates at the user level
• How to create an SMS template
• How to edit an SMS template
• How to delete or deactivate an SMS template
• How to view the SMS template audit log

Prerequisites for managing SMS templates

• Business or Enterprise account
• Account owner or admin privileges
• Zoom Phone licenses in the account
• Zoom Phone Power Pack licenses for Call Queue, Auto Receptionist, or individual users
• SMS enabled by admin

How to enable or disable SMS templates

You can enable SMS templates at the account, site, group, or user level. You can create up to 50 templates at those levels.

Enable or disable SMS templates at the account level

SMS templates are created at the account level and then made available to your sites, groups, or individual users, so make sure they are created at that level so they can be used where you want.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management then Account Settings.
3. Click the Zoom Phone tab.
4. To the right of SMS Templates, click the toggle to enable or disable  the setting.
5. (Optional) To the right of SMS Templates, click the lock icon  to prevent changes at the site, group, or user level.

Enable or disable SMS templates at the site level

At the site level, you can enable or disable the feature. Any SMS template needs to be created at the account level.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Phone System Management then Company Info.
3. Click on the name of the site, then click the Policy tab.
4. To the right of SMS Templates, click the toggle to enable or disable  the setting.
5. (Optional) To the right of SMS Templates, click the lock icon  to prevent changes at the site level.

Enable or disable SMS templates at the group level

At the group level, you can enable or disable the feature. Any SMS template needs to be created at the account level.
Note: Make sure your group is activated by clicking Activate Now in your banner on the top of the page so members can inherit the policy. If not activated, the policy will not take effect.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click User Management then Groups.
3. Click on the name of the group, then click the Zoom Phone tab.
4. To the right of SMS Templates, click the toggle to enable or disable  the setting.
5. (Optional) To the right of SMS Templates, click the lock icon  to prevent users of the group to change the setting.

Enable or disable SMS templates at the user level

At the user level, you can enable or disable the feature. Any SMS template needs to be created at the account level.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Phone System Management then Users & Rooms.
3. Click on the name of the user, then click the Policy tab.
4. To the right of SMS Templates, click the toggle to enable or disable  the setting.
   Note: If you cannot change the setting, it might be locked at the account, site, or group level.

How to create an SMS template

You can only create templates at the account level, with a maximum of 50 allowed per account.

1. Make sure SMS Templates is enabled at the account level.
2. To the right of SMS Templates, click Create New Template.
3. In the dialog window, under each field, do the following:
   • Template Name: Enter a name for your SMS template.
   • Description (Optional): Enter a description to allow you to identify the purpose of the template.
   • Text to Display: Enter the text to be displayed when utilizing the template.
     • Click + Add dynamic field, to add a field for Company name and/or Contact first name.
       Note: For the Contact first name dynamic field to be functional, your users will need to create personal contacts for their recipients. The Company name is your account name and will be pulled automatically from your account.
   • Click Save.
4. (Optional) On the right, click +Create New Template, to add another template.

How to edit an SMS template

You can only make changes to an SMS template at the account level.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management then Account Settings.
3. Click the Zoom Phone tab.
4. Under SMS Templates, click on the title of the template you wish to edit.
5. In the dialog box of the template, click Edit.
6. Make the necessary changes, then click Save.

How to delete or deactivate an SMS template

You can only delete an SMS template at the account level.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management then Account Settings.
3. Click the Zoom Phone tab.
4. Under SMS Templates, to the right of the template, do one of the following:
   • Click the trash icon  , to delete the template.
   • Click Deactivate, to inactivate the template from users but retain it in the account.

How to view the SMS Template audit log

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management then Reports.
3. Click the User Activity Reports tab, then Phone System Operation Logs.
4. In the All Categories filter, search Policy, then click Search.
5. Under Operation Detail, you can review the activities performed by your admins such as enabling/disabling, locking/unlocking the policy, and adding/editing/deactivating/deleting the SMS template(s).