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.

Requirements 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.

Account

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. Under General, click the SMS Templates toggle to enable or disable it.
5. If a verification dialog appears, click Enable or Disable to verify the change.
6. (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Group

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 the applicable group name from the list.
4. Click the Zoom Phone tab.
5. Under General, click the SMS Templates toggle to enable or disable it.
6. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at the account level and needs to be changed at that level.
7. (Optional) To prevent all users in the group from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Site

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 the applicable site name from the list.
4. Click the Policy tab.
5. Under General, click the SMS Templates toggle to enable or disable it.
6. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at the account level and needs to be changed at that level.
7. (Optional) To prevent all users in the site from changing this setting, click the lock icon , and then click Lock to confirm the setting.

Phone user

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 the applicable phone user name from the list.
4. Click the Policy tab.
5. Under General, click the SMS Templates toggle to enable or disable it.
6. If a verification dialog appears, click Enable or Disable to verify the change.
   Note: If the option is grayed out, it has been locked at either the group or account level. You need to contact your Zoom admin.

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

Note: 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

Note: 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.
4. Click Phone system operation logs.
5. In the All Categories filter dropdown, search Policy, then click Search.
6. 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).