Send and receive SMS in the Webphone
Start an SMS chat, choose the number you send from, and manage your chats in the browser and desktop Webphone.
Send and reply to text messages from your business numbers in the SMS tab of the browser and desktop Webphone. Each conversation is a chat with one number.
Before you start
Section titled “Before you start”- An SMS-enabled number must be routed to you, and your licence needs an SMS plan to send. Your administrator sets this up: see SMS to Webphone users.
- If no number is routed to you, the SMS tab tells you to configure SMS routing in the customer portal.
Start a new chat
Section titled “Start a new chat”- Open SMS and click +.
- Choose a Contact, or enter the phone number. Pick the country, then type the number.
- In Send from, choose the number or sender ID to send from. Your administrator can set the one chosen automatically (Default SMS ID in your User settings).
- Type your message and click Send.
You can also start a chat from anywhere a number or contact is shown, such as Contacts, History or Voicemail: click the SMS icon next to it.
Reply in a chat
Section titled “Reply in a chat”- Click the chat in the list. Use Search above the list to find one.
- Type your message. Press Enter to send. To start a new line, press Shift + Enter or Ctrl + Enter.
- To send from a different number, click the number shown next to the message box and choose another.
Message length
Section titled “Message length”Below the message box, a counter shows how many characters are left in the current SMS and how many SMS the message uses. Long messages are sent as up to 3 SMS. If you go over, the counter shows Limit exceeded and you can’t send until you shorten the message.
Each SMS holds 160 standard characters, or 70 if the message has emojis or non-Latin characters. When a message is split, each part holds a few characters less.
Sender IDs that can’t receive replies
Section titled “Sender IDs that can’t receive replies”- No-Reply and other alphanumeric sender IDs (a name instead of a number) can only send. Replies to them aren’t received.
- A chat with a name instead of a number shows It is not possible to reply in this chat.
To send from your business name, see SMS sender ID register.
Manage your chats
Section titled “Manage your chats”From an open chat, use the buttons at the top and the chat’s menu to:
- call the number, add it to your contacts or send an email;
- Mark as unread;
- Block number (see Contacts and call history in the Webphone);
- delete the chat. You’re asked to confirm first.
To clear all unread markers, open the menu above the chat list and choose Mark all chats as read.
If a message can’t be sent
Section titled “If a message can’t be sent”| Message | What to do |
|---|---|
| Not enough funds | Your account balance is too low to send SMS. Ask your account administrator to top up. |
| Destination is not supported | SMS can’t be sent to this number at the moment. |
| SMS cannot be sent | Contact the support team. |
If you’re told that Application-to-Person messaging (A2P) must be activated, regulations require it before this number can send SMS. Your administrator can find more in the number’s SMS routing settings in the customer portal.
For texts that don’t arrive, see SMS not received.