Managed Contact Center / Omnichannel Messaging

SMS & MMS Messaging

Your business number can send and receive SMS (standard text messages) and MMS (text messages that include images or attachments) — see Glossary — with every conversation showing up alongside your calls and other channels in one place — not a separate app on someone’s personal phone.

Why would a business want texting instead of just calling or emailing?

Text messages get read far faster than email and don’t require a live conversation the way a phone call does — great for appointment confirmations, order updates, quick questions, and anything where a short written exchange beats a phone tag.

Can customers reply, or is this one-way only?

It’s fully two-way — customers can reply to any message, and that reply lands in the same inbox your team already monitors, just like an inbound call or chat would.

Can we send the same message to a large group at once?

Yes — for one-to-many messaging like promotions or announcements, see Bulk Messaging Campaigns.

Does texting use a separate number from our main phone line?

No — messaging typically runs through the same number your business already uses for calls, so customers have one number to remember and reach you on, whether they call or text.

Where do text conversations show up for our team?

In the same unified inbox as calls, chat, and other channels, so an agent has full context on a customer regardless of how they’ve reached out in the past.