Send and receive texts and pictures

You can text customers from your business number in Communicator, and read their replies in the same place.

This feature needs the Communicator apps add-on on your account. See plans and pricing

Some labels in your portal or apps may look slightly different from this guide.

Before you start

• Text messaging is part of every plan. Your plan includes 200 messages per user each month. If your team needs more, higher texting volume is an add-on, so ask your admin.
• Carriers require your business to be registered before texts can be sent. CallSprout files that registration for your company.
• Texting is for conversations with your customers. Bulk texting campaigns aren't allowed.
• You need a texting number assigned to you. The SMS icon only appears once you have one. If it's missing, ask your admin or contact support.

Send a text

1. 1
   Step 1:

   Open SMS

   Select the SMS icon in the left navigation.
2. 2
   Step 2:

   Pick who to text

   Search for a name or type a number. If a contact has several numbers, you'll be asked which to use.
3. 3
   Step 3:

   Write and send

   Type your message and send it.

Text from a different number

If you have more than one texting number, each conversation shows which number it uses. Use the filter icon to show one number at a time.

1. 1
   Step 1:

   Check the Sending from bar

   It sits under the conversation header and shows the number you're using.
2. 2
   Step 2:

   Switch if you need to

   Choose Send from another number when you reply, or pick a number when you start a new message.
3. 3
   Step 3:

   Set your default

   Select the Manage SMS Numbers icon to choose the number new conversations start from. Without a choice, your first assigned number is used.

Each conversation belongs to one number. If you switch numbers, you start a new conversation.

Send a picture

Attaching a file turns your text into a picture message. Picture messages count toward your monthly texting allowance, just like texts. They're limited to a small total size and a set number of files.

What the states mean

• Sending. The message is on its way.
• Sent. It left your account. This isn't a delivery confirmation. If a text says Sent but the other person never gets it, see Why does my text say Sent but never arrive?.
• Failed. Select Retry.

What to expect

If your company shares one texting number, everyone on that number can see its messages. See Share a texting number with your team. Rules about who you can text, and when, come from carriers and the law. Your company is responsible for following them, so check with whoever handles that for your business. How do texting registration, opt outs and HELP replies work? covers what CallSprout handles and what stays with you.