Please Help! I can't use my SMS in the app! | Community
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Cainwyn
New Member
May 26, 2026
Question

Please Help! I can't use my SMS in the app!

  • May 26, 2026
  • 1 reply
  • 13 views

Cant get SMS to work! Campaign is active. Brand is vetted. I only have one business number that is assigned to the auto receptionist which is also the active sms campaign. When i try to text in the app it says I don't have a direct number assigned to me.  I am pulling my hair out trying to fix this. I have the Business Plus Plan. If I unbind the auto receptionist to assign the number to me I will lose my campaign. I have been googling and trying to figure this out, but I am at my wit’s end and may start looking for a new service….I am new to VOIP Phone service. Google said with the business plus plan that i dont need to buy anything else and should be able to text. PLEASE HELP!

    1 reply

    E
    Community Super Champion | Partner
    Eliot
    Community Super Champion | Partner
    May 26, 2026

    hi ​@Cainwyn 

    I think there are three possibilities.  Maybe some other community members have different and or better solutions.

    1. You can license a new direct number and add the new direct number for yourself to an existing sms campaign.

    How to view phone numbers assigned to a campaign

    1. Access SMS campaigns in the Zoom web portal.
    2. Click the desired campaign.
    3. To the right of Phone numbers, click See all.
      The phone numbers assigned to the campaign will be displayed.
    4. (Optional) To the right of Assign Numbers, assign more numbers to the campaign.
      Note: When adding numbers to campaigns, ensure that you only assign numbers on which you intend to use SMS with Zoom. If you add a number where SMS is currently handled by a third-party provider, the SMS functionality will switch over to Zoom.
    5. Click Close.

     

    SMS/MMS 10DLC Compliance for Zoom Phone, Zoom Contact Center, and Zoom Meetings

     

    1. You can use the optional Customer Engagement Pack for sms texts routed to your auto receptionist.

    If Team SMS is enabled by an admin, phone users can send or receive SMS messages using phone numbers associated with call queues or auto receptionists. This allows you to view SMS messages that are sent to a group of users. You can then reply to the conversation, which prevents other members from replying to the same conversation, and transfer a thread to another to share information that might have been missed. You can also release a conversation to allow other members to reply.

     

    For example, if your admin set up a customer service team (call queue) and enabled SMS for it, all members can view SMS messages sent to the team's direct phone number. When a customer texts the customer service team, all members will receive an SMS notification. Any member can reply to the customer to assist them.

     Using SMS with call queues or auto receptionists

    Customer Engagement Pack | Zoom

     

    1. Remove auto receptionist telephone number from existing campaign and create a new campaign with just your new direct number.

    thanks, eliot

     

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