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

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

2. 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

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

thanks, eliot

Thanks! Unfortunately I had to purchase the customer engagement pack. It seems you can’t use just one business number for auto receptionist and texting unless you buy this monthly subscription. :(  Also of note: DO NOT RELY ON THE HELP BOT! I almost decided to cancel my zoom service due to the fact that the chatbot told me I had to have customer engagement pack and a power pack subscription. Luckily I decided to check with Gemini AI and it told me zoom changed the name from power pack to customer engagement pack and that the chatbot was confused because the help files had not been updated…...smh…...glad i decided to check elsewhere before i went to all the trouble of porting my number to another company…..they really should fix this chat bot….

Hi ​@Cainwyn - I’ve reviewed the number in question and made some adjustments on our internal system.  Can you please retest?

If the issue persists, please submit an SMS troubleshooting case so the team may review and advise.  You can do this by asking the Zoom Virtual Assistant that you “need to create an SMS troubleshooting case”.

Thanks!