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Texting is now randomly not working. We have used Zoom Phone for almost a year.

gk96
Listener

Hi there, one user is getting the error message, "You don't have a direct number. You cannot start a new conversation" when texting some people.  She can text some people from the desktop app, but not others.

  • We have been using Zoom phone for almost a year
  • We do have 10DLC and a campaign approved / assigned.
  • The phone numbers were ported into Zoom Phone almost a year ago.
  • We haven't made any Zoom admin changes in the Zoom dashboard.
  • We don't bulk send text messages.  Just used in communicating with our customers and vendors.
  • I've send a text message to a person that she can't and it works fine.

Any guidance would be appreciated.

 

5 REPLIES 5

Eliot
Community Champion | Zoom Partner
Community Champion | Zoom Partner

hi gk96,

 

do your other sms users have power pack license?

 

please see

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062033

 

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

 

thanks,  eliot

gk96
Listener

We don't use call queue or receptionist for SMS.  Only individual phone lines with a Zoom license to call/text.  

Eliot
Community Champion | Zoom Partner
Community Champion | Zoom Partner

hi gk96,

is your user texting using her direct telephone number?  is her direct number 10DLC and a campaign approved / assigned telephone number?

 

is your user on zoom 5.17.1?

 

thanks,  eliot

 

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0059932

 

thanks,  eliot

 

gk96
Listener

Yes - texting using her direct phone number.  Yes -10DLC and campaign approved and assigned to her phone number.  I haven't asked what version she is using.  I'll ask.  But there are issues on iOS and Mac desktop app.

Eliot
Community Champion | Zoom Partner
Community Champion | Zoom Partner

hi gk96,

 

i suggest opening a support ticket.

 

thanks,  eliot