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You don't have a direct number. You cannot start a new conversation

MizeraDigital
Listener

Having a rough time with the transition to Zoom phone.  A big part of my business need is SMS.  I don't need to mass message, but did the 10DLC process anyway.  When I attempt to send SMS, I get the message "You don't have a direct number. You cannot start a new conversation".  I have had a ticket open a couple of days on this, and no response.  I am sure I have a few upset customers.  SMS is enabled, and that made the sms tab appear, but still no luck.  

 

Any help would be greatly appreciated.

1 ACCEPTED SOLUTION

MizeraDigital
Listener

Just spoke with support.  Here is the right answer in that it might help others.  In order to use SMS, you not only have to apply for 10DLC, which I did, and was approved, but you MUST create a campaign, and then have that campaign approved.  EVEN IF you just want to do direct SMS to or from clients.  This very patient and kind support agent walked me through the process.  I wish I could at least receive messages, but I guess that won't be enabled until this
"campaign" is approved. 

 

Update 8/18

 

The plot thickens.  After no SMS for over a week, I find out the above is still not right.  Yes, you apparently do need to have the 10DLC approval to use SMS.  Several days ago I asked why can I not receive SMS?  Two days ago, an agent proposed a Zoom session to go through settings.  My number was assigned to the auto attendant.  He said to remove it from there, and assign it to the lone user, me.  Well, not only did I receive a test text, I was able to respond.  I wonder if the campaign assignment was even necessary??  This has been incredibly frustrating.  I may have well lost a client or job in the process.  

 

The bottom line here is this error message actually means you have to assign a number to the user level, even if you are the only user.  Period.  SMS would have probably worked from the start had this been done.  

 

Zoom could have done a far better job with this rather complex issue in documentation and setup guidance.  

View solution in original post

9 REPLIES 9

Eliot
Community Champion | Zoom Partner
Community Champion | Zoom Partner

hi mizeradigital,

 

you or whoever is trying to send a sms must have a telephone number assigned to their extension.  please check to see if this is the case.

 

sms faq states:

Which phone numbers can I use to send/receive SMS messages?
You can only use US or Canada direct phone numbers assigned to you. If enabled by you admin, you can also use phone numbers associated with a call queue or auto receptionist (except the main company number).

You can't use the following phone numbers to send or receive SMS messages:

Shared line group phone numbers

Frequently asked questions about SMS – Zoom Support

please review Prerequisites for using SMS  support article.

Using SMS – Zoom Support

 

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

 

thanks,  eliot

 

MizeraDigital
Listener

Eliot,

 
I have read the support docs, and followed them as best I can.  I need more help here.  I do not know what else to do.  I just have the single number, and the only admin/member is me.  I thought this would be simple.  If I cannot get SMS working right away I need to move to another host.  
 
I need to be able to receive texts from customers.  

Eliot
Community Champion | Zoom Partner
Community Champion | Zoom Partner

hi mizeradigital,

 

is the single telephone number assigned to your extension?  if not, what is the single telephone number assigned to?

 

thanks,  eliot

MizeraDigital
Listener

The number shows up under Assigned in Phone system management as assigned to all.  It this what you mean?  Might be worth noting that voice calls do work.  Just SMS is broken.  

Eliot
Community Champion | Zoom Partner
Community Champion | Zoom Partner

hi mizeradigital,

please see screen shot showing a number assigned to a  user

Eliot_0-1691673811835.png

 

its also possible that your number is assigned to your auto receptionist.

 

Eliot_1-1691674039855.png

 

thanks,  eliot

MizeraDigital
Listener

Just spoke with support.  Here is the right answer in that it might help others.  In order to use SMS, you not only have to apply for 10DLC, which I did, and was approved, but you MUST create a campaign, and then have that campaign approved.  EVEN IF you just want to do direct SMS to or from clients.  This very patient and kind support agent walked me through the process.  I wish I could at least receive messages, but I guess that won't be enabled until this
"campaign" is approved. 

 

Update 8/18

 

The plot thickens.  After no SMS for over a week, I find out the above is still not right.  Yes, you apparently do need to have the 10DLC approval to use SMS.  Several days ago I asked why can I not receive SMS?  Two days ago, an agent proposed a Zoom session to go through settings.  My number was assigned to the auto attendant.  He said to remove it from there, and assign it to the lone user, me.  Well, not only did I receive a test text, I was able to respond.  I wonder if the campaign assignment was even necessary??  This has been incredibly frustrating.  I may have well lost a client or job in the process.  

 

The bottom line here is this error message actually means you have to assign a number to the user level, even if you are the only user.  Period.  SMS would have probably worked from the start had this been done.  

 

Zoom could have done a far better job with this rather complex issue in documentation and setup guidance.  

Hi. We are having this same issue and it has been impossible to hear from a zoom rep. We also heavily rely on texting for clients. Where in settings did you go to be able to assign a number to the user level? Thank you

I had to have a support agent walk me through this process.  I can not recall the steps.  

Ron007
Listener

I agree w/ comment about documentation. It is very inconsistent/inaccurate for this.