SMS - Sender # Change

[Lib1]

We are testing SMS to confirm some appointments with homeowners. Is there a way that we can change the SMS/Caller ID to show our 800 # (we are able to do this with phone calls). Currently when we send a text message the receiver will get a "Potential Spam" ID or the personal phone number of the employee on their phone. We do not wish to do this because our teams are on queue and no one should be calling their personal ext or phone number for work.  Nor do we want our customers to have the Caller ID say Potential Spam. Please advise. Thank you. 

[iambobsat · Accepted solution]

Hi Lib1, 

Yes, there are settings in Zoom Phone that can help you show your company’s 800 number (or another company‑approved number) rather than an individual employee extension when sending SMS/Texts, but there are some important caveats and setup steps. Below is a summary of what’s possible + what you’ll need to check to get it working for your use‑case (appointment‑confirming SMS from your team).

What is possible

• Zoom Phone supports SMS sending/receiving on numbers assigned to it.
• Organizations can set a Caller ID number for outbound phone calls (and a “Caller ID name”) in Zoom Phone.
• For text (SMS) using a call queue or auto‑receptionist number, Zoom supports outbound SMS via that shared number.

  Key limitations / what to verify

  • The “Caller ID number” for SMS is not always fully controllable independently from the number actually assigned for SMS. For example, Zoom states:
    “How is the caller ID number determined on outbound SMS messages from Zoom Phone?” — “The only number that can be used to send SMS messages by default is the direct phone number that you have been assigned.”
  • If you want the SMS to come from your 800 # (and not a personal extension), that 800 number must be assigned within Zoom (or via a call queue/auto‑receptionist) with SMS enabled. If it isn’t, then the employee’s personal line might be shown instead.
  • SMS deliverability and display (especially for “Caller ID name” or “business name” showing) depend on mobile carrier databases, 10DLC compliance, and how the recipient’s carrier treats the number. Some carriers may show “Potential Spam” if they don’t recognize the number or if the setup isn’t fully compliant.
  • You might need additional licensing or configuration: e.g., a “Power Pack” add‑on in Zoom for certain shared SMS / call queue use‑cases.

    Suggested steps to configure for your scenario

    Here’s what you should do / ask your Zoom admin to check so your SMS‑appointment confirmations show your 800 number and avoid the “Potential Spam” label.

    Ensure your 800 number is properly assigned in Zoom Phone

    • Make sure the 800 # is in your Zoom number inventory and is set as a line capable of SMS.
    • If it’s used for appointments / outbound texts, ideally assign it to either: a) a call queue or b) an auto‑receptionist that your team uses for SMS. (Zoom’s doc for “Using Zoom Phone SMS with call queues or auto receptionists” covers this.

      Enable SMS for that 800 number / queue

      • In the Zoom Phone admin portal: Phone System Management → Numbers → ensure SMS is enabled.
      • If using a call queue, ensure that queue has SMS enabled so outbound messages use the queue’s number rather than individual lines.

        Set the outbound Caller ID number / name for the site or organization

        • In Zoom Phone: Phone System Management → Company Info (or Site Profile) → set Caller ID Name (your company/business name) for outbound calls/SMS.
        • Make sure the number sent is your 800 # (or the number you intend). If employees are sending from their individual lines, update their outbound caller ID settings to use the 800 #.

          Check 10DLC / carrier registration / SMS compliance

          • Because you are sending appointment‑confirmation SMS (likely business messages) you’ll want to ensure you’re registered under the proper 10DLC campaign (in the U.S.) so carriers don’t flag the number as spam. Some users report their SMS being delayed or marked as spam when this isn’t set up.
          • Ask your Zoom rep or support to confirm whether your SMS campaign is cleared and your number is properly authorized.

            Test from different carriers/devices

            • After configuring, send test SMS to phones on different networks (Verizon, AT&T, etc) to confirm how the caller‑ID shows (number + business name) and whether the “Potential Spam” message still occurs.
            • If it still shows “Potential Spam”, you may need to engage Zoom support or your carrier to check how the number is registered with the national caller‑ID database.

              Ensure employees use the queue/number rather than personal extension

              • Train your team to send SMS from the queue line (or the 800 number line) in the Zoom app rather than manually selecting their personal number.
              • In Zoom Phone app: Phone tab → SMS tab → ensure you select the correct “From” number if multiple are shown.

[MGSR]

Hi @Lib1! I wanted to let you know that I’ve marked @iambobsat's response as the accepted solution, as I believe it answers your question. If you have any more questions or need further clarification, feel free to ask.