# SMS number and channel setup

Connect business text numbers to INSIDE and configure how SMS conversations, media and replies use each number.

*Release 3.3 · admin, operator, visitor*

**Settings › Text/SMS › Text/SMS Phone Numbers** · **Settings › Text/SMS › General Settings (Legacy)**

## What it is

**Text/SMS Phone Numbers** connects business messaging numbers to INSIDE. Customers can send text and supported media to a connected number, and you can reply from the conversation pane. Each number can have its own language, subsite, hours, automated tasks and response targets.

## Who uses it and why

- Operators answer texts and review received media and delivery errors.
- Administrators arrange the numbers, provider credentials and account behaviour with Powerfront.
- Visitors contact the business from their phone and receive text or media replies.

## Where to find it

Open an **SMS** conversation to read and reply. Powerfront manages numbers under **Settings › Text/SMS › Text/SMS Phone Numbers**.

**Settings › Text/SMS › General Settings (Legacy)** holds older website defaults. Powerfront can change these for you and manages account-specific options on the individual number.

## How it works

1. A customer sends a message to a connected business number.
2. INSIDE uses the receiving number to select the enabled account and records a return route.
3. The message enters the customer's conversation. Supported incoming images, audio, video and files become attachments.
4. You reply in INSIDE. Ordinary text replies use the business number retained on the conversation when it is available.

The same customer can have separate conversations with different business numbers. If SMS continuation from a web conversation is already enabled for that visitor, incoming texts can continue that conversation instead.

When no explicit sending number is supplied, INSIDE uses a remembered valid return route where applicable, then an enabled number for the subsite, then an enabled website number. **Default** gives a number priority within those choices.

Media and product replies use that route-and-default selection rather than the explicit conversation-number path used for ordinary text. Check their sending number carefully when your website has several numbers.

Provider delivery and failure reports update matching sent messages. A sent text does not provide the same read-receipt capability as a messaging app.

## Configure it

Ask Powerfront to add the number with a **Name**, **Phone Number**, optional **Subsite** and provider credentials. Powerfront enters the business **Phone Number** without the leading plus sign. **Twilio** is the only **Platform** available in this release.

Powerfront enables the number and chooses whether it is **Default**. **SMS Only** makes ordinary attachments use a text download link rather than MMS. Product and offer content has separate image handling, so this option is not a universal block on every outgoing media message.

Powerfront can configure **Business Hours**, offline messages, offline assignment and **Service Levels**. When business hours are enabled, a business day and a valid start time before the end time are required.

Where Virtual Assistant is available, Powerfront can select **Start Task (Operator Available)** and **Start Task (No Operator Available)**. **Assign to Operator first and then start the Task** controls the order of assignment and the available-operator task.

The account also has **Messages** options for opt-in, opt-out and help behaviour, and **Post Chat Survey** options. Those are covered in the related articles. Older numbers can inherit missing credentials, hours, offline messages and keyword behaviour from the legacy website settings.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enabled | Settings › Text/SMS › Text/SMS Phone Numbers | channel | Off in the new-account editor | Powerfront, on request | Makes the number available as an active messaging account. |
| Default | Settings › Text/SMS › Text/SMS Phone Numbers | channel | Off | Powerfront, on request | Prefers this enabled number when INSIDE chooses an outbound number for its subsite or website. |
| SMS Only | Settings › Text/SMS › Text/SMS Phone Numbers | channel | Off | Powerfront, on request | Sends ordinary attachments as text download links instead of MMS. Product and offer images have a separate send path. |
| Language | Settings › Text/SMS › Text/SMS Phone Numbers | channel | Default (website language) | Powerfront, on request | Selects the account language for supported multilingual messages. |
| Business Hours | Settings › Text/SMS › Text/SMS Phone Numbers | channel | Off in the new-account editor; older accounts can inherit legacy settings | Powerfront, on request | Enables the account's business-day and time schedule and related offline messages. |
| Can assign to offline Operators/Teams/Channels | Settings › Text/SMS › Text/SMS Phone Numbers | channel | Off in the new-account editor; older accounts can inherit legacy settings | Powerfront, on request | Allows assignment of SMS conversations to offline destinations. |
| Offline Message (Business Hours) | Settings › Text/SMS › Text/SMS Phone Numbers | channel | Not set: no account-specific reply; uses the legacy website message if one is configured | Powerfront, on request | Supplies the account's offline reply during its business hours. |
| Offline Message (Non-Business Hours) | Settings › Text/SMS › Text/SMS Phone Numbers | channel | Not set: no account-specific reply; uses the legacy website message if one is configured | Powerfront, on request | Supplies the account's offline reply outside its business hours. |
| Start Task (Operator Available) | Settings › Text/SMS › Text/SMS Phone Numbers | channel | Not set: no task starts automatically when an operator is available | Powerfront, on request | Selects an available Virtual Assistant task for conversations when an operator is available. |
| Assign to Operator first and then start the Task | Settings › Text/SMS › Text/SMS Phone Numbers | channel | Off in the new-account editor; On when absent from stored account settings | Powerfront, on request | Determines whether the available-operator task starts after operator assignment or handles the conversation directly. |
| Start Task (No Operator Available) | Settings › Text/SMS › Text/SMS Phone Numbers | channel | Not set: no task starts automatically when no operator is available | Powerfront, on request | Selects an available Virtual Assistant task for conversations when no operator is available. |
| Business Service Level Target (secs) | Settings › Text/SMS › Text/SMS Phone Numbers | channel | Not set: uses the website business service-level target, or 0 seconds if that is unset | Powerfront, on request | Sets the business response target for conversations on this number. Zero also uses the website target. |
| Operator Service Level Target (secs) | Settings › Text/SMS › Text/SMS Phone Numbers | channel | Not set: uses the website operator service-level target, or 0 seconds if that is unset | Powerfront, on request | Sets the operator response target for conversations on this number. Zero also uses the website target. |
| WFM Service Level Target (secs) | Settings › Text/SMS › Text/SMS Phone Numbers | channel | Not set: uses the website WFM service-level target, or 0 seconds if that is unset | Powerfront, on request | Sets the workforce management response target for conversations on this number. Zero also uses the website target. |

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Name | Settings › Text/SMS › Text/SMS Phone Numbers | Yes | Identifies the business number in INSIDE. |
| Phone Number | Settings › Text/SMS › Text/SMS Phone Numbers | Yes | Identifies the receiving business number, entered without the leading plus sign. |
| Subsite | Settings › Text/SMS › Text/SMS Phone Numbers | No | Associates the number and its conversations with a subsite. |
| Platform | Settings › Text/SMS › Text/SMS Phone Numbers | No | Selects the messaging provider. Twilio is the only available option in this release. |
| Platform Account ID | Settings › Text/SMS › Text/SMS Phone Numbers | No | Supplies the provider account identity for this number, or uses the legacy website value when absent. |
| Platform Secret | Settings › Text/SMS › Text/SMS Phone Numbers | No | Supplies the provider credential. A blank field while editing keeps the saved secret. |

## Limits and good to know

- A business number cannot be enabled on two different account records at the same time.
- A remembered return route must still point to an enabled number on the website.
- **Default** chooses a preferred fallback. It does not replace an explicit number used for an ordinary text reply.
- MMS delivery depends on the provider and recipient. Supported content can be sent as a download link instead.
- SMS has no typing indicator, outgoing reaction, location-request control or authentication-request control in this integration.
- Blocked numbers and communication preferences affect messaging. See [SMS consent and number blocking](CHN-023.md) for consent and keyword behaviour.

## Depends on and works with

### This feature uses

- **Requires** [Messaging conversations](CHN-002.md): Conversation identity distinguishes both the customer's number and receiving business number.
- **Requires** [Webhooks and message status](CHN-003.md): Provider notifications supply incoming texts, media and delivery updates.
- **Configured in** [Subsites](ADM-003.md): Subsite assignment affects conversation placement and outbound number selection.
- **Configured in** [Website and regional settings](ADM-004.md): The website timezone determines when SMS account business hours apply.
- **Configured in** [Website, channel and subsite access](ADM-009.md): Website and channel access controls operator conversation access.
- **Configured in** [Business hours and scheduling](ADM-016.md): Per-number business hours and offline messages control SMS handling outside normal coverage.
- **Configured in** [SMS consent and number blocking](CHN-023.md): Account keywords, consent replies and blocklists affect SMS handling.
- **Works better with** [Message delivery and read receipts](CHAT-003.md): Provider delivery and failure reports update message status.
- **Works better with** [Attachments in conversations](CHAT-018.md): Supported attachments can arrive as media or be sent through MMS or download links.
- **Works better with** [Service levels and response timers](CHAT-029.md): Service levels measure SMS responses against the selected number's targets.
- **Works better with** [Virtual Assistant tasks in messaging channels](CHN-004.md): SMS can run configured Virtual Assistant tasks with channel-appropriate text questions.
- **Works better with** [Post-chat surveys in messaging channels](CHN-005.md): Each text number can enable a post-chat survey.
- **Works better with** [Virtual Assistant task actions](ENG-016.md): An outbound workflow action can choose a text number for a new conversation.
- **Needs licence or module** Admin settings and feature switches (managed by Powerfront): Powerfront must enable Text/SMS before connected numbers can be used.

### Used by

- **Required by** [SMS consent and number blocking](CHN-023.md): SMS accounts supply the receiving number, language and message transport.
- **Configures** [Virtual Assistant task setup](ENG-009.md): SMS account settings choose start tasks and whether operator assignment happens first.
- **Configures** [Virtual Assistant task actions](ENG-016.md): SMS account settings determine the sending number and routing used by text actions.
- **Configures** [Messaging conversations](CHN-002.md): SMS number settings determine receiving accounts and fallback reply numbers.
- **Configures** [Webhooks and message status](CHN-003.md): SMS number records identify the business account for incoming texts and status updates.
- **Configures** [Virtual Assistant tasks in messaging channels](CHN-004.md): Each SMS number can select its starting tasks and whether operator assignment happens first.
- **Configures** [Post-chat surveys in messaging channels](CHN-005.md): Each SMS number selects and enables its linked post-chat survey.
- **Configures** [Social messaging and SMS reports](REP-012.md): SMS number settings define the numbers and response targets used by Text reporting.
- **Configures** [Business hours and scheduling](ADM-016.md): SMS account records contain their account-specific business hours and offline messages.
- **Enhances** [Address book and contact actions](CRM-006.md): An available SMS identity enables the Send Text action.
- **Enhances** [Broadcast acceptance and queue action reports](REP-007.md): Queue actions can produce text conversations with reported outcomes.
- **Enhances** [Audit search for retained customer records](REP-021.md): The Text tab searches SMS conversation history.

## FAQ and troubleshooting

### Why did my reply use a different business number?

Ordinary text can use the number retained on the conversation. Media, product replies and sends without an explicit number use remembered routing or subsite and website defaults. Ask Powerfront to check the enabled numbers and **Default** selections.

### Why did an attachment arrive as a download link?

**SMS Only**, the content type or special media handling can make INSIDE send a text link instead of MMS. Ask Powerfront to check the selected account.

### Why can the customer text one number but not another?

Each number is a separate account. Ask Powerfront to check **Enabled**, the provider connection and any blocklist entry for the affected number.

### Why do old website settings still affect this number?

Older accounts inherit missing values from **General Settings (Legacy)**. Ask Powerfront to save the intended options on the individual number.

### Why is a reply marked as failed?

Review the message's error. A missing sending or recipient number, provider rejection or delivery failure can stop the send. Ask Powerfront to check the account if correcting the number or content does not resolve it.