How to Send and Receive SMS on Your Business Number
Start a conversation, choose your business line, reply to incoming texts and use the tools in the message composer.
Use Conversations → Inbox to text an individual customer from your business number. Incoming replies stay with the conversation so your team can follow up, subject to each user's access.
Before you start
Your business number must have messaging enabled and the required messaging registration or verification completed. Contact only people who have agreed to receive the type of message you intend to send. See SMS Program Compliance Guide.
Start a new conversation
- Open Conversations → Inbox.
- Click New conversation.
- Enter a phone number or search for a saved contact. Select the intended recipient and click Continue.
- Check the channel and business number shown above the composer. For a text message, use SMS. In an existing thread, the sending number may already be fixed.
- Type your message. Identify your business and review the recipient, wording and any attachment.
- Click Send once. Review the message in the conversation and check its result before trying again.
Sending channel and Inbox filter are different controls. Use SMS above the composer to send a text. If WhatsApp is available there, selecting it uses that channel instead. Filter by channel or line only changes which conversations appear in the list. An existing thread’s business line may be locked; use the appropriate conversation or start a new one instead of assuming the filter changes the sender.
Reply and use the composer
Open the incoming conversation, confirm the channel and type your reply. The + menu includes File, Message templates, Review & social, Schedule send and Discard draft.
- Message templates insert reusable text; review it before sending.
- Images and files let you attach supported media and find previously shared items.
- Review requests and social links explains the separate Review & social tool.
- Schedule send prepares a message for a future time.
- Discard draft clears the unsent draft. It does not delete conversation history or unsubscribe the contact.
Receiving messages and mobile access
Incoming messages appear in Inbox. Use search and filters if a thread is missing. You can also configure automatic replies and email alerts for a business number. To text while away from your computer, see the mobile app guide.
If a message does not arrive
A message appearing in the thread does not by itself prove delivery. Long messages can use multiple message segments; review the usage shown by the portal. Follow SMS/MMS delivery troubleshooting before resending.
Need help?
Contact Zonitel Support with the relevant details.