---
title: SMS
slug: contact-center/sms
docTags: 
createdAt: 2025-09-27T12:32:05.658Z
---

# Overview

SMS (Short Message Service) integration allows agents to send and receive text messages from customers. It provides a simple, universal, and immediate channel for communication, ideal for notifications, reminders, and brief support interactions.

# How It Works

The system is configured with a virtual phone number capable of sending and receiving SMS messages. When a customer sends an SMS to this number, it is converted into a ticket and routed to an agent. The agent can reply from their console, and the response is delivered as an SMS to the customer's mobile phone. Agents can also initiate outbound SMS messages.

# Use Cases

- **Two-Factor Authentication (2FA):** Sending a one-time passcode to a customer's phone to securely verify their identity.
- **Status Alerts:** A customer receives an SMS notification that their support ticket has been updated or that their order has shipped.
- **Text-to-Support:** A customer sends a text message to a support number to create a ticket and communicate with an agent for simple issues.

### Benefits

- **High Open Rates:** SMS messages have exceptionally high open rates, ensuring that important information is seen by the customer.
- **Universal Reach:** Nearly every mobile phone can receive SMS messages, making it one of the most accessible communication channels.
- **Speed and Brevity:** Perfect for delivering concise, time-sensitive information quickly and efficiently.

### Limitations

- SMS is limited to 160 characters per message, making it unsuitable for complex conversations.
- Sending rich media (images, videos) requires MMS, which may be a separate configuration.