SMS Configuration - Hosted PBX
Table of Contents
Prerequisites Add an SMS Number once SMS has been enabled Test End-to-End Troubleshooting FAQPrerequisites
SMS and SMS with MMS are add-on services per number. If you are provisioning SMS for a call queue the service must be enabled at the domain level for each number that you intend to extend the capability to include a call queue. This service may carry additional fees; please contact your representative to confirm.
Add an SMS Number once SMS has been enabled
Once enabled for your domain, SMS Inventory can be managed via the Portal> Inventory> SMS Numbers Tab.
Click Add SMS Number > Enter the phone number to add and select the treatment: User, Call Queue, or leave it as an Available Number for future provisioning. SMS conversations can be sent from any SMS-enabled number provisioned for the logged-in user. SMS is limited to Canada
Test End-to-End
Perform these quick checks:
Outbound SMS: Send to a personal mobile from the user's app/portal. Confirm delivery.
Inbound SMS: Reply from the mobile to the DID. Confirm it lands in the user's inbox.
Call History: Check message details for delivered status updates.
Keywords: Text HELP, STOP, START to validate expected behaviour.
MMS (if enabled): Send a small image (<500 KB) in both directions.
Troubleshooting
| Symptom | Likely Cause | Fix |
|---|---|---|
| Outbound fails with 401/403 | Bad credentials or wrong account scope | Contact Support to verify credentials. |
| No inbound messages arrive | Callback URL not reachable or not set | Contact Support to verify public HTTPS URL, TLS cert, firewall,app callback |
| “Number not SMS-enabled” | DID not configured for messaging | Enable messaging on the DID. This service may carry additional fees please check with your representative. |
| MMS fails / large files | Payload too big or unsupported type | Reduce size use JPEG/PNG |
| Users can’t see Messages tab | Feature not enabled | Enable Messaging/SMS on the user and domain |
FAQ
Q: Can multiple users share one SMS number?
A: Yes, via shared inbox/team assignment (if supported in your build). Document internal ownership rules.
Q: Do I need 10DLC for Canada?
A: No. 10DLC is US-specific. Consider Toll-Free for Canadian business texting at scale.
Q: Is MMS supported?
A: Yes, if enabled in the platform. Respect size/type limits.