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Use this article to help you add a number to use for text support. For an overview of how to start using text, see Getting started with text for voice.

Note: Text messaging is not available on trial plans.
This article contains the following sections:
  • Adding a text number
  • Editing settings for a Text number
  • Enabling a text number for voice
  • Deleting a number

Adding a text number

To start using text, you'll need to choose a number. You can find the supported countries and address requirements for text numbers at Zendesk voice and text number address requirements.

To purchase a number
  1. In Admin Center, click Channels in the sidebar, then select Messaging and social > Text.
  2. From the Numbers tab, click Add number.

  3. Select a country and a number type. Optionally, enter digits and phrases to find numbers with specific sequences of letters or numbers.
  4. Select a phone number from the list of available numbers. The icons next to each number indicate whether it's capable of calls, SMS, and MMS.

  5. and click Next.
  6. Review your chosen number and click Next.
  7. Review and accept the terms of service, then click Next.
    • For certain locales, you'll also need to agree to provide a business address for that country. Enter the address in the Country address certification window that appears.
  8. Click Finish.

Editing settings for a Text number

After you've purchased a Text number, you can configure additional settings.

To edit settings for a number

  1. In Admin Center, click Channels in the sidebar, then select Messaging and social > Text.
  2. From the Numbers tab, click on the number you want to edit.
  3. Edit the available settings:
    • Nickname: Enter a nickname for your number in this field to make it easier to manage multiple numbers.
    • Group for routing: Click the drop-down menu to select the group messages should be routed to for this number.

  4. Click Save changes.

Enabling a text number for voice

You can use text numbers with voice call capabilities, allowing you to provide both SMS and phone support from the same number.

Text numbers voice call capabilities appear with a phone icon in your list of numbers.

To enable a text number for voice
  1. In Admin Center, click Channels in the sidebar, then select Messaging and social > Text.
  2. Select the Numbers tab.
  3. Click the number you want to enable for voice capabilities.
  4. Toggle the Enable for Talk field to on.

  5. Click Save changes.

Deleting a number

You can delete an existing number if you don't want to use it anymore.

To delete a number

  1. In Admin Center, click Channels in the sidebar, then select Messaging and social > Text.
  2. Select the Numbers tab.
  3. Next to the number you want edit settings for, click the menu icon, then select Delete.
  4. Click Delete in the window that appears.
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