SMS and Text message help

Articles that help use and manage Text. Content includes articles about using numbers for Talk and Text, issues sending SMS, problems with replies, supported files, and others.

Why do dotted lines appear in SMS sent to my customers?

Question What is causing dotted lines in text messages? Answer Outbound text messages show dotted lines when sent fr...

Edited Jun 27, 2024

4 votes  ·  0 comments

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Error: Unverified toll-free number

Issue symptoms I cannot send texts. I'm seeing a 300032 error regarding an unverified toll-free number. Resolution st...

Edited Apr 11, 2025

0 votes  ·  0 comments

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What are the different mechanisms for SMS opt-in?

Question What are the different mechanisms for SMS opt-in? Answer When you submit a number for verification, provide ...

Edited Sep 04, 2024

0 votes  ·  1 comment

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Does Zendesk Text support hosted numbers?

Question My team would like to host SMS functionality within Zendesk while keeping voice functionality with our numbe...

Edited Apr 11, 2025

0 votes  ·  0 comments

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What file types does Zendesk Talk recognize in MMS messages?

Question What file types does Zendesk Talk support in MMS messages? Answer Talk provider, Twilio, accepts and transfo...

Edited Apr 11, 2025

1 vote  ·  0 comments

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About opt-out keywords for Zendesk Text

Important: You are responsible for using the call and text features in Zendesk Talk in compliance with all applicabl...

Edited Apr 11, 2025

0 votes  ·  2 comments

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How do I add Text to my Talk number?

Question I want to add Text to my existing Zendesk Talk number. How can I enable this feature? Answer If this line is...

Edited Apr 11, 2025

4 votes  ·  1 comment

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Can I use a 1-800 number as a Text line in Zendesk Talk?

Question Can I use a 1-800, or US toll-free, number as a Text line in Zendesk Talk? Answer Yes, it is possible to use...

Edited Apr 11, 2025

2 votes  ·  0 comments

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Why do my SMS messages fail to send?

Question Scenario A I receive one of the error messages below when I send an outbound Text message. We couldn't deli...

Edited Oct 09, 2024

19 votes  ·  19 comments

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Workflow: How to send a text to customers on a ticket that originated in a non-SMS channel

On tickets where the origin channel is not a Text message, for example, a voicemail or a phone call, Zendesk defaults...

Edited Apr 15, 2025

3 votes  ·  39 comments

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I cannot receive 2-factor authentication verification messages through Text

Issue Zendesk Text does not receive verification messages for 2-factor authentication (2FA) or multi-factor authentic...

Edited Apr 11, 2025

3 votes  ·  4 comments

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How do I remove the agent signature from proactive outbound SMS messages?

Question How do I remove the agent signature from proactive outbound SMS messages? Answer This solution uses a third-...

Edited Jul 09, 2024

2 votes  ·  40 comments

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Can I use Zendesk to send bulk text messages?

Question Can I use Zendesk to send bulk text messages to my customers? Answer Yes, you can proactively reach out to y...

Edited Jul 09, 2024

0 votes  ·  6 comments

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Workflow: Prevent email notifications from being sent out on SMS tickets

By default, the user receives both a text message and an email notification with each new response from an agent. To ...

Edited Dec 20, 2024

1 vote  ·  2 comments

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Can I send an SMS through the API?

Question Is it possible to send an SMS through the API? Answer No, it is not possible to send an SMS through the API....

Edited Apr 11, 2025

4 votes  ·  3 comments

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