Overview
SMS setup should be treated as a production communication channel, not a casual toggle. Confirm provider details, test mode, and consent handling before you let staff message live customers.
Before you begin
- Know which provider and sending number your tenant should use.
- Decide who on your team can enable live sending and who will monitor delivery issues.
Steps
- Open Messaging settings and review the provider, from number, enabled state, and any dry-run or sandbox options.
- Keep messaging in a safe test mode until the provider registration and internal approval steps are complete.
- Send controlled tests to internal team numbers and verify templates, delivery behavior, and unsubscribe handling.
- Move to live sending only after the team confirms the channel behaves as expected.
Tips
- Test the most common customer workflows first, such as appointment reminders or status updates.
- Do not use real customer numbers for setup screenshots or dry-run training materials.
Troubleshooting
- If messages are not delivering, check whether the provider is active and whether the tenant is still in test mode.
- If staff are unsure whether texting is allowed, pause outbound messaging until consent expectations are clear.
- If templates send the wrong tone or detail, fix the template before increasing message volume.
Related articles
Need more help
If messaging setup is blocked, include the provider, whether you are in test mode, and whether the issue is configuration, delivery, or consent handling.