--- title: "How to start sending SMS" slug: "how-to-start-sending-sms" description: "An overview of what is needed to enable agents to send SMS from the Agent Panel." tags: ["Outbound", "digital channels", "template", "message", "Inbound", "Sender ID", "SMS"] updated: 2025-09-22T13:42:05Z published: 2025-09-22T13:42:05Z canonical: "docs.voiso.com/how-to-start-sending-sms" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # How to start sending SMS **Who should read this article**: Administrators, Supervisors Learn how to enable agents to send SMS from the Agent Panel. Important The Voiso SMS feature is available for contact centers on the Pro plan or higher. ## Introduction Short Message Service (SMS) messages allow Agents to send short text messages directly from the [Agent Panel](/v1/docs/agent-panel-sending-sms), powered by the WebRTC Softphone, to a contact's smartphone or cellphone. This feature is ideal for sending text messages as follow-ups to calls. SMS messages can include confirmation details, appointment reminders, or other important information that helps resolve the contact’s needs. Additionally, SMS messages can contain useful content such as web links, phone numbers, or credentials to access account information. Important You can send up to 20 SMS messages to a specific number per day. Voiso offers [SMS templates](/v1/docs/administration-message-templates) to simplify and streamline the process. With templates, agents can quickly send pre-written messages, saving time and ensuring consistency and accuracy in communication. To enhance message recognition, Voiso allows you to include a [Sender ID](/v1/docs/administration-sender-id-groups) with every SMS. The Sender ID ensures that both the contact and their telecom network recognize the source of your messages. ## Enabling SMS for your contact center To add the SMS feature to your contact center, contact your Voiso Account Manager or Sales Representative. Once SMS is enabled, the following options will appear in the **Administration** menu in the Voiso navigation bar: - [Message templates](/v1/docs/administration-message-templates) - [Sender ID groups](/v1/docs/administration-sender-id-groups) Users with the **Admin** role (or a custom role if your contact center uses the **[Security Access Groups](/v1/docs/administration-security-access-groups)** feature) can access the **Message templates** and **Sender ID groups** pages. ![SMS Configuration SAG Messaging Settings](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/SMS%20Configuration%20SAG%20Messaging%20Settings.png) ## Creating message templates To create a new message template, follow these steps: 1. In the Voiso navigation bar, go to **Administration > Message templates**. 2. Click **Add template** to open the **New template** page. ![Message Templates New Template View](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Message%20Templates%20New%20Template%20View.png) 3. Enter a name for the template and specify the message content. 4. Click **Manage** to assign the template to specific teams. 5. Select one or more channels where the template will be used. 6. Click **Save** to finalize the message template and make it available to the selected teams. Your message template is now ready to use, helping agents save time and ensure consistent communication. ## Creating Sender IDs A Sender ID is required for all outgoing SMS to ensure the message source is recognized by your contacts and their telecom networks. To create Sender IDs, contact your Voiso Account Manager. Once your Sender IDs are set up, you can view them on the **Sender ID groups** page. Navigate to **Administration > Sender ID groups** in the Voiso navigation bar. ![Sender ID Groups Sender ID Page](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Sender%20ID%20Groups%20Sender%20ID%20Page.png) ### SMS Sender IDs in detail Setting up Sender IDs for SMS and SMS campaigns can be complex due to varying requirements and restrictions across countries and telecom networks. Here are some considerations: #### Country and Carrier Requirements Each country and telecom provider may have specific rules regarding business SMS or outbound SMS campaigns. You may need to pre-register your Sender ID for approval or provide detailed information about your SMS content. #### Content Restrictions Many countries limit the types of content businesses can send via SMS, such as hyperlinks or marketing information. #### Volume Limitations Some countries impose limits on the number of SMS you can send, while others use a rating system that increases your sending capacity as your rating improves. #### SMS-Enabled Phone Numbers In some cases, you must purchase an SMS-enabled phone number for specific countries. These numbers often need to be *allowlisted* (formerly *whitelisted*) for registration. #### Opt-in/Opt-out Policies Most telecom providers allow their customers to opt in or out of receiving commercial SMS messages. Your Voiso Account Manager will guide you through these requirements and help you create the correct Sender IDs and plan your SMS messages and campaigns for any country or telecom network. ## Creating Sender ID groups After your Sender IDs are created, you can organize them into Sender ID groups. Similar to [Caller ID groups](/v1/docs/outbound-cid-groups), Sender ID groups allow you to assign specific Sender IDs to teams. Agents can then select from only those Sender IDs when sending SMS. ### Steps to create a Sender ID group 1. Navigate to **Administration > Sender ID groups** in the Voiso navigation bar. 2. Click **Add template** to open the **New template** page. ![Sender ID Groups Add New Sender ID Group View](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Sender%20ID%20Groups%20Add%20New%20Sender%20ID%20Group%20View.png) 3. Enter a name and description for the group. 4. Click **Manage** to specify one or more Sender IDs to include in the group. 5. Click **Manage** to assign the group to specific teams. 6. Click **Save** to finalize the Sender ID group and make it available to the selected teams. These Sender ID groups help streamline SMS management and ensure agents use appropriate Sender IDs for their assigned teams. ## Sending an SMS Voiso provides three ways for agents to send SMS messages to a contact: during an active call, from the call history, or directly to a contact. Prerequisites Agent must be a member of a team that has: - At least one message template. - At least one Sender ID group. - The **Display SMS functionality in Agent Panel** permission granted in the user's [security access group](/v1/docs/administration-security-access-groups) role. ### From an active call 1. During a call, click **SMS** to open the **New SMS** panel. 2. The **From** field displays the default Sender ID for the agent's team. To select a different Sender ID, click the **From** field and choose from the available options. 3. By default, the **Template** field shows **Without template**. - If not using a template, compose a message in the **Text SMS** field. - To use a template, click the **Template** field and select one from the list. You can edit the template in the **Text SMS** field if needed. 4. Click **Send** to send the message. ![Message Templates Agent Panel Send SMS](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Message%20Templates%20Agent%20Panel%20Send%20SMS.gif) ### From the call history Agents can also send SMS messages based on previous interactions in their call history. 1. Click **Recents** to view the agent's recent calls. 2. Locate the interaction and click the kebab menu next to it to open the interaction details. 3. Click **SMS** to open the **New SMS** panel. 4. The **From** field displays the default Sender ID for the agent's team. To select a different Sender ID, click the **From** field and choose from the available options. 5. By default, the **Template** field shows **Without template**. - If not using a template, compose a message in the **Text SMS** field. - To use a template, click the **Template** field and select one from the list. You can edit the template in the **Text SMS** field if needed. 6. Click **Send** to send the message. ![Message Templates Call History Send SMS](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Message%20Templates%20Call%20History%20Send%20SMS.gif) ### Directly to a contact To send an SMS directly to a contact, follow these steps: 1. Click **Menu** to open the **Menu** screen. 2. Click **SMS** to display the **New SMS** screen. 3. In the **To** field, enter the contact's phone number using the dialing panel, then click **Next**. 4. The **From** field displays the default Sender ID. To select a different Sender ID, click the **From** field and choose one from the list. 5. By default, the **Template** field shows **Without template**. - If not using a template, compose a message in the **Text SMS** field. - To use a template, click the **Template** field and select one from the list. You can edit the template in the **Text SMS** field if needed. 6. Click **Send** to send the message. ![Agent Panel Send SMS Directly](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Send%20SMS%20Directly.gif) ## Call Detail Records for SMS Like with voice calls and other interactions, Voiso saves information in the [Call Detail Records](/v1/docs/reporting-cdr) (CDR) about the SMS interactions your agents send. Each SMS CDR includes a unique ID and the message body along with the following details: | Detail | Description | | --- | --- | | Date/time | The timestamp of when the SMS was sent. | | Sender ID | The Sender ID specified by the agent. | | Destination | The DNIS of the recipient. | | Agent/Supervisor | The name of the user who sent the SMS. | | Disposition | Sent, Not Sent, Route Unavailable, or Delivered. | | Template | The name of the message template specified by the agent. | | Related Call | The UUID of the voice call to which the SMS is related. | | Message Type | The type of interaction: Outbound SMS | ![Message Templates CDR SMS](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Message%20Templates%20CDR%20SMS.png) Short Message/Messaging Service. A text messaging service component of telephone, Internet, and mobile devices. It uses standardized communication protocols that lets mobile devices exchange short text messages. Voiso enables agents to send SMS to contacts. A user who handles inbound and/or outbound interactions with contact. Sometimes referred to as a Customer Service Representative (CSR). The front-line employee who interacts directly with contacts and assists with tasks such as placing orders, resolving billing issues, and answering policy questions. Web Real-Time Communication. A technology that enables the use of a web browser to make a phone call. The Voiso Agent Panel is a WebRTC-based softphone. A software application that enables users to make telephone calls over the internet using a computer, tablet, or mobile device and a high-speed internet connection. The identification phone number used to send an SMS. The number that is displayed to the message recipient. SIDs might become flagged by phone network providers if they are reported as SPAM or fraudulent. A type of menu that is represented by an icon or graphic consisting of three dots arranged vertically that resemble a type of food called a kebab. Clicking the kebab menu displays a list of options or functions that can be selected. See Call Detail Record. Dialed Number Interaction Services. The dialed number associated with a call (the called number). Universal Unique Identifier. A 128-bit value used to uniquely identify an object or entity on the internet. ## Related - [Message templates](/administration-message-templates.md) - [Sending SMS](/agent-panel-sending-sms.md) - [Sender ID groups](/administration-sender-id-groups.md)