Setting up call queue or auto receptionist SMS in Zoom

This post was most recently updated on July 28th, 2022

Users can send or receive SMS messages from numbers associated with call queues or automatic receptionists, (except the main auto receptionist number) through the accounts of account owners or admins. In order to view SMS messages sent to a call queue or to an automatic receptionist, users of the phone can access the SMS messaging application. When a user replies to the conversation on their phone, others will not be able to reply to the conversation at the same time. As well as releasing a conversation, they can also allow other members to reply to the conversation.

In the case of setting up a call queue for a customer service team and enabling SMS for it, each individual on the team will be able to see all SMS messages sent to the team’s direct phone number and reply to them. A notification will be sent to all members of the customer service team when a customer texts the team. The customer can be contacted by any member of the team for assistance if they have any questions.

Once you have enabled this feature, you can customize which phone users such as auto receptionists or queues associated with call queues will be able to send and receive SMS messages using specific phone numbers:

  • Call queues: Using the numbers associated with the call queue, all queue members (including managers) have the ability to send or receive SMS messages through the call queue. Messages can be excluded from being sent to certain members if you wish
  • Auto receptionists:
  • There is a requirement that you select the phone users who will be able to send and receive SMS messages through the auto receptionist by using the numbers that you provided.

Prerequisites

  • The Zoom Phone license (which includes all Zoom Phone Pro features) is required to use Zoom Phone
  • Add-on for Zoom Phone Power Pack
  • There are two versions of the Zoom desktop client available: version 5.7.0 for Windows and version 5.8.0 for MacOS
  • You will be able to set up the feature for your users only if they have the Zoom Phone Power Pack add-on

How to enable or disable SMS for a call queue

  1. To access Zoom’s web portal, you will need to sign in.
  2. Select Phone System Management from the navigation menu, and then select Call Queues from the list that appears.
  3. You will need to click on the name of the call queue that you would like to edit.
  4. Go to the Policies tab and click on it.
  5. It is possible to enable or disable SMS by clicking the toggle switch next to it.
  6. In case you are enabling SMS, you may want to change the following settings:
    • Allow International SMS: Send SMS messages to international numbers by allowing users to send SMS messages to these numbers. If you would like to learn more about SMS, you can refer to the frequently asked questions.
    • Except for specific members: SMS messages can be sent and received by everyone in a call queue, whether they are members or managers, by using the phone numbers associated with their call queue accounts. For certain members of the group, this can be disabled by clicking View or Edit.

How to enable or disable SMS for an auto receptionist

  1. To access Zoom’s web portal, you will need to sign in.
  2. You can access the Auto Receptionists section by clicking on the Phone System Management menu item.
  3. If you would like to edit the auto receptionist you need to click on the name of the auto receptionist.
  4. On the left hand side of the page, click the Policy tab.
  5. To enable or disable SMS, click on the toggle next to the SMS button.
  6. Please change the following settings if you are enabling SMS:
    • Allow International SMS (optional): Send SMSes to international numbers is an option that can be enabled by users. More information about SMS can be found in the frequently asked questions about SMS.
    • Users: Using the phone numbers associated with the auto receptionist, it is not possible for anyone to send or receive SMS messages by default. In order to select SMS members who are allowed to take advantage of this feature, click View or Edit.