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Enable Two-Way Texting with the Texting App

Two-way texting lets businesses send and receive SMS messages directly with clients. It supports transactional alerts, marketing campaigns, and back-and-forth conversations to help you communicate more efficiently.

Note: Depending on your subscription plan, Calls and Texting may be combined into a single Calls and Texting app. If you are looking for call features, see the Calls App article.

Overview

There are three types of SMS messages the system can send:

  • Transactional SMS: Booking confirmations, new leads, payment reminders, and other automated alerts that come from your SMS number. These work even if Two-Way Texting is not enabled, but replies will not reach your inbox.
  • Marketing SMS: Automated marketing or announcement messages sent from a non-designated number. Replies are not supported.
  • Direct SMS: Messages you send manually from your account or mobile app to have standard peer-to-peer conversations with clients.

Activate Two-Way Texting

Important: Available only for US and Canada-based businesses on paid plans.

To activate:

  • Open the platform.
  • Click Settings.
  • Select Auto Client Messages and SMS.
  • Open the SMS Settings tab.
  • Choose Calls and Texting or Texting.
  • Click Open app settings.
  • In the left menu, select Texting.
  • Toggle Texting on.
  • Toggle Turn on two way texting.
  • Enter your details to register, then click Save and continue.

A phone carrier will assign your SMS number after the verification process is complete.

Verification Process

Enabling Two-Way Texting begins a verification process required by phone carriers.

  • Toll-free numbers must be verified before use
  • Verification may take up to four weeks
  • You will receive an in-app notification and an email once approved

  • Until approval, transactional messages will be sent from a system number

     

    Important: Verification may take up to six weeks due to new US and CDN SMS regulations. Until verified, transactional messages will come from a system number. You can still send and receive texts, but delivery isn’t guaranteed. 

Send and Receive Texts

To Send and SMS:

  1. Open the platform
  2. Click Quick Actions, then Send Message
  3. Select a contact and click Continue
  4. Enter your subject and message
  5. Select SMS under Message via
  6. Click the send icon

Send Texts to Specific Clients from the Client Card

To Send and SMS:

  1. Open the platform.
  2. Click Quick Actions in the left menu.
  3. Select Send Message.
  4. Choose the relevant Contact
  5. Click Continue.
  6. Enter your subject and message.
  7. Select SMS next to “Message via” at the bottom.
  8. Click the send message icon .

To Receive Texts

Replies to your SMS number will appear in your Inbox and on the client card. A push notification and an in-app notification will alert you to the new message.

Tip: A new client record is created when you receive a message from a new number.

Deactivate Two-Way Texting

To turn off:

  1. Go to Settings
  2. Select Auto Client Messages and SMS
  3. Open SMS Settings
  4. Select Do not reply: Auto message
  5. Click Save
Important: Your number will be reserved for 30 days after deactivation. After that, we can’t guarantee you’ll get the same number if you reactivate two-way texting.

FAQ

Can I link my cellphone or landline to my two-way texting number?
No, linking a personal number is not supported.

Will my number have a local area code?
The number is generated based on your country code. You cannot choose a specific area code.

What if I already have texting enabled but want to add calls?
If you have the combined app, install it to activate calling. The same number will continue to support SMS.

Are there message limits?
Your SMS usage is subject to quota limits.

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