Admin Controls

Zoom Phone SMS includes a variety of administrative controls that allow account owners and admins to control SMS settings based on organizational needs. This section outlines how to enable SMS at different levels and manage available features, including options that require the Power Pack add-on.

Enable SMS

SMS can be enabled by Admins on an account level, group level, site level, or user level. SMS can also be enabled for Call Queue and Auto Receptionist group SMS if Power Pack add-on licenses are implemented. To view step-by-step instructions for how to enable SMS on different levels, please see the Setting Up SMS support article.

Zoom Phone SMS Settings

Below are the SMS settings that can be enabled/disabled by Administrators:

International SMS

To specify allowed countries/regions for SMS:

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.

2. In the navigation menu, click Account Management then Billing.

3. In the Zoom Phone row, click View All Plans.

4. Click View/Edit Countries/Regions.

5. In the dialog box, select the SMS tab.

6. Search for or check the countries/regions where users can send SMS.

7. Click Save.

To allow international SMS:

1. Ensure SMS is enabled at the level that you want to manage.

2. Under the SMS setting, select Allow International SMS.

3. Click Manage Country/Region.

4. In the dialog box, select the countries/regions that phone users can send SMS messages to, then click Save.

Using Emojis and/or Attachments

Account owners and admins can manage the use of emojis and attachments in SMS messages sent through Zoom Phone. They have the option to enable or disable all emojis completely, or select a specific set of emojis that users can use. Additionally, admins can choose to enable or disable attachments in SMS messages. The Allow Attachments and Allow Emojis setting is only available with Zoom Workplace app version 6.1.10 or later.

1. Ensure that the SMS feature is enabled at the level that you want to manage.

2. Under the SMS feature, enable or disable the features that you want:

   1. Select the Allow Emojis checkbox to enable it.

   2. When the Allow Emojis checkbox is enabled, select from the following options:

      1. All emojis: All emojis will be enabled and available for users to send through SMS messages.

      2. Selected emojis: Selected emojis will be enabled and available for users to send through SMS messages.

   3. Select the Allow Attachments checkbox to enable it.

3. Click Save.

Redact Personal and Sensitive Data (PII)

To use personal and sensitive data reaction with Zoom Phone SMS, perform the following steps:

1. Ensure that the SMS feature is enabled at the level that you want to manage.

2. Under the SMS feature, select the Redact Personal and Sensitive data checkbox to enable or disable the feature.

3. When the Redact Personal and Sensitive data checkbox is enabled, click Edit to select a personal and sensitive data group that will be applied to recordings, then click Save.

4. Once complete, click Save.

Scheduled Response

Users with a Power Pack license and a Zoom Workplace app version 6.3.0 or later can schedule SMS messages to be sent at a specific date, time, and time zone in the future. They can manage scheduled messages by viewing, editing, and deleting them. As a member in a conversation thread, users can also view scheduled messages and who scheduled the message.

This feature helps users communicate more effectively with recipients in different time zones. To enable this feature:

1. Ensure that the SMS feature is enabled at the level that you want to manage.

2. Under the SMS feature, toggle the SMS scheduled response checkbox to enable or disable the feature.

   1. If enabled, SMS users will be able to send messages at a scheduled time.

3. Click Save.

Data Retention

The retention policy allows account owners and admins to configure rules for what data is retained, the duration of the retention period, and how to delete data after the retention duration. Account owners and admins can allow Zoom to automatically delete data after the retention duration. Please refer to the Managing retention policy for Zoom Phone for more information.

Templates

As an admin, you can maximize SMS message efficiency with the SMS template feature to empower your call queue or auto-receptionist users, or a user with the power pack license to generate or reply to multiple messages rapidly. After setting up your SMS templates, your users can access them directly from their Zoom Workplace app. Please refer to the Managing SMS templates article to enable templates on a site, group, or individual user level.

SMS Etiquette Tool

Admins can use the SMS Etiquette Tool to create policies that identify keywords and text patterns to prevent users from inadvertently sharing unwanted SMS. When a user sends a message that triggers a policy, the message will be blocked, or a warning prompt will be displayed for the user to confirm that they want to send the SMS, depending on what the admin sets. Please refer to the Managing Zoom Phone SMS etiquette tool article to enable this feature.

Auto Reply

Account owners and admins can enable or disable SMS auto-replies and set auto responses for call queues and auto receptionists when no users are available in the call queue or during closed hours.

Additionally, users with the Power Pack add-on can set up an SMS auto responder to automatically respond to incoming SMS messages during specified conditions like out-of-office hours or Do Not Disturb (DND) mode. The auto responder can be configured to send a pre-defined response of up to 500 characters. Please refer to the Managing SMS Auto Reply support article for how to enable this feature.