Using Zoom Phone SMS

This section outlines how to use Zoom Phone SMS features. The following instructions assume that you are signed in to a compatible Zoom Workplace app or the Zoom Web App.

SMS Features and Capabilities

Below is a list of capabilities available with Zoom Phone SMS.

Compose a New SMS Message

To send a new SMS Message:

1. Click the Phone tab, then click the SMS tab.

2. Click the compose icon below the SMS tab.

1. In the To field at the top, enter a name or phone number to search through your contacts directory, or manually enter a phone number. If the recipient is in your contacts directory, the number will be replaced by the contact’s name, otherwise, it will remain a phone number.

2. You can add up to 10 contacts/phone numbers.

3. If the contact has several phone numbers, click the right arrow icon to view and select the number to send the SMS to.

4. Enter a message and press Enter or click the send icon.

Reply to an Existing SMS Conversation

To reply to an existing SMS conversation:

1. Click the Phone tab, then click the SMS tab.

2. Select an SMS conversation.

3. Enter a message, then press Enter or click the send icon.

Send Multimedia (MMS, JPG, PNG, GIF)

To attach multimedia to an SMS (MMS):

1. Open an SMS conversation.

2. Above the chat compose box, click the File button to select an image.

   
3. To send the image, press Enter or click the send icon.

Call an SMS Participant

To call an SMS participant from a thread:

1. Select an SMS conversation.

2. In the top-left corner of the SMS conversation, click the Phone call button.

1. View phone numbers and details involved in the SMS conversation.

View Conversation Details

To view a conversation’s details:

1. Select an SMS conservation.

2. In the top-right corner of the SMS conversation, click the info button.

3. The dropdown will display details such as members, images, files, push notifications, and the ability to block the participant’s number.

Team SMS

If Team SMS is enabled by an administrator, phone users can send or receive SMS messages using Zoom Phone numbers associated with call queues or auto receptionists. This allows you to view SMS messages that are sent to a group of users. You can then reply to the conversation, which prevents other users from replying to the same conversation, and transfer a thread to another user to share information that might have been missed. You can also release a conversation to allow other members to reply.

Receive Team SMS Messages

Team SMS messages will appear in the SMS tab, just like your regular SMS messages. To access SMS:

1. Sign in to the Zoom Workplace desktop app, Zoom Workplace mobile app, or Zoom Web App.

2. Click or tap the Phone tab, then click or tap SMS.

If you’ve enabled notifications at the system level (Windows, MacOS, Linux, Android, or iOS) and in the SMS conversation settings, you will receive a notification depending on the status of the SMS conversation.

• You will see notifications if no members have clicked Reply to claim the conversation or you’ve clicked Reply.

• You will not see notifications if another member has clicked Reply to claim the conversation.

Reply to a Message and Claim the Conversation

Users can reply to messages received by the call queue or auto receptionist to claim the conversation. This prevents other members from replying to the same conversation, while other members can still see the conversation.

To claim a conversation:

1. Open an SMS conversation that belongs to a call queue or auto receptionist. The call queue or auto receptionist display name will appear below the caller ID of the sender.

2. Click Reply at the bottom of the conversation thread. You will see a pop-up notification to confirm.

   1. Note: You will see a notification in the conversation thread if another phone user has chosen to reply, which prevents you from replying.

3. Click Reply to confirm.

4. Enter and send the message.

Release a Conversation

Users can release a conversion to allow other members to reply to the conversation and claim it. To release a conversation:

1. Open an SMS conversation that belongs to a call queue or auto receptionist. The call queue or auto receptionist display name will appear below the caller ID of the sender.

2. Click Release at the top of the conversation thread.

   1. You will see a pop-up notification to confirm.

3. Click Release to confirm.

4. Once complete, other members will be able to reply to the conversation. If another member replies to the conversation to claim it, there is no effect on the caller ID displayed to the other SMS participant.

Team SMS Thread Summary with AI Companion

If you have a Power Pack add-on license, you can summarize an SMS team thread with AI Companion using the following steps:

1. Open an SMS conversation.

2. In the text box, click the Summarize with AI Companion icon.

   1. The summary will display within a few seconds after clicking the icon.

3. (Optional) In the dialog box, click Copy to copy the summary to paste it where you need.

4. (Optional) Click the Summarize with AI Companion icon again to regenerate the summary if you are not satisfied with what was generated.