Business texting (SMS and MMS)

With business texting, customers can text your company number and your team can reply from ConnectUC. Your personal cell number stays private.

Before you start

• Texting must be turned on for your number by your admin. If you don’t see an SMS tab, it isn’t on yet.
• US carriers require business numbers to be registered for texting (called 10DLC registration) before messages are delivered reliably. Dial Raven helps your company with this. See Get your number approved for texting below, and contact support if you’re not sure it’s done.

Send a new text

1. Click SMS in the left-side menu, then New SMS. Or click + New at the top left and choose New SMS.
2. Type a phone number or search for a contact.
3. Type your message in the Text(SMS) message box at the bottom and send.

On mobile, open Messages → SMS and tap + New.

Tip: My SMS Number at the top of the menu shows which number your texts come from.

Send a group text

1. Start a new text.
2. Enter several numbers. Separate them with commas, or press Tab after each one.
3. Type your message and send.

A group text can include you plus up to 8 other people (9 total).

Heads up: Group texts need picture messaging (MMS) turned on for your number. If group texts fail, contact support.

Send photos and files

1. In a conversation, click the paperclip (Attach file) to the right of the message box.
2. Pick your file and send.

Attachments can be up to 10 MB. Common image, audio, video, and document types are supported, including JPG, PNG, GIF, PDF, Word, Excel, and MP4. Large photos are shrunk automatically so they deliver.

You can add emojis with the emoji icon next to the message box.

Reply and manage conversations

• Click a conversation on the left to see its history and reply.
• Use the Search bar to find a conversation.
• Use the icons at the top right to call the person, Download SMS Conversation, or Close Conversation.
• If a customer texts STOP, ConnectUC shows that they opted out, and you can’t text them until they opt back in.

If you have more than one texting number

When you start a new text, choose the number to send from with Select a number. On mobile, use the menu at the top left to filter by number.

Shared texting numbers

If a number is shared with coworkers, you’ll see a Shared icon next to SMS. Each message shows who on your team sent it. New team members only see messages from after they were added. Only the mailbox owner can close a shared conversation.

Opt-out and help keywords

US carriers set aside a few one-word replies that work the same for every business. You can’t change them:

• STOP, END, CANCEL, QUIT, or UNSUBSCRIBE — The customer opts out. You can’t text them again until they opt back in.
• START, YES, SUBSCRIBE, or UNSTOP — The customer opts back in.
• HELP or INFO — The customer is asking how to reach you. Reply with your business name and a phone number or email.

These only count when the customer sends the word on its own, not inside a longer sentence.

Block a texter

Reply to the number with the word BLOCK to stop getting texts from it. Reply UNBLOCK to allow them again. Text MSGBL to any number to get a list of numbers you’ve blocked. The other person is not told.

Get your number approved for texting

Carriers only deliver business texts reliably from numbers tied to a registered “brand” (your business) and “campaign” (what you’ll text about). Dial Raven submits the registration for you. Approval usually takes 7 to 10 business days, and it goes fastest when you have these ready:

• Your legal business name, address, and tax ID (EIN), exactly as the IRS has them.
• A working business website with a privacy policy page. If you don’t have a website, tell us; some other online presence may be accepted.
• A business email address and the phone number of the person who manages texting.
• A plain description of what you’ll text about, such as “appointment reminders and replies to customer questions,” plus two or three sample messages.
• How customers agree to get texts from you, such as a checkbox on a web form, a signed form, or asking in person. Web forms need an unchecked checkbox with wording that names your business, says what you’ll send, and mentions “Msg & data rates may apply,” “Msg frequency varies,” and “Reply HELP for help or STOP to opt out,” with a link to your privacy policy.

Toll-free numbers go through a separate verification. Ask support if you want to text from a toll-free number.

Texting rules that protect your number

Carriers watch business texting closely. Breaking these rules can get messages blocked or your number cut off from texting:

• Get permission first. Replying to someone who texted you is fine. For reminders and updates, the customer should agree first. For marketing, get clear written consent.
• Stay on topic. Send the kinds of messages you registered. If your use changes, tell support so we can update the registration.
• Avoid restricted topics. Carriers block many kinds of content even with consent, including loans and debt relief, gambling, cannabis, and texts about sex, hate, alcohol, firearms, or tobacco.
• Use your own links. Free public link shorteners are a red flag for carriers. Use your full website address or a short link on your own domain.
• Keep opt-outs low. If lots of people reply STOP, carriers may treat you as a spammer.

Common questions

Can I text a number outside the US?

No. Sending texts to numbers outside North America isn’t supported. Texts from other countries may still arrive, but delivery isn’t guaranteed.

Why didn’t a verification code reach my business number?

Many banks and websites won’t send sign-in codes to internet phone numbers, as a fraud precaution. Use a cell phone for those codes.

Is there a length limit?

A single text holds 160 characters. Longer messages are sent in pieces and usually rejoined on the customer’s phone. Each piece counts as a separate message.

A customer says they get chat messages instead of texts. What’s wrong?

Their number may still be registered for the rich chat feature built into some messaging apps, often left over from an old phone. They can turn off chat features in their messaging app’s settings, or use the app maker’s online tool to deregister their number.

Can I delete a text conversation?

You can close it with Close Conversation so it’s out of your list. A new message to or from that number reopens it. Messages are kept on file, which helps businesses that must keep records.

Can I text patient or other sensitive information?

Avoid it. Text messages travel over carrier networks unencrypted, so no SMS is HIPAA compliant.

Why can’t I send pictures?

Picture messaging (MMS) may not be turned on for your number. Contact support to check.

Why didn’t a new text make a sound?

ConnectUC doesn’t play a sound for new messages in the conversation you’re already looking at.

Related articles

• Team chat
• Contacts and status
• ConnectUC settings
• Contact Dial Raven support