Question Regarding 2-Way Text & SMS

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We like the UI difference, and the ease of usage throughout th..."> <meta property="og:title" content="Question Regarding 2-Way Text & SMS | Community"/> <meta property="og:type" content="article" /> <meta property="og:url" content="https://community.intercom.com/conversations-9/question-regarding-2-way-text-sms-8390?postid=25639"/> <meta property="og:description" content="Hi there, We’re currently using DialPad, but we’re interested in moving over to Intercom. We like the UI difference, and the ease of usage throughout the app. However, I noticed when I text the number I call, it doesn’t send a text message to the “ticket”. Would I be able to get the calling number,..." /> <meta property="og:image" content="https://uploads-eu-west-1.insided.com/intercom-en/attachment/abd347dc-1a1e-4075-b4e7-1b04b96a22d9_thumb.jpg"/> <meta property="og:image:secure_url" content="https://uploads-eu-west-1.insided.com/intercom-en/attachment/abd347dc-1a1e-4075-b4e7-1b04b96a22d9_thumb.jpg"/> <link rel="canonical" href="https://community.intercom.com/conversations-9/question-regarding-2-way-text-sms-8390" /> <style id="css-variables">@font-face{ font-family:Roboto; src:url(https://d2cn40jarzxub5.cloudfront.net/_fonts/fonts/roboto/bold/Roboto-Bold-webfont.eot); src:url(https://d2cn40jarzxub5.cloudfront.net/_fonts/fonts/roboto/bold/Roboto-Bold-webfont.eot#iefix) format("embedded-opentype"),url(https://d2cn40jarzxub5.cloudfront.net/_fonts/fonts/roboto/bold/Roboto-Bold-webfont.woff) format("woff"),url(https://d2cn40jarzxub5.cloudfront.net/_fonts/fonts/roboto/bold/Roboto-Bold-webfont.ttf) 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Why? AI has entered the chat \u2013 and it\u2019s changing the way support teams work, the tools they use, and what customers expect.<\/span><\/p><p><span style=\"color:#000000;\">That\u2019s why Intercom replaced its \u201cCustomer Service Trends Report\u201d with something more fitting:\u00a0<\/span><\/p><p><span style=\"color:#000000;\">The \u201c2025 Customer Service Transformation Report.\u201d<\/span><\/p><p><span style=\"color:#000000;\">This is your guide to navigating the AI-first era.<\/span><\/p><p><span style=\"color:#000000;\">We surveyed over 2,000 customer service professionals to find out how they\u2019re navigating this transformation \u2013 here\u2019s what stood out to me:<\/span><\/p><ul><li><span style=\"color:#000000;\">82% of support teams are excited about working alongside AI.<\/span><\/li>\t<li><span style=\"color:#000000;\">89% say customer attitudes toward AI have changed in just the last year.<\/span><\/li>\t<li><span style=\"color:#000000;\">Only 20% believe customers have a negative perception of AI.<\/span><\/li>\t<li><span style=\"color:#000000;\">Customer expectations have skyrocketed \u2013 91% of support teams say they\u2019ve increased over the past year, and believe this is largely due to AI tools like AI agents or copilots.<\/span><\/li><\/ul><p><span style=\"color:#000000;\">If you\u2019re rethinking how to deliver standout support in this new era, you\u2019ll want to check out the full report.<\/span><\/p><section class=\"callout callout-blue\"><div><div><div><p>Check out the\u00a0\u00a0<a href=\"https:\/\/transformation.intercom.com\/\" rel=\"noopener noreferrer\">2025 Customer Service\u00a0<strong><em>Transformation<\/em><\/strong>\u00a0Report<\/a>\u00a0now.<\/p><\/div><\/div><\/div><\/section><p>\u00a0 \u00a0 \u00a0 \u00a0\u00a0<\/p>","author":{"id":9713,"url":"\/members\/diana-tripac-9713","name":"Diana Tripac","avatar":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/icon\/200x200\/b4de68df-5469-4d45-bb4f-27fa16c34fed.png","userTitle":"Senior Community Program Manager @Intercom","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"1347d48e-cf4c-40d3-9bef-9ed895e9ff37.png","iconUrl":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1347d48e-cf4c-40d3-9bef-9ed895e9ff37.png","avatarIcon":"3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png","avatarIconUrl":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png","name":"Intercom Team"},"userLevel":6,"badges":[{"title":"Super user \u2b50","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1a35367a-4b3c-47cf-a342-8878e7f7c6fb_thumb.png"},{"title":"Active User","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/ccd35053-a988-4184-9589-7c0d2734e86e_thumb.jpg"},{"title":"Connector","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1fd41bfc-b1fd-4b08-b439-3e47b4caf4f4_thumb.jpg"}],"isBanned":false},"featuredImage":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/0f7543e2-ee78-4f0b-a5e3-cd82d80a00da_thumb.png","url":"https:\/\/community.intercom.com\/product-updates\/the-2025-customer-service-transformation-report-is-live-9031","lastActivityAt":"2025-02-06T16:59:05+00:00","publishedAt":"2025-01-31T17:16:14+00:00","contentType":"productUpdate","replyCount":2,"views":257,"productAreas":[],"label":""},"config":{"selectedTopic":{"id":9031,"title":"The 2025 Customer Service Transformation Report is live! \ud83d\ude80","content":"<p><strong><em>\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0Customer Service\u00a0<\/em><img alt=\":sparkles_color:\" src=\"https:\/\/emoji.slack-edge.com\/T024GG14M\/sparkles_color\/6147179ffb78010d.gif\" \/><em>Transformation<\/em><img alt=\":sparkles_color:\" src=\"https:\/\/emoji.slack-edge.com\/T024GG14M\/sparkles_color\/6147179ffb78010d.gif\" \/><em>\u00a0Report\u00a0<\/em><\/strong><br \/><br \/><span style=\"color:#000000;\">Customer service is changing faster than ever. Why? AI has entered the chat \u2013 and it\u2019s changing the way support teams work, the tools they use, and what customers expect.<\/span><\/p><p><span style=\"color:#000000;\">That\u2019s why Intercom replaced its \u201cCustomer Service Trends Report\u201d with something more fitting:\u00a0<\/span><\/p><p><span style=\"color:#000000;\">The \u201c2025 Customer Service Transformation Report.\u201d<\/span><\/p><p><span style=\"color:#000000;\">This is your guide to navigating the AI-first era.<\/span><\/p><p><span style=\"color:#000000;\">We surveyed over 2,000 customer service professionals to find out how they\u2019re navigating this transformation \u2013 here\u2019s what stood out to me:<\/span><\/p><ul><li><span style=\"color:#000000;\">82% of support teams are excited about working alongside AI.<\/span><\/li>\t<li><span style=\"color:#000000;\">89% say customer attitudes toward AI have changed in just the last year.<\/span><\/li>\t<li><span style=\"color:#000000;\">Only 20% believe customers have a negative perception of AI.<\/span><\/li>\t<li><span style=\"color:#000000;\">Customer expectations have skyrocketed \u2013 91% of support teams say they\u2019ve increased over the past year, and believe this is largely due to AI tools like AI agents or copilots.<\/span><\/li><\/ul><p><span style=\"color:#000000;\">If you\u2019re rethinking how to deliver standout support in this new era, you\u2019ll want to check out the full report.<\/span><\/p><section class=\"callout callout-blue\"><div><div><div><p>Check out the\u00a0\u00a0<a href=\"https:\/\/transformation.intercom.com\/\" rel=\"noopener noreferrer\">2025 Customer Service\u00a0<strong><em>Transformation<\/em><\/strong>\u00a0Report<\/a>\u00a0now.<\/p><\/div><\/div><\/div><\/section><p>\u00a0 \u00a0 \u00a0 \u00a0\u00a0<\/p>","author":{"id":9713,"url":"\/members\/diana-tripac-9713","name":"Diana Tripac","avatar":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/icon\/200x200\/b4de68df-5469-4d45-bb4f-27fa16c34fed.png","userTitle":"Senior Community Program Manager @Intercom","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"1347d48e-cf4c-40d3-9bef-9ed895e9ff37.png","iconUrl":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1347d48e-cf4c-40d3-9bef-9ed895e9ff37.png","avatarIcon":"3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png","avatarIconUrl":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png","name":"Intercom Team"},"userLevel":6,"badges":[{"title":"Super user \u2b50","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1a35367a-4b3c-47cf-a342-8878e7f7c6fb_thumb.png"},{"title":"Active User","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/ccd35053-a988-4184-9589-7c0d2734e86e_thumb.jpg"},{"title":"Connector","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1fd41bfc-b1fd-4b08-b439-3e47b4caf4f4_thumb.jpg"}],"isBanned":false},"featuredImage":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/0f7543e2-ee78-4f0b-a5e3-cd82d80a00da_thumb.png","url":"https:\/\/community.intercom.com\/product-updates\/the-2025-customer-service-transformation-report-is-live-9031","lastActivityAt":"2025-02-06T16:59:05+00:00","publishedAt":"2025-01-31T17:16:14+00:00","contentType":"productUpdate","replyCount":2,"views":257,"productAreas":[],"label":""}},"phrases":{"Forum":{"{n} year|{n} years":"{n} year|{n} years","{n} month|{n} months":"{n} month|{n} months","{n} day|{n} days":"{n} day|{n} days","{n} hour|{n} hours":"{n} hour|{n} hours","{n} minute|{n} minutes":"{n} minute|{n} minutes","just":"just now","{plural} ago":"{plural} ago"}}}"><section class="topic_banner qa-topic_banner-container homepage-widget-wrapper homepage-widget-wrapper--no-spacing"><div class="sitewidth"><div class="col"><div class="topic-banner_wrapper featuredBanner"><a class="banner-notification_url" aria-labelledby="banner-data" href="https://community.intercom.com/product-updates/the-2025-customer-service-transformation-report-is-live-9031"></a><div id="banner-data" class="box banner-notification notification"><div class="box__content box__pad"><p class="notification-title"><span class="notification-link">The 2025 Customer Service Transformation Report is live! 🚀</span></p><span class="thread-meta-item"><div class="avatar avatar avatar--S" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/diana-tripac-9713" rel="noreferrer"><img role="img" src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/b4de68df-5469-4d45-bb4f-27fa16c34fed.png" class="lazy" data-src="https://uploads-eu-west-1.insided.com/intercom-en/icon/200x200/b4de68df-5469-4d45-bb4f-27fa16c34fed.png" style="width: 100%;" title alt="Diana Tripac" /><div class="profilelabel qa-profile-label"><img src="https://uploads-eu-west-1.insided.com/intercom-en/attachment/3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png" alt="Intercom Team" title="Intercom Team" /></div></a></div></div><span class="notification-link"><span class="thread-meta-item__date">16 days ago</span></span></span></div></div></div></div></div></section></div> <div data-preact="widget-breadcrumb/Breadcrumb" class="" data-props="{"breadcrumbData":[{"title":"Home","url":"\/"},{"title":" Forum Support overview","url":"\/community"},{"title":"Product Area","url":"\/product-area-5"},{"title":"Conversations","url":"\/conversations-9"},{"title":"Question Regarding 2-Way Text & SMS","url":"\/conversations-9\/question-regarding-2-way-text-sms-8390"}]}"><div class="sitewidth breadcrumb-container"><div class="col main-navigation--breadcrumb-wrapper widget--breadcrumb"><ul class="breadcrumb"><li class="breadcrumb-item qa-breadcrumb-community"><a class="breadcrumb-item-link" href="/"><i class="icon icon--caret-left is-visible-S"></i>Home</a><i class="icon icon--caret-right"></i></li><li class="breadcrumb-item qa-breadcrumb-category"><a class="breadcrumb-item-link" href="/community"><i class="icon icon--caret-left is-visible-S"></i> Forum Support overview</a><i class="icon icon--caret-right"></i></li><li class="breadcrumb-item qa-breadcrumb-forum"><a class="breadcrumb-item-link" href="/product-area-5"><i class="icon icon--caret-left is-visible-S"></i>Product Area</a><i class="icon icon--caret-right"></i></li><li class="breadcrumb-item qa-breadcrumb-topic"><a class="breadcrumb-item-link" href="/conversations-9"><i class="icon icon--caret-left is-visible-S"></i>Conversations</a><i class="icon icon--caret-right"></i></li><li class="breadcrumb-item undefined"><span class="current"><i class="icon icon--caret-left is-visible-S"></i>Question Regarding 2-Way Text & SMS</span><i class="icon icon--caret-right"></i></li></ul></div></div></div> <script type="application/ld+json" nonce=""> {"@context":"http:\/\/schema.org","@type":"QAPage","mainEntity":{"@type":"Question","name":"Question Regarding 2-Way Text & SMS","text":"Hi there,\u00a0We\u2019re currently using DialPad, but we\u2019re interested in moving over to Intercom. We like the UI difference, and the ease of usage throughout the app. However, I noticed when I text the number I call, it doesn\u2019t send a text message to the \u201cticket\u201d. Would I be able to get the calling number, work with the SMS texting number? Otherwise, it seems a bit impractical to communicate with clients, where they don\u2019t know which is our actual company number. For example, should my website have the two numbers listed? That comes off a bit misleading. What\u2019s a good work around?","dateCreated":"2024-11-15 07:12:28","upvoteCount":2,"author":{"@type":"Person","name":"Manuel"},"answerCount":5,"acceptedAnswer":{"@type":"Answer","text":"Hi \u200b@Manuel! Ebenezer here from Engineering Support\ud83d\udc4b.So it\u2019s not currently possible to use SMS and makes calls on the same number.We are working on rolling this out as a feature very soon, but for now there wouldn\u2019t be a workaround for this.Hope this helps!","dateCreated":"2024-11-20 17:53:58","upvoteCount":1,"author":{"@type":"Person","name":"Ebenezer.Laleye"},"url":"\/conversations-9\/question-regarding-2-way-text-sms-8390?postid=25619#post25619"},"suggestedAnswer":[{"@type":"Answer","text":"Hi \u200b@Manuel! Ebenezer here from Engineering Support\ud83d\udc4b.So it\u2019s not currently possible to use SMS and makes calls on the same number.We are working on rolling this out as a feature very soon, but for now there wouldn\u2019t be a workaround for this.Hope this helps!Thanks for your response. By a feature rolling out very soon, does this imply it\u2019s currently in the works? Do you believe it can possibly be rolled out before year end? We really like Intercom, more than any other platform, and would prefer to wait if it\u2019s around the corner.","dateCreated":"2024-11-20 18:06:57","upvoteCount":0,"author":{"@type":"Person","name":"Manuel"},"url":"\/conversations-9\/question-regarding-2-way-text-sms-8390?postid=25620#post25620"}]}} </script> <div class="full-width Template-header"> <div class="sitewidth"> </div> </div> <div class="full-width Template-content"> <div class="sitewidth"> <div class="col col--main has--side qa-div-main" > <div class="box pagebox box--unbox "> <div class="box__content"> <div class="box qa-topic-first-post" data-helper="class-toggle"> <div data-component="search-conversion"></div> <div data-preact='destination/modules/Content/TopicView/TopicContent' data-props='{"phrases":{"Forum":{"topic.closed.info_message":"This topic has been closed for comments","post.like.number.including_self":"You and {numberOfLikes} other person like this|You and {numberOfLikes} other people like this","post.like.number.only_self":"You like this","post.like.number":"{numberOfLikes} person likes this|{numberOfLikes} people like this","tags.add":"Add tags here- if topic relates to multiple subjects","validation.text.required":"You have not entered any text yet.","topic_view.reported_content_modal.reason.placeholder":"Type your reason here","topic_view.reported_content_modal.reason_not_provided.error":"Please add your reason to the report.","Something's gone wrong.":"Something's gone wrong.","pagination.label":"Page","showFirstpost.message":"Show first post","hideFirstpost.message":"Hide first post","Best answer by":"Best answer by","View original":"View original","{n} year|{n} years":"{n} year|{n} years","{n} month|{n} months":"{n} month|{n} months","{n} day|{n} days":"{n} day|{n} days","{n} hour|{n} hours":"{n} hour|{n} hours","{n} minute|{n} minutes":"{n} minute|{n} minutes","just":"just now","{plural} ago":"{plural} ago","sticky":"Sticky","prefix.question":"Question","prefix.answer":"Answered","meta.views":"23 views","meta.replies":"5 replies","meta.not_published":"Not published","product.areas.related.products":"Related products","upvote":"Upvote","translation.failure.show.original":"View Original Content","translation.failure.retry":"Retry Translation","translated.by.ai":"Translated using AI","translating":"Translating...","translate.all":"Translate All","on.demand.translations.translate":"Translate","on.demand.translation.failed":"Sorry, something went wrong.","on.demand.translation.retry":"Retry","hub_ai.on.demand.translations.show.original":"Show original"}},"languageList":[],"currentUser":{"id":null,"name":null,"avatar":null,"url":"\/members\/-"},"showBadges":true,"showReputation":true,"attachmentCdn":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/","topic":{"id":6476,"threadId":8390,"postId":25489,"title":"Question Regarding 2-Way Text & SMS","contentType":"question","content":"<p>Hi there,<\/p><p>\u00a0<\/p><p>We\u2019re currently using DialPad, but we\u2019re interested in moving over to Intercom. We like the UI difference, and the ease of usage throughout the app. However, I noticed when I text the number I call, it doesn\u2019t send a text message to the \u201cticket\u201d. Would I be able to get the calling number, work with the SMS texting number? Otherwise, it seems a bit impractical to communicate with clients, where they don\u2019t know which is our actual company number. For example, should my website have the two numbers listed? That comes off a bit misleading. What\u2019s a good work around?<\/p>","publishedAt":"2024-11-15T07:12:28+0000","author":{"userId":18307,"username":"Manuel","avatar":"","profileUrl":"\/members\/manuel-18307","reputation":5,"rank":{"id":"8","name":"New Participant","avatarIcon":{"source":"","thumbnail":""},"usernameIcon":{"source":"","thumbnail":""},"styling":{"bold":false,"italic":false,"underline":false,"color":""}},"badges":[],"signature":"","posts":2,"customoptions":7,"options":1024,"usertitle":"New Participant","customtitle":"New Participant","showBadges":true,"showReputation":true},"sticky":false,"replyCount":5,"likedBy":["18307","17732"],"poll":null,"answeredPoll":false,"tags":[],"forum":{"url":"\/conversations-9","categoryId":9,"title":"Conversations","parent":{"url":"\/product-area-5","categoryId":5,"title":"Product Area","metaRobots":"index, follow","type":0},"metaRobots":"index, follow","type":0},"bestAnswer":{"username":"Ebenezer.Laleye","postid":25619,"pagetext":"<p>Hi \u200b<user-mention data-id=\"18307\">@Manuel<\/user-mention>\u00a0! Ebenezer here from Engineering Support\ud83d\udc4b.<\/p><p>So it\u2019s not currently possible to use SMS and makes calls on the same number.<\/p><p>We are working on rolling this out as a feature very soon, but for now there wouldn\u2019t be a workaround for this.<\/p><p>Hope this helps!<\/p>","dateline":1732125238,"likes":1}},"authorData":{"14179":{"id":14179,"url":"\/members\/ebenezer-laleye-14179","name":"Ebenezer.Laleye","avatar":"","userTitle":"Intercom Team","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"1347d48e-cf4c-40d3-9bef-9ed895e9ff37.png","iconUrl":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1347d48e-cf4c-40d3-9bef-9ed895e9ff37.png","avatarIcon":"3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png","avatarIconUrl":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png","name":"Intercom Team"},"userLevel":3,"badges":[{"title":"Super user \u2b50\u2b50\u2b50","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/8bfefc93-488a-4e62-8f5d-da822739302b_thumb.png"},{"title":"Super user \u2b50","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1a35367a-4b3c-47cf-a342-8878e7f7c6fb_thumb.png"},{"title":"Active User","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/ccd35053-a988-4184-9589-7c0d2734e86e_thumb.jpg"},{"title":"Connector","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1fd41bfc-b1fd-4b08-b439-3e47b4caf4f4_thumb.jpg"},{"title":"Super user \u2b50\u2b50","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/95a6e86b-e4ab-46cc-9f06-0394ed36a230_thumb.jpg"}],"isBanned":false},"17732":{"id":17732,"url":"\/members\/nur-nahid-17732","name":"Nur Nahid","avatar":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/icon\/200x200\/c0376912-9463-4628-9fce-feafba1fb7db.png","userTitle":"Super User \u2728","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"2130c188-b5d4-454f-8352-9a63c683be31_thumb.png","avatarIconUrl":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/2130c188-b5d4-454f-8352-9a63c683be31_thumb.png","name":"Super User \u2728"},"userLevel":4,"badges":[{"title":"Super user \u2b50","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1a35367a-4b3c-47cf-a342-8878e7f7c6fb_thumb.png"},{"title":"Active User","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/ccd35053-a988-4184-9589-7c0d2734e86e_thumb.jpg"},{"title":"Connector","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1fd41bfc-b1fd-4b08-b439-3e47b4caf4f4_thumb.jpg"},{"title":"Super user \u2b50\u2b50","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/95a6e86b-e4ab-46cc-9f06-0394ed36a230_thumb.jpg"}],"isBanned":false},"18307":{"id":18307,"url":"\/members\/manuel-18307","name":"Manuel","avatar":"","userTitle":"New Participant","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"name":"New Participant"},"userLevel":1,"badges":[],"isBanned":false},"19536":{"id":19536,"url":"\/members\/khanariyan-19536","name":"khanariyan","avatar":"","userTitle":"New Participant","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"name":"New Participant"},"userLevel":0,"badges":[],"isBanned":false}},"pinnedReply":null,"showReport":true,"currentPage":1,"canEndUserAddPublicTags":false,"isPublicTagManagementEnabled":null,"disableFileAttachments":true,"unlimitedEditPermission":false,"topicPrefixQuestion":"vraag","topicPrefixAnswer":"beantwoord","isPreview":null,"featuredImage":null,"publicLabel":null,"ideaStatus":null,"productAreas":null,"ssoLoginUrl":"","contentHelpfulnessData":{"topic":{"id":8390,"title":null,"prefixId":"beantwoord","contentType":"question","views":23},"phrases":{"Forum":{"topic.helpfulness.text":"Did this topic help you find an answer to your question?","topic.helpfulness.thanks":"Thanks for your feedback","topic.helpfulness.indicator":"found this helpful","topic_view.reported_content_modal.reason.placeholder":"Type your reason here","topic_view.reported_content_modal.reason_not_provided.error":"Please add your reason to the report."}}}}'><div class=""><div class="post__content js-content--original qa-topic-post-content post__content--new-editor" data-helper="gallery" data-data='{"delegate": "img:not([src*=\"emojione\"]), a.fancybox img", "type": "image"}'> <p>Hi there,</p><p> </p><p>We’re currently using DialPad, but we’re interested in moving over to Intercom. We like the UI difference, and the ease of usage throughout the app. However, I noticed when I text the number I call, it doesn’t send a text message to the “ticket”. Would I be able to get the calling number, work with the SMS texting number? Otherwise, it seems a bit impractical to communicate with clients, where they don’t know which is our actual company number. For example, should my website have the two numbers listed? That comes off a bit misleading. What’s a good work around?</p> </div></div></div> </div> <div class="box" data-preact="destination/modules/Content/TopicView/TopicReplies" data-props='{"currentUser":{"id":null,"name":null,"avatar":null,"url":"\/members\/-"},"type":"question","topic":{"id":6476,"threadId":8390,"postId":25489,"title":"Question Regarding 2-Way Text & SMS","contentType":"question","content":"<p>Hi there,<\/p><p>\u00a0<\/p><p>We\u2019re currently using DialPad, but we\u2019re interested in moving over to Intercom. We like the UI difference, and the ease of usage throughout the app. However, I noticed when I text the number I call, it doesn\u2019t send a text message to the \u201cticket\u201d. Would I be able to get the calling number, work with the SMS texting number? Otherwise, it seems a bit impractical to communicate with clients, where they don\u2019t know which is our actual company number. For example, should my website have the two numbers listed? That comes off a bit misleading. What\u2019s a good work around?<\/p>","publishedAt":"2024-11-15T07:12:28+0000","author":{"userId":18307,"username":"Manuel","avatar":"","profileUrl":"\/members\/manuel-18307","reputation":5,"rank":{"id":"8","name":"New Participant","avatarIcon":{"source":"","thumbnail":""},"usernameIcon":{"source":"","thumbnail":""},"styling":{"bold":false,"italic":false,"underline":false,"color":""}},"badges":[],"signature":"","posts":2,"customoptions":7,"options":1024,"usertitle":"New Participant","customtitle":"New Participant","showBadges":true,"showReputation":true},"sticky":false,"replyCount":5,"likedBy":["18307","17732"],"poll":null,"answeredPoll":false,"tags":[],"forum":{"url":"\/conversations-9","categoryId":9,"title":"Conversations","parent":{"url":"\/product-area-5","categoryId":5,"title":"Product Area","metaRobots":"index, follow","type":0},"metaRobots":"index, follow","type":0},"bestAnswer":{"username":"Ebenezer.Laleye","postid":25619,"pagetext":"<p>Hi \u200b<user-mention data-id=\"18307\">@Manuel<\/user-mention>\u00a0! Ebenezer here from Engineering Support\ud83d\udc4b.<\/p><p>So it\u2019s not currently possible to use SMS and makes calls on the same number.<\/p><p>We are working on rolling this out as a feature very soon, but for now there wouldn\u2019t be a workaround for this.<\/p><p>Hope this helps!<\/p>","dateline":1732125238,"likes":1}},"breadcrumbs":[{"title":"Home","url":"\/"},{"title":" Forum Support overview","url":"\/community"},{"title":"Product Area","url":"\/product-area-5"},{"title":"Conversations","url":"\/conversations-9"},{"title":"Question Regarding 2-Way Text & SMS","url":"\/conversations-9\/question-regarding-2-way-text-sms-8390"}],"replies":[{"postId":25619,"privatePostId":13387,"contentType":"question_reply","author":{"userId":14179,"username":"Ebenezer.Laleye","avatar":"","profileUrl":"\/members\/ebenezer-laleye-14179","reputation":34,"rank":{"id":"1","name":"Intercom Team","avatarIcon":{"source":"3f5e0011-ad0e-4932-b408-b43d160ca324.png","thumbnail":"3f5e0011-ad0e-4932-b408-b43d160ca324_thumb.png"},"usernameIcon":{"source":"1347d48e-cf4c-40d3-9bef-9ed895e9ff37.png","thumbnail":"1347d48e-cf4c-40d3-9bef-9ed895e9ff37_thumb.png"},"styling":{"bold":false,"italic":false,"underline":false,"color":""}},"badges":[{"title":"Super user \u2b50\u2b50\u2b50","image":"8bfefc93-488a-4e62-8f5d-da822739302b_thumb.png"},{"title":"Super user \u2b50","image":"1a35367a-4b3c-47cf-a342-8878e7f7c6fb_thumb.png"},{"title":"Active User","image":"ccd35053-a988-4184-9589-7c0d2734e86e_thumb.jpg"},{"title":"Connector","image":"1fd41bfc-b1fd-4b08-b439-3e47b4caf4f4_thumb.jpg"},{"title":"Super user \u2b50\u2b50","image":"95a6e86b-e4ab-46cc-9f06-0394ed36a230_thumb.jpg"}],"signature":"Ebenezer - \tCustomer Support Engineer","posts":187,"customoptions":7,"options":1024,"usertitle":"Intercom Team","customtitle":"Intercom Team","showBadges":true,"showReputation":true},"content":"<p>Hi \u200b<user-mention data-id=\"18307\">@Manuel<\/user-mention>\u00a0! Ebenezer here from Engineering Support\ud83d\udc4b.<\/p><p>So it\u2019s not currently possible to use SMS and makes calls on the same number.<\/p><p>We are working on rolling this out as a feature very soon, but for now there wouldn\u2019t be a workaround for this.<\/p><p>Hope this helps!<\/p>","likes":["18307"],"attachments":[],"visible":true,"ipAddress":"","creationDate":"2024-11-20T17:53:58+0000","isHighlighted":false,"isPinned":false},{"postId":25620,"privatePostId":13388,"contentType":"question_reply","author":{"userId":18307,"username":"Manuel","avatar":"","profileUrl":"\/members\/manuel-18307","reputation":5,"rank":{"id":"8","name":"New Participant","avatarIcon":{"source":"","thumbnail":""},"usernameIcon":{"source":"","thumbnail":""},"styling":{"bold":false,"italic":false,"underline":false,"color":""}},"badges":[],"signature":"","posts":2,"customoptions":7,"options":1024,"usertitle":"New Participant","customtitle":"New Participant","showBadges":true,"showReputation":true},"content":"<content-quote data-username=\"Ebenezer.Laleye\"><div class=\"content-quote-content\">\t<p>Hi \u200b<user-mention data-id=\"18307\">@Manuel<\/user-mention>\u00a0! Ebenezer here from Engineering Support\ud83d\udc4b.<\/p>\t<p>So it\u2019s not currently possible to use SMS and makes calls on the same number.<\/p>\t<p>We are working on rolling this out as a feature very soon, but for now there wouldn\u2019t be a workaround for this.<\/p>\t<p>Hope this helps!<\/p>\t<\/div><\/content-quote><p>Thanks for your response. By a feature rolling out very soon, does this imply it\u2019s currently in the works? Do you believe it can possibly be rolled out before year end? We really like Intercom, more than any other platform, and would prefer to wait if it\u2019s around the corner.<\/p>","likes":[],"attachments":[],"visible":true,"ipAddress":"","creationDate":"2024-11-20T18:06:57+0000","isHighlighted":false,"isPinned":false},{"postId":25622,"privatePostId":13389,"contentType":"question_reply","author":{"userId":17732,"username":"Nur Nahid","avatar":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/icon\/200x200\/c0376912-9463-4628-9fce-feafba1fb7db.png","profileUrl":"\/members\/nur-nahid-17732","reputation":70,"rank":{"id":"3","name":"Super User \u2728","avatarIcon":{"source":"2130c188-b5d4-454f-8352-9a63c683be31.png","thumbnail":"2130c188-b5d4-454f-8352-9a63c683be31_thumb.png"},"usernameIcon":{"source":"","thumbnail":""},"styling":{"bold":false,"italic":false,"underline":false,"color":""}},"badges":[{"title":"Super user \u2b50","image":"1a35367a-4b3c-47cf-a342-8878e7f7c6fb_thumb.png"},{"title":"Active User","image":"ccd35053-a988-4184-9589-7c0d2734e86e_thumb.jpg"},{"title":"Connector","image":"1fd41bfc-b1fd-4b08-b439-3e47b4caf4f4_thumb.jpg"},{"title":"Super user \u2b50\u2b50","image":"95a6e86b-e4ab-46cc-9f06-0394ed36a230_thumb.jpg"}],"signature":"Nur Nahid","posts":95,"customoptions":7,"options":1024,"usertitle":"Super User \u2728","customtitle":"Super User \u2728","showBadges":true,"showReputation":true},"content":"<p>Intercom doesn\u2019t natively support SMS like DialPad. However, you can:<\/p><ul><li><strong>Use Integrations:<\/strong> Connect Intercom with tools like Twilio for SMS.<\/li>\t<li><strong>Unify Communication:<\/strong> Use one main number for calls and texts via integrations.<\/li>\t<li><strong>Clarify on Your Website:<\/strong> Clearly label call and SMS numbers if separate.<\/li><\/ul>","likes":[],"attachments":[],"visible":true,"ipAddress":"","creationDate":"2024-11-20T19:25:43+0000","isHighlighted":false,"isPinned":false},{"postId":25639,"privatePostId":13398,"contentType":"question_reply","author":{"userId":18307,"username":"Manuel","avatar":"","profileUrl":"\/members\/manuel-18307","reputation":5,"rank":{"id":"8","name":"New Participant","avatarIcon":{"source":"","thumbnail":""},"usernameIcon":{"source":"","thumbnail":""},"styling":{"bold":false,"italic":false,"underline":false,"color":""}},"badges":[],"signature":"","posts":2,"customoptions":7,"options":1024,"usertitle":"New Participant","customtitle":"New Participant","showBadges":true,"showReputation":true},"content":"<content-quote data-username=\"Ebenezer.Laleye\"><div class=\"content-quote-content\">\t<p>Hi \u200b<user-mention data-id=\"18307\">@Manuel<\/user-mention>\u00a0! Ebenezer here from Engineering Support\ud83d\udc4b.<\/p>\t<p>So it\u2019s not currently possible to use SMS and makes calls on the same number.<\/p>\t<p>We are working on rolling this out as a feature very soon, but for now there wouldn\u2019t be a workaround for this.<\/p>\t<p>Hope this helps!<\/p>\t<\/div><\/content-quote><p>Thank you, regarding being a feature very soon, does that mean it\u2019s currently being developed? Additionally, do you know by chance if it\u2019ll release end of the year? We\u2019re wanting to switch to a different provider, but don\u2019t mind waiting if it\u2019s around the corner.<\/p>","likes":[],"attachments":[],"visible":true,"ipAddress":"","creationDate":"2024-11-21T03:29:11+0000","isHighlighted":false,"isPinned":false},{"postId":27018,"privatePostId":13920,"contentType":"question_reply","author":{"userId":19536,"username":"khanariyan","avatar":"","profileUrl":"\/members\/khanariyan-19536","reputation":0,"rank":{"id":"8","name":"New Participant","avatarIcon":{"source":"","thumbnail":""},"usernameIcon":{"source":"","thumbnail":""},"styling":{"bold":false,"italic":false,"underline":false,"color":""}},"badges":[],"signature":"","posts":1,"customoptions":7,"options":1024,"usertitle":"New Participant","customtitle":"New Participant","showBadges":true,"showReputation":true},"content":"<p>Hi Manuel,<\/p><p>I completely understand your concern. When transitioning to a new platform like Intercom, it\u2019s important to ensure that your clients have a seamless experience. Regarding your question about SMS and the ticket system, it\u2019s possible to configure a system where your calling number and the SMS texting number work together, ensuring that messages sent to clients are properly linked to their tickets.<\/p><p>One potential workaround would be to integrate your <strong>SMS<\/strong> system with your existing ticketing system so that all communication (whether through calls or texts) can be captured in one place. This could eliminate the confusion of clients not knowing which number to use to reach your company.<\/p><p>Instead of listing two separate numbers on your website, you might consider using a unified number that clients can reach you on, both for calls and <a href=\"https:\/\/www.smslocal.com\/products\/sending-bulk-sms\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow ugc\"><strong>SMS<\/strong><\/a>. This would streamline communication and make your contact information clearer to your customers, while still enabling two-way communication.<\/p><p>Additionally, if you\u2019re looking to optimize your <strong>SMS<\/strong> communication with clients, you can use a service like <strong>SMSLocal<\/strong>, which offers scalable and reliable <strong>SMS<\/strong> solutions that can integrate with various platforms, including customer support systems like Intercom.<\/p><p>Let me know if you need more details or help with the setup!<\/p>","likes":[],"attachments":[],"visible":true,"ipAddress":"","creationDate":"2025-01-17T13:03:14+0000","isHighlighted":false,"isPinned":false}],"attachmentCdn":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/","authorData":{"14179":{"id":14179,"url":"\/members\/ebenezer-laleye-14179","name":"Ebenezer.Laleye","avatar":"","userTitle":"Intercom 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\u2b50","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1a35367a-4b3c-47cf-a342-8878e7f7c6fb_thumb.png"},{"title":"Active User","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/ccd35053-a988-4184-9589-7c0d2734e86e_thumb.jpg"},{"title":"Connector","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/1fd41bfc-b1fd-4b08-b439-3e47b4caf4f4_thumb.jpg"},{"title":"Super user \u2b50\u2b50","url":"https:\/\/uploads-eu-west-1.insided.com\/intercom-en\/attachment\/95a6e86b-e4ab-46cc-9f06-0394ed36a230_thumb.jpg"}],"isBanned":false},"18307":{"id":18307,"url":"\/members\/manuel-18307","name":"Manuel","avatar":"","userTitle":"New Participant","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"name":"New Participant"},"userLevel":1,"badges":[],"isBanned":false},"19536":{"id":19536,"url":"\/members\/khanariyan-19536","name":"khanariyan","avatar":"","userTitle":"New 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Ebenezer here from Engineering Support<img class="emojione" alt="👋" title=":wave:" title=":wave:" src="https://cdn.jsdelivr.net/emojione/assets/png/1f44b.png?v=2.2.7"/>.</p><p>So it’s not currently possible to use SMS and makes calls on the same number.</p><p>We are working on rolling this out as a feature very soon, but for now there wouldn’t be a workaround for this.</p><p>Hope this helps!</p> <hr class="seperator m-b-0 "> </div> <div class="post box__pad qa-topic-post-box" data-helper="gallery" data-data='{"delegate": "img:not([src*=\"emojione\"]), a.fancybox img", "type": "image"}'> <content-quote data-username="Ebenezer.Laleye"><div class="content-quote-content"> <p>Hi <user-mention data-id="18307">@Manuel</user-mention> ! Ebenezer here from Engineering Support<img class="emojione" alt="👋" title=":wave:" title=":wave:" src="https://cdn.jsdelivr.net/emojione/assets/png/1f44b.png?v=2.2.7"/>.</p> <p>So it’s not currently possible to use SMS and makes calls on the same number.</p> <p>We are working on rolling this out as a feature very soon, but for now there wouldn’t be a workaround for this.</p> <p>Hope this helps!</p> </div></content-quote><p>Thanks for your response. By a feature rolling out very soon, does this imply it’s currently in the works? Do you believe it can possibly be rolled out before year end? We really like Intercom, more than any other platform, and would prefer to wait if it’s around the corner.</p> <hr class="seperator m-b-0 "> </div> <div class="post box__pad qa-topic-post-box" data-helper="gallery" data-data='{"delegate": "img:not([src*=\"emojione\"]), a.fancybox img", "type": "image"}'> <p>Intercom doesn’t natively support SMS like DialPad. However, you can:</p><ul><li><strong>Use Integrations:</strong> Connect Intercom with tools like Twilio for SMS.</li> <li><strong>Unify Communication:</strong> Use one main number for calls and texts via integrations.</li> <li><strong>Clarify on Your Website:</strong> Clearly label call and SMS numbers if separate.</li></ul> <hr class="seperator m-b-0 "> </div> <div class="post box__pad qa-topic-post-box" data-helper="gallery" data-data='{"delegate": "img:not([src*=\"emojione\"]), a.fancybox img", "type": "image"}'> <content-quote data-username="Ebenezer.Laleye"><div class="content-quote-content"> <p>Hi <user-mention data-id="18307">@Manuel</user-mention> ! Ebenezer here from Engineering Support<img class="emojione" alt="👋" title=":wave:" title=":wave:" src="https://cdn.jsdelivr.net/emojione/assets/png/1f44b.png?v=2.2.7"/>.</p> <p>So it’s not currently possible to use SMS and makes calls on the same number.</p> <p>We are working on rolling this out as a feature very soon, but for now there wouldn’t be a workaround for this.</p> <p>Hope this helps!</p> </div></content-quote><p>Thank you, regarding being a feature very soon, does that mean it’s currently being developed? Additionally, do you know by chance if it’ll release end of the year? We’re wanting to switch to a different provider, but don’t mind waiting if it’s around the corner.</p> <hr class="seperator m-b-0 "> </div> <div class="post box__pad qa-topic-post-box" data-helper="gallery" data-data='{"delegate": "img:not([src*=\"emojione\"]), a.fancybox img", "type": "image"}'> <p>Hi Manuel,</p><p>I completely understand your concern. When transitioning to a new platform like Intercom, it’s important to ensure that your clients have a seamless experience. Regarding your question about SMS and the ticket system, it’s possible to configure a system where your calling number and the SMS texting number work together, ensuring that messages sent to clients are properly linked to their tickets.</p><p>One potential workaround would be to integrate your <strong>SMS</strong> system with your existing ticketing system so that all communication (whether through calls or texts) can be captured in one place. This could eliminate the confusion of clients not knowing which number to use to reach your company.</p><p>Instead of listing two separate numbers on your website, you might consider using a unified number that clients can reach you on, both for calls and <a href="https://www.smslocal.com/products/sending-bulk-sms/" target="_blank" rel="noreferrer noopener nofollow ugc"><strong>SMS</strong></a>. This would streamline communication and make your contact information clearer to your customers, while still enabling two-way communication.</p><p>Additionally, if you’re looking to optimize your <strong>SMS</strong> communication with clients, you can use a service like <strong>SMSLocal</strong>, which offers scalable and reliable <strong>SMS</strong> solutions that can integrate with various platforms, including customer support systems like Intercom.</p><p>Let me know if you need more details or help with the setup!</p> <hr class="seperator m-b-0 "> </div> </div></div> <div class="box box__pad"> <div class="box__content qa-reply reply-editor-wrapper"> <h3>Reply</h3> <br/> <div data-preact="groups-destination/GroupJoin" data-props='{"publicGroupMessage": true}'></div> <div data-preact="editor/postEditor" data-props='{"disableFileAttachments":true,"isControl":false,"topicId":8390,"redirect":true,"isGuest":true,"placeholder":"topic.reply.placeholder.textarea"}' ></div> </div> </div> </div> </div> </div> <div class="col col--side Sidebar qa-div-sidebar custom-sidebar"> <div class="module Sidebarmodule"> <div data-preact="related-topics/RelatedTopics" data-props="{"widgetTitle":"Related topics","pageSize":"5"}"> </div> <div data-preact="widget-most-liked/index.sync" class="" data-props="{"config":{"id":"widget_7","widget_type":"leaderboard","title":"Most helpful members this week","pagesize":"5","days":"7"},"maxResults":"5","amount":"5","period":"7","title":"Most helpful members this week","phrases":{"Forum":{"{n} like.single|{n} like.plural":"{n} like|{n} likes"}}}"></div> </div> </div> </div> </div> <div class="full-width Template-secondary"> <div class="sitewidth"> <div class="col col--main has--side"> </div> </div> </div> <div class="full-width Template-footer"> <div data-preact="powered-by-insided/index" class="powered-by-insided-footer" data-props="{"rootUrl":"community.intercom.com","termsConditions":"\/site\/terms","cookieConfig":{"use_external_modal":false,"mapping":{"required":1,"anonymous":2,"all":3}},"communityVisibility":"public","isGuestUser":true,"phrases":{"Forum":{"branded.back_to_top":"Back to top","Terms & Conditions":"Terms & Conditions","cookiepolicy.link":"Cookie settings"}}}"><div class="Template-footer"><div class="sitewidth box box--blend" data-component="scrollTopStickyButton"><div class="templatefoot"><a href="https://www.gainsight.com/customer-communities/" class="logo-gainsight" title="Visit Gainsight.com" target="_blank" rel="noreferrer" aria-label="Powered by Gainsight"><span class="is-hidden">Powered by Gainsight</span></a></div><div class="templatefoot-privacy-links"><a href="/site/terms" aria-label="Terms & Conditions">Terms & Conditions</a><a href="#" aria-label="Cookie settings">Cookie settings</a></div><span class="scroll-to-top-sticky-button js-scrollto widget--base-shadow is-hidden-S custom-scroll-to-top" title="Back to top" aria-label="Back to top"></span></div></div></div> </div> <a href="/topic/new" aria-label="Create topic" data-track='{"trigger":"floating button","type":"Topic Initiated"}' role="button" class="btn--cta btn--create-topic btn--fixed btn--fixed__bottom is-visible-S qa-menu-create-topic"> <span class="icon icon--pen icon--auto-width" aria-hidden="true"></span> </a> <div class="modals box is-hidden js-legacy-modals"> <div class="qa-register-modal" data-helper="modal" data-data='{"modal_id": "register", "mainClass": "modal--register"}' id="modal_register" > <label for="" > </label> <h2> Join the Intercom Community 🎉 </h2> <p>Already have an account? 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