SMS requires an additional license and must be enabled by an admin before it is available to you. Contact VCS (Voice and Collaboration Services) for more information.

Zoom SMS is different from the Team Chat feature. SMS is connected with Zoom Phone, while Team Chat is a part of the Zoom app. SMS is not supported on desk phones, and extension-only phone users cannot use SMS. It can be used with Call Queues, Auto-receptionists, and Shared Line Group Members.

Viewing SMS Conversations

• To view incoming messages, sign in to the Zoom desktop client, mobile app, or Zoom Web App. Select the Phone tab, and then the SMS tab.

Replying and Claiming Conversations

• To reply and claim the conversation, select the conversation and select Reply at the bottom. If another person has replied, you will be prevented from replying. 

Releasing/Transferring Conversations

• Select the thread in the queue or auto-receptionist. Select Release or Transfer at the top of the thread. Confirm the pop-up notification to release/transfer the conversation.