SMS/Text Messaging

SMS/Text Messaging in VoIP business phone systems allows companies to send and receive text messages directly from their business phone numbers through the same platform they use for voice calls. Unlike traditional SMS that requires a separate mobile phone, VoIP-integrated texting lets employees manage all communications—calls, texts, and often team chats—from a unified interface on their desktop, mobile app, or web browser. This creates a seamless communication experience where customer conversations can flow naturally between phone calls and text messages without switching devices or applications.

For modern businesses, text messaging has become essential rather than optional. Studies show that SMS has a 98% open rate compared to just 20% for emails, making it one of the most effective channels for time-sensitive communications. VoIP SMS enables teams to send appointment reminders, delivery notifications, customer support responses, and quick updates in the format customers increasingly prefer. The messages appear to come from your business phone number, maintaining professional consistency and brand recognition. Many systems also support MMS (multimedia messaging), allowing you to share images, PDFs, and other files directly via text.

Advanced VoIP platforms enhance basic texting with business-focused features like message templates for common responses, scheduled sending for campaigns, automated workflows triggered by keywords, and detailed analytics on delivery and engagement rates. Team members can collaborate on customer text conversations through shared inboxes, ensuring no message goes unanswered even when the original recipient is unavailable. Integration with CRM systems means all text conversations are automatically logged alongside call records, creating a complete communication history that helps teams deliver more personalized, informed customer service.