Built-in SMS/texting
You can send and receive text messages to and from customers using a business number inside the tool.
On this pageWhat it is
What it is
Built-in texting lets you send and receive SMS messages from the same system that handles your calls. A customer can text the business number and a colleague replies from the tool, with the thread kept in one place. Aircall, Quo and RingCentral are examples of tools with this.
Why it matters
Many customers answer a short text sooner than they return a call or reply to an email, and texts suit reminders, appointment confirmations and quick questions. Having them in the tool means the whole team sees the history instead of a single person's phone. You need it when customers prefer messaging or when appointments are common. If your customers rarely text, it may go unused.
What to check
- Ask which countries you can text and whether the number you use can send and receive messages there.
- Check whether more than one person can see and reply to a conversation.
- Test whether messages appear on the customer record in your CRM.
- Find out how opt-outs and consent are handled.
Tools with Built-in SMS/texting
Embeds calling, SMS and video inside your CRM so every customer interaction is logged and contextual.
Centralises team calls, texts and voicemails with AI-powered call answering and automatic logging.
Cloud business phone, messaging and meetings with AI features, built for teams that need calls, SMS and video together.
Sales calls tools without built-in SMS/texting
Route calls through a cloud phone system with AI transcription and customer history display.