Use this article to set up multiple SMS phone numbers in the same country, choose which number to send from in the Inbox and in outbound campaigns, and route incoming SMS conversations to the right team based on the number they came in on.
This is useful if you operate across multiple regions, run different support lines, or simply want more than one number in a country.
When you send SMS, Intercom automatically uses the correct number for each recipient based on their country. Incoming replies can be routed to the right team based on the number they were sent to.
Note:
Each new phone number goes through its own verification process (for example, toll-free verification for US numbers). Add and verify any additional numbers before using them to send messages.
Adding more phone numbers may affect your SMS costs depending on your plan. Check your plan details or contact support if you're unsure.
How to send from a specific number in a one-to-one conversation
When you start a new SMS conversation from the Inbox:
Compose a new SMS conversation as usual.
In the "From" field, use the phone number selector to choose the number you want to send from.
Send your message. The recipient sees the number you selected as the sender.
How to send from specific numbers in an outbound campaign or Series
When you send an outbound SMS message or a Series to multiple recipients:
Open your SMS content in the editor.
In the "Send From" field, select 2-Way Phone Number from the dropdown.
Then open the phone number selector and select one number per country that you want to send from (numbers are grouped by country).
Save and set your message live.
Each recipient is matched to a selected number based on their country, and the message sends from that number.
How your audience is filtered
When you select specific numbers, the audience is automatically limited to the countries you've selected a number for. For example, if you select a US number and a UK number, only recipients with US or UK phone numbers are included, so you won't message people you don't have a local number to reach.
If you don't select any numbers, your message sends as it did before, using your default SMS setup.
How to route incoming SMS by phone number
The Workspace SMS phone number attribute records which of your numbers a conversation came in on. You can use this attribute in a Workflow to route incoming SMS to the right team. For example:
When: a customer sends their first message
If: Channel is SMS and Workspace SMS phone number is [your US number]
Then: assign the conversation to your [US support] inbox
Note:
One number per country, per message. You can send from different numbers in different countries in the same send, but each message uses a single number per country.
Alphanumeric sender IDs are unaffected. If you use an alphanumeric sender ID, the phone number selector doesn't appear and nothing changes.
No matching number. If a recipient is in a country you haven't selected a number for, the message sends using your default SMS setup.
Replies stay on the same number. Once a conversation is underway, replies continue to use the number the customer is already texting with.
FAQs
Do I have to select a number every time?
Do I have to select a number every time?
No. If you don't select any numbers, your SMS sends exactly as it does today. Number selection is optional.
Can I use two numbers for the same country in one message?
Can I use two numbers for the same country in one message?
Not currently. You can hold multiple numbers in a country, but a single message uses one number per country.
Will adding a second number change my existing setup?
Will adding a second number change my existing setup?
No. Existing workspaces continue to work exactly as before until you actively select numbers when composing.
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