Using Intercom’s native SMS tool, you don’t need a separate account with another SMS provider. This out-of-the-box solution has no messy integrations and compliance and consent management is already included. Plus, set-up is super fast with an easy onboarding flow.
Get started with SMS
Go to 
Proactive Support and filter the Content type by SMS. Then click Set up SMS.
Step 1: Select a country
First, select the country you’d like to start sending SMS in and then click Activate [Country].
If you’ve already activated your first country, you’ll need to go to SMS settings to set up additional countries.
You can activate a US or Canadian number in your SMS settings. If you require access to a UK or Australian number, you will need to be on an annual contract and reach out to us in the Messenger to activate this option.
Step 2: Choose a phone number and activate the country
Select the phone number you want to use in that country and click “Confirm activation”:
You’ll be able to select from a range of available local numbers. Refresh the list to get different numbers.
Phone number activation
If you joined Intercom before November 15, 2023 find SMS pricing details here.
If you joined Intercom from November 15, 2023 find SMS pricing details here.
Step 3: Configure SMS
Now configure SMS and decide how to handle inbound messages.
If you’re setting up SMS for the US, you’ll need to verify your toll-free number before you can continue with the next steps.
2-way SMS
By default, 2-way SMS is turned on. This means when you receive a non-recognized keyword response, a conversation will be created via the Help Desk where your teammates can reply and have a 2-way conversation with the customer.
You can select “Turn this feature off” if you only want to send outbound SMS.
Automated keyword responses
You’ll also see a default set of keyword responses which you can edit later in SMS settings. For now, you can go ahead and click “Done”.
Step 4: Preview
For US numbers
If you've just purchased a US number, you'll be taken to Proactive Support where you can now select New message and choose SMS to send your first SMS message.
For all other numbers
If you've purchase a number from any other country, you can start by sending yourself a preview SMS message. Enter any number with the same international code as the number you purchased.
When you click Send, you’ll receive the following one-off message from the number you purchased:
“Welcome to Intercom SMS! If you have 2-way SMS turned on, try replying to this message and see it arrive in your Intercom inbox.
Reply STOP to unsubscribe.”
This SMS preview message will not appear in any conversation or message list. If you reply to the message and have the 2-way SMS setting turned on, then a new SMS conversation will be started in your Help Desk so you can test out that 2-way experience.
And that’s it, you’re all set to send SMS messages.
💡Tip
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