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
Step 1: Add new country
Go to Settings > Channels > SMS. From the "Advanced SMS Settings" section click Add new country and select the country you’d like to start sending SMS in. Then click Activate [Country].
You can activate a US or Canadian number in your SMS settings. UK and Australian numbers require additional setup before they can be added in this dashboard. Contact your Account Manager or Support to complete it.
Step 2: Choose a phone number and activate the country
Porting an Existing Number
You can port your existing phone number (e.g., from Aircall or Twilio) into Intercom. Supported number types include:
US: Toll-Free and Local Numbers
UK & AU: Mobile Numbers
Canada: Local Numbers
Note: If you're porting a US local number that already sends SMS, complete US local (10DLC) registration and wait for your brand and campaign to be approved before you port it. The registration at your current provider doesn't move with the number, so texting stops at cutover until yours is approved.
Steps to Port a Number:
Navigate to Settings > Channels > Phone and select “Port existing phone number.”
Provide your current provider’s details and select a preferred porting date.
Submit any additional required documentation. Approval from your current provider may be necessary.
Note that porting availability depends on your country/region and can take 1–6 weeks or more.
Important Considerations:
Porting is a permanent process; once a number is migrated to Intercom, it cannot be used elsewhere unless moved off Intercom later.
Forwarding numbers from providers like Aircall to Intercom is not supported.
Select the phone number you want to use in that country and click Confirm activation.
Note: You cannot choose your own number; instead, you must purchase a randomised number through the Intercom UI.
You’ll be able to select from a range of available local numbers (this applies for Canadian numbers only). 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
Configuring Phone Capabilities
After enabling phone on your SMS number, go to Settings > Channels > Phone. Assign an internal name to the number and toggle capabilities for outbound and/or inbound phone calls to route calls to teammates in the Inbox.
Now configure SMS and decide how to handle inbound messages.
Note: Workflow messages are delivered via Intercom Messenger. To send SMS, create a Series that includes SMS; workflows themselves do not send SMS.
If you're setting up SMS for the US, your number has to be registered with US carriers before it can send:
Toll-free numbers: complete US toll-free verification.
Local numbers: complete US local (10DLC) registration for your business and campaign.
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 in the Inbox where your teammates can reply in a 2-way conversation with the customer.
If you only want to send outbound SMS, you can turn this feature off in Settings > Channels > SMS > 2-way SMS.
Automated keyword responses
You’ll also see a default set of keyword responses which you can edit later in Settings > Channels > SMS > Automated keyword responses.
How do Quiet Hours affect SMS you send from Intercom?
Quiet Hours affect SMS you send from Intercom because they apply to all outgoing SMS, including Fin's replies in a conversation that a customer started by texting you. The Quiet Hours setting is set at the workspace level, and it can't be turned off completely for the workspace.
If an SMS is triggered during Quiet Hours, the message is dropped. It isn't queued and sent later.
You can turn Quiet Hours off for an individual outbound message, for example a Series SMS that should send right away.
There's no Quiet Hours setting just for Fin. Fin's replies are dropped if a customer texts you during Quiet Hours.
How often does a Series check whether to send an SMS?
A Series checks its blocks about every 30 minutes, so an SMS in a Series can send up to about 30 minutes after the trigger. A Series SMS can't be skipped if it would send later than a set time after the trigger.
What happens if I send an SMS from a US number to a Canadian phone number?
Sending an SMS from a US number to a Canadian phone number fails, even though both countries share the +1 calling code, because Intercom can tell US numbers from Canadian numbers. You're still charged for failed or blocked send attempts.
Step 4: Preview
For US numbers
If you've purchased a US number, you can now go to Outbound and select New message then 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 inbox so you can test out that 2-way experience.
And that’s it, you’re all set to send SMS messages.
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