Purchase and Configure SMS Phone Numbers
  • 21 Jul 2022
  • 6 Minutes To Read
  • PDF

Purchase and Configure SMS Phone Numbers

  • PDF

REQUIRED USER ROLE
Administrator

Purchase and configure SMS numbers directly in Gladly. Once purchased, you can activate SMS capability for the number purchased or hold on to it until you're ready to activate it to use for SMS services. If capable, some SMS phone numbers can also be used for voice.

Before you start

Before purchasing an SMS number through Gladly, we recommend that you first review the following.

  • SMS numbers purchased through Gladly are billed to your company as part of your telephony invoice.
  • New SMS numbers use the SMS Channel's primary Inbox on the Entry Points settings page unless exceptions are created.
  • Phone numbers you already own can be ported to Gladly with the help of Gladly Support.
  • Short code or international numbers can be purchased with the help of Gladly Support.
Watch Out - We recommend not adding an Entry Point(s) until you're ready to receive incoming requests
Upon adding a new Entry Point, incoming requests from that Entry Point automatically route to the corresponding Channel's primary Inbox. For example, upon adding Instagram Messaging as an Entry Point, direct messages from your Instagram account will automatically create a Conversation in Instagram Channel's primary Inbox.

  • Voice/SMS – Phone numbers can be purchased and held onto until you're ready to complete the setup by connecting them as Entry Points.
  • Chat (Sidekick) – Upon configuring Sidekick, it's available to receive incoming chat requests as soon as it's embedded on your website. Chats are routed to the chat Channel's primary Inbox.
  • Social Channels – Upon adding a social Channel Entry Point (e.g., Twitter, Instagram, or WhatsApp), messages automatically route to the social Channel's primary Inbox.
  • Email – Once an email address is added, it's ready to receive inbound emails in the email Channels' primary Inbox as long as email forwarding is activated.

Use Exceptions to link an Entry Point to a different Inbox if you don't want to use the Channel's primary Inbox.

Select an option

What would you like to do? Select an option below.

Tip - Don't skip a step
Follow each step carefully to ensure the phone number purchase and set up process is completed successfully. 
+ Purchase a new SMS phone number

Purchase a new SMS phone number

  1. Click the menu icon on the top left corner of the screen.
  2. Click Settings.
  3. Under the Channels category, click SMS.
  4. The SMS page shows you a list of phone numbers currently in Gladly. These are phone numbers already available or used as an Entry Point.
    • The Inbox column shows which Inbox SMS messages are routed to based on the phone number's Entry Point setting.
  5. Click Set Up SMS.
  6. Step 1, from the prompt, click Get a new phone number.
    • Do you need an SMS number for use outside of the United States or Canada? Contact Gladly Support since these can't be purchased through the Gladly UI.
  7. Step 2, the Search Phone Numbers modal automatically populates (available) phone numbers in the United States listed in random order. Still, you can narrow your results by capability, city, or area code.
    • [A] Country – Default is United States. You can also choose Canada.
      • Contact Gladly Support if you need an international number or short code.
    • [B] Type – Search local or toll-free numbers (United States or Canada only)
    • [C] Capabilities –SMS is selected by default (can't be unchecked), so phone numbers displayed all have SMS capabilities. Click the Voice and/or MMS box if you'd like to see available numbers with those capabilities as well.
      • SMS numbers purchased with Voice capability also appear on the Voice page so it can be configured to support voice.
    • [D] Filters Number By – Search criteria options: Area Code or Contains:
      • Area Code – Search for numbers by area code (e.g., 415, 909, etc.) or by city (e.g., San Francisco, Riverside, etc.). You must enter the complete name of the city if searching by city.
      • Contains – Search by numbers using certain patterns. For example, entering "GLAD" could return "4523" if available.
    • [E] Available Phone Numbers – List of phone numbers available based on search criteria
      • Capabilities – Icons here represent other capabilities the phone number has: Voice, SMS, and/or MMS.
    • [F] View other numbers – Pagination appears if more numbers are available.
  8. Click Search to narrow your search further by capability, city, or area code.
    • You will be presented with up to 30 SMS phone numbers. If you reach the end of the paginated results, click Search again to load more numbers but keep in mind that some numbers may not reappear on the new list.
  9. To select a phone number to purchase from the list, click Select Number.
  10. Step 3, you'll be asked to review your request to purchase a new phone number, including details like the city, type, and capabilities. Click Buy Number to confirm your purchase.
    • You'll be charged a monthly fee to keep this number in addition to other usage charges. See Voice Pricing for more billing information.
  11. Step 4, a confirmation modal will appear that the phone number has been successfully purchased. Click Next.
    • Closing the modal at this point by clicking X cancels the configuration process, but the phone number is yours. You can set up the configure the phone number at a later time. See Use an existing Gladly SMS phone number to learn how.
  12. Step 5, you're given the following options for the phone number you just purchased. The next steps depend on what you decide to do.
    • Yes, activate SMS – Activate SMS capabilities for the phone number to start receiving requests via text message.
    • No, don't activate SMS – Activate SMS later to use for text messaging but complete the purchase of the SMS number.

Yes, activate SMS

Choosing to activate SMS capabilities on step 5 for the phone number brings you to the configuration page, where you can link the Entry Point for the number through the Entry Points settings page.

  1. Selecting Yes, activate SMSon step 5 brings you to step 6, where you can link the SMS number as an Entry Point to an Inbox.
  2. Click Next.
  3. Step 7, the SMS setup is complete, and the number is ready to be used for SMS support.
    • SMS phone numbers you own are listed on the SMS page.
    • Visit the Entry Points page if you need to route SMSs to a different Inbox.
  4. Click Done.

No, don't activate SMS

Choosing not to activate SMS capabilities on step 5 for the phone number completes the SMS phone number purchase. The number remains unusable until the SMS number is configured on the Entry Points settings page.

  1. Step 6, while the number is purchased at this point, it's not ready to be used for SMS, but it can be configured at a later time. See Use an existing Gladly SMS phone number.
  2. Click Done.

+ Use an existing Gladly SMS number

Use an existing Gladly SMS number

Configure SMS phone numbers (e.g., link the SMS number to an Inbox) that you have purchased but did not complete setting up. SMS numbers where you selected No, don't activate SMS during the purchase process appear here.

  1. Click the menu icon on the top left corner of the screen.
  2. Click Settings.
  3. Under the Channels category, click SMS.
  4. The SMS page shows you a list of phone numbers currently in Gladly. These are phones numbers already available or used as an Entry Point.
    • The Inbox column shows which Inbox SMS messages are routed to based on the phone number's Entry Point setting.
  5. Click Set Up SMS.
  6. Step 1, from the prompt, click Use an existing Gladly phone number, then click Next.
  7. Step 2, you're shown SMS phone numbers that you have purchased but have not configured. Find the number you want to configure and click Select number next to it.
  8. Step 3 allows you to link the SMS number as an Entry Point to an Inbox on the Entry Points page.
    1. Click the Go to Entry Points link on step 3 to access the Entry Points page.
    2. See Add and Configure SMS Entry Points to learn how to link the SMS number to an Inbox.
  9. Click Next.
  10. Step 4 confirms that the SMS phone number is ready for use.
  11. Click Done. The SMS number is now available on the SMS page.

+ Port or forward an SMS phone number from another provider

Port or forward an SMS phone number from another provider

SMS phone numbers you already own and not purchased through Gladly require additional configuration. To start, please submit a port request. Once ported, the number will be available on the SMS page, ready to be configured to use for SMS services.


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