--- title: "Purchase and Configure SMS Phone Numbers" slug: "purchase-and-configure-sms-phone-numbers" updated: 2025-10-02T21:52:36Z published: 2025-10-02T21:52:36Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # Purchase and Configure SMS Phone Numbers | **REQUIRED USER ROLE** Administrator | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) | | --- | --- | Purchase and configure SMS numbers directly in Gladly. Once purchased, you can activate the SMS capability for the number purchased or hold on to it until you're ready to activate it. Some SMS phone numbers can also be used for Voice. ## Before you start Review the following before purchasing an SMS number through Gladly. - SMS numbers purchased through Gladly are billed to your company as part of your [telephony invoice](https://help.gladly.com/implementation/docs/invoice-and-billing-overview#telephony-platform-invoices). - New SMS numbers use the SMS Channel's [default Inbox](https://help.gladly.com/docs/entry-points-settings-overview/#h-channel-default-inbox) on the Entry Points settings page unless exceptions are created. - Phone numbers you already own can be [ported](https://help.gladly.com/docs/call-forwarding-vs-porting/#porting-your-numbers) to Gladly with the help of Gladly Support. - Short codes or international numbers can be purchased with the help of Gladly Support. - 10DLC and Toll-Free numbers purchased in Gladly and used for SMS messaging must be [verified](https://www.surveymonkey.com/r/Twilio-Toll-Free-Registration) (Toll-Free number) or [registered](https://www.surveymonkey.com/r/Twilio_Registration) (A2P 10DLC). This is not required if the numbers are only used for Voice. > [!CAUTION] > **We recommend not adding an Entry Point(s) until you're ready to receive incoming requests** > > Upon adding a new [Entry Point](https://help.gladly.com/docs/what-are-channels-and-entry-points/#what-entry-points-are), 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 default 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 (Chat) –** Upon configuring Chat, 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 default Inbox. > - **Social Channels –** Upon adding a social Channel Entry Point (e.g., , Instagram, or WhatsApp), messages automatically route to the social Channel's default Inbox. > - **Email –**Once an email address is added, it's ready to receive inbound emails in the email Channels' default Inbox as long as email forwarding is activated. > > Use [Exceptions](https://help.gladly.com/docs/entry-points-settings-overview/#h-entry-point-exceptions) to link an Entry Point to a different Inbox if you don't want to use the Channel's default Inbox > [!NOTE] > Ensure SMS Compliance > > There are a number of rules and regulations that govern SMS compliance, inclusive of updates you make on your website. To help you become and remain compliant: > > - Complete the [SMS Compliance Fundamentals](https://academy.gladly.com/courses/sms-compliance-fundamentals/) course to understand why compliance is important and how to obtain consent for SMS communications. > - Review the [SMS Compliance](http://docs/sms-compliance-requirements) guidelines to avoid non-compliance pitfalls. ## Select an option ****Purchase a new SMS phone number** Use this flow to purchase and set up a new 10DLC or Toll-Free number in Gladly and register (10DLC) or verify (TFN) phone numbers with carriers.** ### Purchase a new SMS phone number 1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) 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*. ![Configuration screen for purchasing SMS numbers with highlighted options and search functionality.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/step-search-new-sms-numbers.webp) - **[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 the phone number's other capabilities: 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 remember 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](https://help.gladly.com/docs/voice-and-sms-phone-number-costs) for more billing information. 11. Step 4, a confirmation modal will appear that the phone number has been successfully purchased. Click **Next**. ![Confirmation message for purchased phone number added to Gladly service.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/Step_confirm_sms-purchase.webp) - Closing the modal at this point by clicking **X** cancels the configuration process, but the phone number is yours. You can set up the phone number at a later time. See [Use an existing Gladly SMS phone number](https://help.gladly.com/docs/purchase-and-configure-sms-phone-numbers/#use-an-existing-gladly-sms-number) to learn how. 12. Step 5 presents the **A2P 10DLC Registration** or **Toll-Free Number Verification** process, depending on the type of number (Local or Toll-Free) being purchased. This is not required if the numbers will only be used for Voice. - **A2P 10DLC Registration –** 10DLC numbers for SMS/MMS messaging must be registered first. Fill out the [registration form](https://www.surveymonkey.com/r/Twilio_A2P_10DLC_Registration) and wait until Gladly notifies you when the registration is complete before setting up the number and using it to communicate with Customers. - **Toll-Free Number Verification –**Toll-Free numbers used for SMS/MMS must be [verified](https://www.surveymonkey.com/r/Twilio-Toll-Free-Registration), or the number of messages will be extremely limited and will have a higher chance of getting marked as spam by carriers. Fill out the verification form and wait until Gladly notifies you when the verification is complete before setting up the number and using it to communicate with Customers. 13. After completing the **A2P 10DLC**or **Toll-Free Number Verification** form, close the modal (step 5) by clicking **X** and wait until you hear from Gladly. - **Note –** Refrain from continuing the setup until you get approval from Gladly Support. See [Use an existing Gladly SMS phone number](https://help.gladly.com/docs/purchase-and-configure-sms-phone-numbers/#use-an-existing-gladly-sms-number) to learn how to finalize setting up the number in Gladly. 14. In unlikely circumstances where the number doesn't require verification or is already verified, click **Next**. 15. Step 6 gives you the following options for the phone number you purchased. Depending on your decision, the next steps will follow. ### Yes, activate SMS ![Configuration screen for SMS activation options with selection choices displayed clearly.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/step-ont_configure_sms.webp) Activating SMS capabilities for the phone number in step 6 brings you to the configuration page, where you can link the Entry Point for the number through the [Entry Points settings](https://help.gladly.com/docs/configure-sms-entry-points) page. 1. Selecting **Yes, activate SMS** on step 6, which brings you to step 7, where you can choose to change the Inbox inbound SMS route. But if the default Inbox is correct, no action is required in this step. - See [Add and Configure SMS Entry Points](https://help.gladly.com/docs/configure-sms-entry-points) to learn how to link the Entry Point (phone number) to an Inbox. 2. Click **Next**. 3. Step 8, the SMS setup is complete, and the number is ready for SMS support. - You can begin advertising or using this number to support Customers. - SMS phone numbers you own are listed on the SMS page. - Visit the [Entry Points](https://help.gladly.com/docs/configure-sms-entry-points) page if you need to route SMSes to a different Inbox. 4. Click **Done**. ### No, don't activate SMS ![Configuration screen for SMS activation with options for enabling or disabling SMS capabilities.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/step_dont_configure-sms.webp) Choosing not to activate SMS capabilities on step 6 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. In step 6, while the number is purchased at this point, it's not ready for SMS, but it can be configured later. See [Use an existing Gladly SMS phone number](https://help.gladly.com/docs/purchase-and-configure-sms-phone-numbers/#use-an-existing-gladly-sms-number). - Note that 10DLC and Toll-Free numbers purchased in Gladly and used for SMS messaging must be [verified](https://www.surveymonkey.com/r/Twilio-Toll-Free-Registration) (Toll-Free number) or [registered](https://www.surveymonkey.com/r/Twilio_Registration) (A2P 10DLC) before use. This is not required if the numbers will only be used for Voice. 2. Click **Done**. ****Use an existing Gladly SMS number** Use this flow to finalize setting up a phone number in Gladly once a number is verified (TFN) or registered (10DLC) and before it's used to communicate with Customers.** ### 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 ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) 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 **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 displays the default Inbox where all SMSes go. Go to [Entry Points page](https://help.gladly.com/docs/configure-sms-entry-points/) to create an exception if you want inbound SMSes from the number to go to a different Inbox. Click the **Go to Entry Points** link on step 3 to access the Entry Points page. - See [Add and Configure SMS Entry Points](https://help.gladly.com/docs/configure-sms-entry-points/#configure-and-edit-sms-entry-points) to learn how to link the SMS number to an Inbox. 9. Click **Next**. 10. Step 4, depending on the type of number (Local or Toll-Free) being configured, presents the A2P 10DLC Registration or Toll-Free Number Verification process. Click **Next** if you've received either the registration or verification approval from Gladly. If not, you must first complete the registration/verification process. - **A2P 10DLC Registration –** 10DLC numbers to be used for SMS/MMS messaging must be registered first. Fill out the [registration form](https://www.surveymonkey.com/r/Twilio_A2P_10DLC_Registration)and wait until Gladly notifies you when the registration is complete before setting up the number and using it to communicate with Customers. - **Toll-Free Number Verification –**Toll-Free numbers used for SMS/MMS must be [verified](https://www.surveymonkey.com/r/Twilio-Toll-Free-Registration), or the number of messages will be extremely limited and will have a higher chance of getting marked as spam by carriers. Fill out the [verification form](https://www.surveymonkey.com/r/Twilio-Toll-Free-Registration) and wait until Gladly notifies you when the verification is complete before setting up the number and using it to communicate with Customers. 11. Step 5 confirms that the SMS phone number is ready for use. 12. Click **Done**. The Toll-Free number or 10DLC number is now ready to communicate with Customers. ****Port or forward an SMS phone number from another provider** Use this flow to initiate porting an existing phone number to Gladly.** ### Port or forward an SMS phone number from another provider SMS phone numbers you own and not purchased through Gladly require additional configuration. To start, please [submit a port request](https://help.gladly.com/docs/call-forwarding-vs-porting/#porting-your-numbers). Once ported, the number will be available on the SMS page, ready to be configured for SMS services. ****Purchase Short Code** Use this flow to undershow how to purchase short codes** ### Purchase short code See [SMS Number Types](/docs/types-of-sms-numbers) to understand the difference between toll-free numbers and short codes for SMS and how to choose, including costs. Short codes or international numbers can be purchased by contacting Gladly Support. Users assigned the **Team Manager** or **Administrator** roles can contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team). Log into Gladly as one of these roles, click![hamburger-menu-icon(1)](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg)on the top-left corner, then click **Contact Gladly Support**. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime. - Please select the correct business impact (P1 to P4). - Most requests should be sent as a P4.