---
title: "Tag a Phone Number as SMS"
slug: "tag-a-phone-number-as-sms-1"
description: "Customers must have a phone number tagged as SMS and Mobile in their Customer Profile in order to send and receive SMSes. Learn more."
updated: 2025-02-05T21:14:21Z
published: 2025-02-05T21:14:21Z
---

> ## 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.

# Tag a Phone Number as SMS

When a Customer SMSes for the first time, this action can be taken as explicit permission to receive replies through SMS. Gladly marks their phone number as **Mobile** (type) and adds the **SMS** tag to allow for SMS communications.

If a Customer [opts-out](/docs/opt-out-of-sms-messages) of receiving SMSes, the **SMS** tag is removed and you will not be able to send an SMS to the Customer. The SMS option also becomes unavailable in the ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/gladly-plus-icon-green(1).svg) menu.

![Contact information including address, email, mobile number, and SMS option highlighted.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/smstype.webp)

- **If the Customer unsubscribed –** Look out for [opt-out words](/docs/opt-out-of-sms-messages) in their Conversation Timeline. Even if you add the SMS tag manually, you won't be able to SMS the Customer. The Customer must [resubscribe](https://help.gladly.com/docs/opt-in-to-receive-sms) to the same SMS thread/number, automatically selecting the SMS tag, allowing for SMS communications.
- **SMS tag is not checked –**If the Customer did not unsubscribe from receiving SMS communications and they have a mobile number, to [send an SMS](https://help.gladly.com/docs/send-and-receive-sms-messages)to a Customer, you must have the phone number in their Profile [tagged](https://help.gladly.com/docs/tag-a-phone-number-as-sms) as **Mobile** (type) and **SMS**(tag). Only then will you see the SMS option in the Customer's Profile in the ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/gladly-plus-icon-green(1).svg) menu

## Tag phone number as SMS

1. In the Customer Profile, look for the Contact Card on the left side of the screen.
2. Below the phone number field, click **Mobile** as the phone number type.
3. To the right of the phone number, click **SMS** so it's highlighted. You can also click **Main** if it's the main phone number used by the Customer. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/edit_sms.gif)