---
title: "Why is there no SMS option to send a text message?"
slug: "why-is-there-no-sms-option-to-send-a-text-message"
description: "To send an SMS to a Customer, you must have the phone number in their Profile tagged as SMS and Mobile. Learn more in Gladly Help Docs."
updated: 2025-02-05T21:29:35Z
published: 2025-02-05T21:29:35Z
canonical: "help.gladly.com/why-is-there-no-sms-option-to-send-a-text-message"
---

> ## 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.

# Why is there no SMS option to send a text message?

When a Customer SMS in for the first time, their phone number is also automatically changed to **Mobile** type and **SMS** tag.

If they [opt-out](/docs/opt-out-of-sms-messages) of receiving SMSes, the **SMS** tag is removed, and you cannot send an SMS to the Customer, and the SMS option also becomes unavailable in the **Plus Menu** menu. A Customer who has opted out can still send an SMS that will route to an Inbox, but you won't be able to reply. Customers will need to [resubscribe](https://help.gladly.com/docs/opt-in-to-receive-sms) to receive SMS communications again.

- **If the Customer unsubscribed –** Look for [opt-out words](/docs/opt-out-of-sms-messages) in their Conversation Timeline. Even if you manually add the SMS tag, 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 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. Refrain from doing this unless the Customer has provided explicit, recorded permission to receive SMS from you. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/edit-sms.gif?sv=2026-02-06&spr=https&st=2026-11-08T02%3A34%3A19Z&se=2026-11-08T03%3A34%3A19Z&sr=c&sp=r&sig=MWaVYUBRJ9%2F5E8Ty5PIkztRE3a%2F9MP1OmADxaQuk06g%3D)