Overview
US 8x8 Work customers using either X2 licenses or Unlimited or Global extensions are able to communicate via SMS (or texting) over any 8x8 Work platform: 8x8 Work for Mobile, 8x8 Work for Desktop or 8x8 Work for Web. In addition to the FAQ below, you may also find these additional resources helpful:
- SMS and Messaging in 8x8 Work for Mobile: Android | iOS
- SMS and Messaging in 8x8 Work for Desktop
IMPORTANT:
If your business is not registered with The Campaign Registry, your 8x8 SMS/MMS messages will be blocked at the U.S. wireless service carrier level.
See SMS Campaign Registration and Impact for more information, and for linked articles containing instructions to register your SMS campaign using 8x8 Admin Console.
FAQ
What devices are supported?
On iOS and Android, you can use 8x8 Work for Mobile.
You can also send and receive SMS messages on Mac and Windows computers using 8x8 Work for Desktop.
What types of 8x8 accounts are supported?
Currently, SMS is supported on:
- X Series (Users with X2 licenses and above)
- Legacy 8x8 Work Unlimited Global Extensions with US phone numbers
Basic, Metered, Dormant, Virtual Extensions, Auto Attendants, Ring Groups, and Call Queues are not capable of SMS.
What types of 8x8 numbers are not supported?
Currently Virtual Numbers (non-user-assigned) and Toll Free numbers cannot be used for SMS.
Is SMS supported for temporary phone numbers during a port-in process?
When a temporary number is assigned to a user license (X2 and above) as part of a phone number port-in process, the SMS feature is not provisioned for that user until the port-in process has completed. For more information, see SMS Feature Unavailable in 8x8 Admin Console for a Temporary Phone Number .
Is SMS supported on Canadian or other non-US international 8x8 phone numbers?
Sending SMS messages using 8x8 Work is supported only for North American (NANP) 8x8 Work phone numbers, specifically U.S. and Canadian numbers.
Receiving SMS messages using 8x8 Work is supported for all 8x8 Work phone numbers.
Can I exchange SMS messages with international contacts?
In 8x8 Work, you can receive SMS messages from any global phone number.
However, using 8x8 Work you can only send messages to numbers in the United States and Canada.
Can I send or receive SMS pictures or group texts (MMS)?
The latest versions of the 8x8 Work applications for Desktop, Mobile (Android | iOS), and Web support the exchange of files such as images via SMS with both 8x8 and non-8x8 numbers (per the international restrictions above).
Currently, we do not offer group SMS.
Can I message co-workers (on the same 8x8 PBX)?
Clicking on the message bubble to send messages to a co-worker in your 8x8 Company Directory will only send instant messages (IM), not SMS messages.
What is the difference between IM and SMS in 8x8 Work?
8x8 IM (instant messaging) service is used to communicate between 8x8 extensions in a commonly shared 8x8 PBX. All such messages remain within 8x8's service, and do not reach any SMS service or mobile phone service carrier.
8x8 SMS (short messaging service) is a standards-based platform to send messages (up to 160 characters) to mobile devices that are not associated with an 8x8 PBX.
How can I disable SMS?
In Admin Console, SMS can be disabled only by your 8x8 Admin Console administrator(s). See Disabling IM and SMS Messaging in 8x8 Admin Console.
NOTE:
As of February 15, 2023, administrators can disable user SMS using other methods:
- If you have registered an SMS Campaign, you can click on the SMS app icon in Home > Phone System, scroll down to the Your SMS enabled phone numbers section, click the trash can icon of an individual user, and then confirm to disable SMS for the user and remove them from your SMS Campaign.
- Or you can edit individual user profiles by clicking the pencil icon of a user in the Home > Users section, then scroll down to SMS enabled numbers. From there, click the slider switch displaying SMS Enabled to set it to SMS Disabled (at most, there can be only one enabled number). Click Save to complete the operation.
Which cell phone carriers support 8x8 SMS?
Virtually all cell phone carriers will work with 8x8 SMS.
Where can I see SMS messages sent to my 8x8 number?
In any 8x8 Work application.
If I'm logged into 8x8 Work for Desktop on my PC/Mac and 8x8 Work for Mobile on my mobile device simultaneously, will I receive messages on both?
Yes, you will receive incoming IM and SMS messages on both your computer and mobile device if you are logged into 8x8 Work on both when the message is received.
You can see messages sent from one device on any other device running an 8x8 Work application you are logged into, as well as continue an IM/SMS conversation. To view IMs or SMS messages, click the Messages icon in the navigation bar of 8x8 Work for Mobile or 8x8 Work for Desktop.
What happens to messages I receive when I'm offline or away?
If you're not logged in to 8x8 Work on your mobile device or computer and someone sends you a message, the first device you log into will receive a notification of the missed message. The other device will not receive a notification of the missed message. If you're logged in to 8x8 Work for Desktop on only your PC/Mac and receive a message when you're away from your desk, after logging into your mobile device, you will not receive the "missed" message. This is because the notification was sent to 8x8 Work for Desktop on your PC/Mac. You can view and continue the missed conversation in 8x8 Work for Desktop.
Can I click URLs in SMS messages to open a web browser or add/view calendar entries?
Yes, clicking links in any messages received in either 8x8 Work for Desktop or 8x8 Work for Mobile will open the web page in your device's default browser.
Can I click to call phone numbers in SMS messages?
Yes. Please note that, by default, clicking a phone number from an SMS message in 8x8 Work for Mobile will launch the call with your cell phone's number and carrier minutes, not your 8x8 number and minutes.
How long are SMS messages preserved in my History?
SMS messages are available in your contact History in all 8x8 Work applications indefinitely.
Can outbound SMS display the main company number?
No, changing Caller ID does not affect SMS. The number shown will always be the provisioned one.