2-way SMS for business: how to send and receive SMS online

• What is two-way SMS?
• Benefits of 2-way text messaging for businesses
• Common use cases for business text messaging
• Why use a virtual phone number for two-way SMS?
• How to get started with two-way SMS
• Where 2-way SMS is available
• How to send and receive SMS online
• Conclusion
• FAQs

For many customers, SMS communication is a more convenient way to interact with a business than calling. It is simple, does not require interrupting the day, and all communication can be easily accessed in SMS history.

Businesses that offer this option tend to attract more new customers and retain existing ones who prefer this form of communication. SMS also allows teams to respond faster and communicate more easily with customers. It does not require both sides to be online at the same time.

What is two-way SMS?

Two-way SMS is a messaging system that allows businesses and customers to send and receive text messages within the same SMS conversation.

With two-way SMS, customers can reply to messages, ask questions, confirm appointments, or request support. Businesses can respond from the same number or messaging platform. With one-way SMS, businesses can only send alerts or notifications, without the possibility for customers to reply.

Two-way SMS turns text messaging into a communication channel similar to chat, but using standard SMS on mobile phones.

Benefits of 2-way text messaging for businesses

A single communication channel is rarely enough. Customers have different preferences, and SMS remains a popular choice. By offering two-way text messaging, companies show they value convenience and customer satisfaction.

More communication options can attract customers who dislike calling or who, for various reasons, can only reach you outside business hours. SMS is also often more convenient for support teams. Agents can manage multiple conversations at the same time, reply at a suitable moment, and avoid the pressure of a live call.

SMS conversations can be conveniently stored in Zadarma's built-in Teamsale CRM. This provides quick access to all messages, easy search for any particular exchange, and the ability to text directly from the CRM or from the Zadarma app on PC or smartphone.

Common use cases for business text messaging

Two-way SMS is a flexible tool that fits into many areas of business communication. Some of the most common use cases include:

• Customer support: customers can contact businesses with questions or issues and get a response without having to call or wait on hold.
• Appointment confirmations: businesses can send appointment reminders and allow customers to confirm, reschedule, or cancel via text.
• Sales inquiries: potential customers can ask about products or services via SMS, making it easier to start a conversation and convert them into new customers.
• Order updates: customers can stay informed about their order status, delivery times, or any changes.
• Lead generation: businesses can use SMS to follow up with leads while their interest is still fresh.
• Internal team communication: teams can use SMS to coordinate, share updates, or send quick notifications.

Why use a virtual phone number for two-way SMS?

With a virtual phone number, you gain complete freedom to use it from any location. Some of the other advantages are:

• Use one number on multiple devices and locations: the same number can be shared on different devices. Teams in different locations can communicate with customers from a single phone number.
• Centralized text messaging: all messages can be sent, received, and stored in one place, accessible from any internet-connected smartphone, PC, or tablet.
• No risk of losing access: if a device is stolen, broken, or lost, or if the employee managing communications leaves, you can simply access the number from another device and restrict access on any other device when needed.
• Separate personal and business communications: virtual numbers work via an app, so you do not have to purchase a new SIM card or smartphone. This can help companies reduce costs.
• Reach different markets: multiple phone numbers from different countries can be managed within a single app. This gives your team the flexibility to connect with customers in different regions.
• Shared inbox: messages can also be forwarded to email, Telegram, Slack, or Facebook Messenger. However, it is not possible to reply from these platforms.

How to get started with two-way SMS

At Zadarma, you can start using two-way SMS messaging in just a few steps:

1. Register and fill out your profile if you do not have a Zadarma account yet.
2. Top up your account to cover 3 months of the monthly fee, as this prepayment is required to activate the two-way SMS feature.
3. Provide all the required information and documents if needed. The requirements may vary depending on the country or number type. Then wait for the activation email.
4. Once the number is active, you can start sending and receiving messages and training your team to use it.

Where 2-way SMS is available

Two-way SMS can be activated for mobile numbers in the countries below. It is also available in the United States and Canada, subject to the additional registration requirements explained underneath the table.

* For the United States and Canada, the number type shown is the one Zadarma uses. US and Canadian carriers also allow other number types for business messaging, such as local 10DLC numbers and short codes; this reflects Zadarma's setup.

You can port your existing mobile number in the 13 countries listed above. You can also port US toll-free numbers and Canadian landline phone numbers to use them for two-way SMS.

United States: To send SMS to US recipients, you first register a Sender ID and an SMS campaign. At Zadarma, the Sender ID used for the US is a toll-free number, which supports both sending and receiving messages. US carriers also allow other number types for business messaging, such as local 10DLC numbers and short codes. At Zadarma, the toll-free option is used.

Approved message templates are mandatory. You can use a predefined template or create your own, as no SMS can be sent without an approved template. Your website must also give recipients a clear way to opt in and opt out. Registration is handled by the carriers, so timing varies. At Zadarma, it usually takes up to around 15 business days.

Canada: The process is similar to the US: register a Sender ID and campaign, use approved templates, and provide opt-in and opt-out on your website. At Zadarma, the Sender ID for Canada is a Canadian landline number available for purchase. Canada also has its own rules — commercial texting is regulated by Canada's Anti-Spam Legislation (CASL), enforced by the CRTC — so some requirements differ from the US.

How to send and receive SMS online

At Zadarma, there are various ways to send and receive text messages online:

• via the built-in Teamsale CRM;
• via the Zadarma app for Android, iOS, Windows, and macOS;
• in your Zadarma account, under Services - SMS;
• via integrations with HubSpot, Make.com, and Zapier;
• using the API.

Conclusion

Two-way SMS is a simple and effective way to make your business more accessible for existing and new customers. With Zadarma, you can get started in just a few steps and manage all your conversations from one platform.

Register today and activate two-way SMS for your business.