How to set up and use SMS as a channel in Talkdesk Express

Want to give your customers a fast, convenient way to reach you, without picking up the phone? SMS (text messaging) might be the easiest win you can unlock in Talkdesk Express.

Whether you’re just getting started or want to make sure you're using it effectively, this article will walk you through how to set up, as well as send and receive SMS messages.

Setting up SMS

Before your team can start texting with customers, SMS needs to be enabled and configured inside Talkdesk Express.

Step-by-Step Setup

Go to Admin > Channels
In your Talkdesk main navigation, go to the Admin app and select the Channels section.
Enable the SMS channel
Look for the SMS channel and toggle it ON.
Assign SMS-capable numbers
You’ll need to assign at least one phone number that supports SMS.
If you don’t already have one, go to Admin > Numbers, and make sure your number has SMS capabilities. (You can request a new one if needed.)
Set up routing (optional)
If you want SMS messages to go to specific teams or agents, configure routing settings under Admin > Routing.
By default, Express keeps things simple, incoming messages are routed to available agents in the appropriate ring group.
Save and test
Once everything is set up, try texting your number from a mobile device to make sure it arrives in the agent workspace.
That’s it — you're ready to start texting!

For more admin detail read the full setup guide for SMS channel, HERE.

Using SMS in your day-to-day

Once SMS is set up, agents can handle customer text messages right inside the Conversations app, the same workspace used for phone calls and other channels.

Here’s what the experience looks like.

Receiving an SMS

When a customer sends a message to your SMS-enabled number, it will show up as a new conversation in the Inbox tab list.
You’ll see the channel icon indicating it’s an SMS, along with the contact’s number or name (if known).
You might need to assign the SMS to you if you wish to handle it. Once assigned, the SMS move the the "Assigned to you" tab in the Conversations app. Before deciding to assign the SMS to you, you can preview the text message.

Replying to SMS

Click into the conversation thread.
Type your message in the text box at the bottom and hit Send. You can use the AI Rewriter and AI Translator to help you.
Your reply will be sent instantly via SMS to the customer’s destination number.

Starting an Outbound SMS

You can initiate a new SMS thread by clicking “New Conversation” and selecting SMS as the channel.
Enter the customer’s phone number and type your message.
If your business plans to send SMS or MMS messages in the United States or Puerto Rico using Talkdesk Express, A2P 10DLC registration is a must. This process ensures your messages get delivered reliably and compliantly - and helps you avoid carrier blocks that can disrupt communication with your customers.

Keeping Track of Threads

All SMS conversations are saved in the Interactions history tab, so you can always revisit past messages.
Conversations automatically close after a period of inactivity, but can be reopened anytime.

For more usage related detail read the agent guide to SMS in Talkdesk article, HERE.

Need help?

For a more detailed guidance on how to configure your network, please read the following articles:

If you're having trouble setting up SMS or something isn’t working as expected, reach out to us at e[email protected] and Include a brief description and screenshots if possible. This we’ll help us or escalate for you.