Before you can send SMS
SMS requires two things, in this order:
Business verification completed (Settings, Trust Center)
SMS registration approved for your specific phone number
Business verification must be approved first. SMS registration depends on it.
Toll-free or local?
Toll-free numbers take 5 to 7 business days to register. This is the recommended path and the reason Consio defaults to toll-free.
Local numbers take 1 to 2 weeks, because they go through 10DLC registration, the carrier programme for SMS on local numbers.
1) Register your number in the Trust Center
Go to Trust Center in Consio.
Choose Register for SMS.
Select your toll-free number to verify.
Volume and use case: pick your estimated monthly volume and Customer Care as the use case. The default description works well for most brands.
Consent options: Customers can consent in several ways. Because Consio is a phone platform, verbal consent is common. Example you can use on a call:
“Is it okay if I text you a checkout link with 10% off applied?”
Submit an Opt-in URL: Carriers require a written description of how you collect consent. You can use our template by pasting:
2) Submit the verification
Click Submit to start verification. This typically takes 5–7 business days. Once approved, your workspace can send and receive SMS using the verified toll-free number.
What your opt-in policy must include
The URL you submit has to be publicly accessible, not behind a login, and it needs to cover:
How customers consent to receive SMS
What types of messages they will receive
How to opt out (text STOP)
Your brand name and contact information
An estimate of message frequency
While you wait for approval
Your Consio contact will disable the SMS toggle on your AI agent during this period, so the agent does not promise to send a text that cannot go through yet. Once your registration is approved, they turn it back on.
After approval
Once your number is approved:
SMS sending and receiving is enabled on that number
Your AI agent can send checkout links, tracking information, and return labels during calls
Campaign voicemail drops can include SMS follow-ups
SMS attribution begins, using a 7-day window that requires a customer reply
Registration is per number
Each number needs its own SMS registration. If you add numbers later, your Consio contact can submit registrations for them.
Troubleshooting
The AI agent says it will send a text but nothing arrives. SMS is not yet approved on that number. Check Trust Center for status. Your Consio contact may need to disable the agent’s SMS toggle until approval comes through.
Registration was rejected. This is usually the policy URL. Make sure it is publicly accessible and includes the consent method, opt-out instructions, brand name, and message types.
Registration is taking longer than 7 days. Contact your Consio onboarding manager. They can check status with the carrier and escalate.
3) Manage SMS conversations
All SMS threads appear in the Inbox alongside calls.
You can reply, add internal notes, and assign owners just like any other conversation.
Consent rules when replying
If replying to someone who contacted you first:
United States (TCPA/CTIA):
For informational messages, consent is generally satisfied when the consumer voluntarily provided their number in context (for example, they called you) and your message is related to that interaction.
Do not include marketing or promotional language unless you have express written consent.
Always support STOP to unsubscribe and HELP for assistance. Keep records.
Canada (CASL):
A caller inquiry gives you implied consent for up to 6 months to send service-only texts related to that inquiry.
Identify your business clearly and include an easy unsubscribe (for example, “Reply STOP to opt out”).
Marketing requires express consent.
This is general guidance, not legal advice. Consult your counsel if you have questions about your specific program.
Sample template for following up on a non-connected call
Without opt-in consent, this message cannot contain promotional messaging. The CTA is to drive a reply or call back.
“Hi {{first_name}}, this is {{agent_name}} from {{brand}}.
I just gave you a quick call incase you had any questions about {{product_in_cart}}, {{brand}} or you order. I can also see if we have a special discount I can offer you.
Call or text me back anytime if I can help! P.S - This is not a bot, but reply STOP and I’ll opt you out
Suggested first reply templates
Service-only reply to inbound text (US or CA):
“Hi {{first_name}}, this is {{agent_name}} from {{brand}}. Following up on your call about {{topic}}. Here’s the info: {{short_answer or link}}. Reply STOP to opt out.”
Verbal-consent follow up after a call (US):
“Hi {{first_name}}, it’s {{agent_name}} from {{brand}}. Per our call, here’s your checkout link with 10% applied: {{link}}. Reply STOP to opt out.”
Required compliance elements to include in your program
Opt-out handling: recognize STOP, UNSUBSCRIBE, CANCEL, QUIT, and END.
Help handling: respond to HELP with your brand name and support contact.
Identification: state your brand name in the first message of a thread.
Content discipline: keep replies service-only unless you have marketing consent.
Before you submit (checklist)
📋 Opt-in policy URL added and accessible
📋 Legal name, website, CNAM consistent
📋 STOP / START / HELP keywords tested
📋 Proof-of-consent storage defined
📋 Quiet hours configured
📋 Templates reviewed by legal for marketing vs service-only\
Looking for the full product update?
Check out our announcement: Send and receive SMS in Consio.