Shared SMS Numbers
Use a single SMS number assigned to multiple users. Ideal for support teams, sales teams, and shared inboxes.
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Shared SMS Numbers
A shared SMS number is a single phone number assigned to multiple users. All assigned users see incoming messages and can send replies from that number. This is ideal for support teams, sales teams, and shared inboxes where multiple people need to handle the same SMS conversations.
How It Works
- One SMS number is assigned to multiple users (or a group)
- Incoming messages appear in every assigned user's inbox
- Any assigned user can reply; replies are sent from the shared number
- Conversations are visible to all team members so anyone can pick up the thread
Benefits
| Scenario | Benefit |
|---|---|
| Support team | Customer inquiries go to one number; any agent can respond |
| Sales team | Leads can reach the team; multiple reps can follow up |
| Department inbox | General inquiries (e.g., "info@company") handled by whoever is available |
| After-hours coverage | Rotating team members all see the same messages |
Admin Configuration
Shared numbers are configured by your administrator in the SMS Numbers management panel:
- Admin navigates to the SMS Numbers (or Telephony) configuration
- Selects or provisions an SMS number
- Assigns multiple users to that number
- All assigned users then see the number in their SMS module and receive its messages
If you need a number to be shared with additional users, contact your CrystalQore administrator. You cannot change number assignments yourself.
Using a Shared Number
Once assigned:
- Inbox — You'll see conversations for the shared number alongside your personal SMS conversations (if you have a dedicated number)
- Compose — When sending, you can select the shared number as the "From" number
- Collaboration — Colleagues assigned to the same number see the same threads; coordinate to avoid duplicate replies
- Status — Delivery status and message history are visible to all assigned users
Best Practices
- Coordinate replies — Avoid multiple people replying to the same message; use internal chat or a handoff process
- Use templates — For common responses (e.g., support answers), use templates so replies are consistent
- Check before replying — Glance at the thread to see if a teammate has already responded
- Identify yourself — When appropriate, sign messages with your name so customers know who they're talking to