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Hi there,

 

We’re currently using another provider, but we’re interested in moving over to Intercom. We like the UI difference, and the ease of usage throughout the app. However, I noticed when I text the number I call, it doesn’t send a text message to the “ticket”. Would I be able to get the calling number, work with the SMS texting number? Otherwise, it seems a bit impractical to communicate with clients, where they don’t know which is our actual company number. For example, should my website have the two numbers listed? That comes off a bit misleading. What’s a good work around?

​@Manuel  It’s Mat from the Support Engineering Team 😀

It is not currently possible to use the same phone number for both SMS and phone calls in Intercom. The phone numbers used for SMS are separate, and if you attempt to use the same number for both services, the option to make a phone call will be unavailable and grayed out. Additionally, when a user calls your SMS number, they would hear an automated voice message informing them that it's an SMS-only phone number. For sending and receiving SMS messages in the United States through Intercom, they currently use a Toll-Free Number. Regular local phone numbers are not supported for 2-way SMS in the US. There is no alternative workaround to use a regular phone number for SMS within Intercom. If you’ve activated and set up multiple phone numbers on your workspace, you can select which number you’d like to make the call from. However, the phone numbers you use for SMS are separate from those used for Intercom Phone.

 

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