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Released

Same Number for Phone and SMS

Related products:Phone
  • October 8, 2024
  • 8 replies
  • 219 views
J
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  • We are trialing Intercom Phone and SMS products
  • Both products require you set up a separate number
  • This is a bad experience for our customers:
    • If you want to speak to us, use number XXX
    • If you want to text us, use number YYY
  • Twilio (your provider) supports Voice and SMS on the same number
  • Request Intercom supports the same number for Voice and SMS so we can communicate a single phone number to our clients
  • In the short term, we would accept Voice/SMS forwarding from each service number to the other. Or an auto-response if contact made through the wrong channel. For example: If user sends SMS to Voice line, receive an auto-response.

    8 replies

    Jennifer K
    Intercom Team
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    • Jennifer KIntercom Team
    • Intercom Team
    • October 15, 2024

    Hi @Jack Etherington 

    Jennifer here from Intercom


    Thanks for this suggestion! I’ll pass it on to our Product Team on your behalf 💪

    Whenever we do release new features, we announce them on the Product Changes page, so I would recommend keeping an eye there. 

    Jennifer | Technical Support Specialist
    Jennifer K
    Intercom Team
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    • Jennifer KIntercom Team
    • Intercom Team
    • October 15, 2024
    New→Discussion ongoing
    Jennifer | Technical Support Specialist
    Alex M.
    • Alex M.
    • New Participant
    • February 18, 2025

    I can second this one! Needs action!

      Paul D
      Intercom Team
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      • Paul DIntercom Team
      • Intercom Team
      • April 9, 2025

      Hey ​@Jack Etherington ​@Alex M. - The consolidation of Phone and SMS is now possible (provided certain conditions). Please contact our support team for more information!

      Paul | Technical Support Engineer
        Paul D
        Intercom Team
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        • Paul DIntercom Team
        • Intercom Team
        • April 9, 2025
        Submitted→Released
        Paul | Technical Support Engineer
        J
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        Hi ​@Paul D thanks for the heads up. I spoke with your support team last week and they said SMS can still only be enabled for a single toll-free number per country, whereas Voice can have multiple numbers.

         

        This release solves the problem for one Voice number per country, but not for other voice numbers in the same country. For example, if someone receives a missed call from one of our state voice numbers, and sends a text response, that response goes into a black hole. A blanket auto-response “This number does not accept SMS” would solve that problem in a crude way. Easier to implement but not the best UX.

         

        We will be porting our main toll-free SMS number to our toll free voice line though!

          D
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          • Dallan Koyle
          • Active User
          • March 7, 2026

          ​@Paul D ​@Jennifer K 

          Any updates on this request?  We would really love to see this.

          CC: ​@Jack Etherington 

          D
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          • Dallan Koyle
          • Active User
          • March 7, 2026

          Also, can you please change the status of this ticket from released to something else. This has not been released. 

          J
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          There was an internal pilot I was invited to which enabled Intercom Customers to use the same phone number for SMS and Phone, but it only supported a single phone number. We use different phone numbers across US States. It also required us to use a new phone number for both SMS and Voice, which would have caused too much disruption to our business without continuity/forwarding of old numbers.

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