Text messages (SMS): Concierge docs

Customers would rather text than call or email. With the SMS channel, they text your number and a Concierge agent replies in seconds, looks up their order and makes the change they ask for, within your rules. Every text lands in your team inbox next to the customer's calls and emails.

There are two ways to connect SMS, both from Concierge > Deploy > Channels > SMS:

Chargezen SMS: a toll-free number managed by Chargezen, with verification filed for you.
Connect third-party: keep sending through Twilio, Telnyx or Klaviyo.

Set up Chargezen SMS

Start setup

Click Chargezen SMS, then Start setup.

Fill in the three steps

Business details, Verification contact and Choose number. These details become your toll-free verification request; the fields are explained in Toll-free verification.

Add the number

Click Add selected number. While it's being set up you'll see a Number order row marked Request submitted.

Wait for Verified

The number can text once its badge reads Verified.

Assign an agent

In Concierge > Deploy > Agents, configure the agent that should answer texts and tick the SMS channel under Channels and replies. You can set an SMS reply style and SMS maximum length there too. Click Save Agent.

Connect Twilio, Telnyx or Klaviyo

Open the connection

On the SMS card, click Connect third-party and choose your provider.

Copy the details into your provider

Copy the Incoming message URL and Verification token shown in Chargezen into your provider's settings for the number, so incoming texts reach Concierge.

Save

Click Save connection, then assign an agent as above.

Manage your numbers

Each number under SMS numbers shows its type (Toll-free, 10DLC or Short code), its verification status, and whether it's Active and Primary.

Edit: change the Number label, or tick Make this the primary SMS number.
Deactivate: stop using the number for texts without giving it up.
Release number: give the number up for good.
Add SMS number: add another number, and Bring your number to move one in.

The At a glance panel counts active numbers, the primary number and numbers that need attention.

One number for calls and texts

Add your SMS number to Chargezen Voice too, and customers can call the number they text. See Set up your number.

Opt-outs

Replies like STOP, CANCEL, QUIT, UNSUBSCRIBE, END and STOPALL opt a customer out, and Chargezen won't text an opted-out number. Your Opt-out message confirms it and tells them how to rejoin.

Troubleshooting and FAQ

Texts aren't sending

Check the number's badge. Texts from a toll-free number wait until it's Verified. If it says Verification needs attention, follow Fix a rejection.

Customers text but the agent doesn't reply

Make sure an active agent has the SMS channel ticked. If the SMS card says Needs agent, assign one. A channel can belong to one agent at a time; a channel taken by another agent shows "· Assigned".

The card says Upgrade required

Your plan doesn't include SMS. See pricing.

Can a teammate reply instead?

Yes. Reply from the team inbox or the Finn app. The agent pauses while a person is replying, and you can hand the conversation back.

Guides

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Text messages (SMS)