--- title: "Text messages (SMS): Concierge docs | Chargezen" description: "Let customers text your business and get answers from Concierge: add a Chargezen SMS number, or connect Twilio, Telnyx or Klaviyo, then assign an agent." url: "https://chargezen.com/docs/concierge/channels/sms" lang: "en" updated: "2026-10-18" --- Canonical URL: https://chargezen.com/docs/concierge/channels/sms # Text messages (SMS) Let customers text your business and get answers from Concierge: add a Chargezen SMS number, or connect Twilio, Telnyx or Klaviyo, then assign an agent. Last updated: 2026-10-18 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 1 #### Start setup Click **Chargezen SMS**, then **Start setup**. 2 #### 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](https://chargezen.com/docs/concierge/phone/toll-free-verification). 3 #### Add the number Click **Add selected number**. While it's being set up you'll see a **Number order** row marked **Request submitted**. 4 #### Wait for Verified The number can text once its badge reads **Verified**. 5 #### 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 1 #### Open the connection On the **SMS** card, click **Connect third-party** and choose your provider. 2 #### 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. 3 #### 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](https://chargezen.com/docs/concierge/phone/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](https://chargezen.com/docs/concierge/phone/toll-free-verification#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 "ยท Assigned". ### The card says Upgrade required Your plan doesn't include SMS. See [pricing](https://chargezen.com/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. ## Related **Guides** * [Toll-free verification](https://chargezen.com/docs/concierge/phone/toll-free-verification) * [10DLC registration](https://chargezen.com/docs/concierge/phone/10dlc-registration) * [Bring your number](https://chargezen.com/docs/concierge/phone/bring-your-number) * [WhatsApp](https://chargezen.com/docs/concierge/channels/whatsapp) **On the product page** * [Text messages: Concierge texts back](https://chargezen.com/concierge/channels/sms) * [Toll-free texting with verification handled](https://chargezen.com/concierge/features/toll-free-texting) **Learn more** * [What is an SMS opt-out?](https://chargezen.com/glossary/sms-opt-out) * [Why business texts aren't delivering](https://chargezen.com/blog/why-business-texts-arent-delivering) ### Related Articles [ #### Toll-free verification Get your number approved to text ](https://chargezen.com/docs/concierge/phone/toll-free-verification)[ #### Bring your number Keep the number customers know ](https://chargezen.com/docs/concierge/phone/bring-your-number)[ #### WhatsApp Another way customers message you ](https://chargezen.com/docs/concierge/channels/whatsapp)[ #### Email Answer your support inbox ](https://chargezen.com/docs/concierge/channels/email) Was this page helpful? 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