How to connect it
- Open the Channels tab and choose SMS.
- Enter the credentials from your SMS provider account and the number you want to use.
- Connect the provider's incoming-message webhook to OmniDesk as the in-console guide shows. Texts then appear in the inbox.
What your team can do
- Send and receive texts from the shared inbox
- Assign, label and add internal notes to SMS conversations
- Use quick replies and AI reply suggestions
- Keep SMS history next to the customer's WhatsApp or email thread
- Use your own provider account, so you keep control of your numbers and rates
Every channel in OmniDesk also gets the shared basics:
- One shared inbox with assignment, labels and internal notes
- Quick replies: type / to insert a saved answer
- SLA timers that show how long each customer has been waiting
- AI reply suggestions drawn from your own knowledge base; agents review and send
- Live two-way translation, so customers write in their language and your team replies in theirs
- Roles and per-agent channel access (owner, admin, manager, agent, viewer)
Who it suits
Good for reminders, confirmations and customers who do not use a chat app.
What to know first
SMS rates and sender rules come from your provider and your country's regulations, not from OmniDesk. You need your own provider account.
Questions
Which SMS providers work?
Twilio, Vonage, Plivo, MessageBird and Telnyx, each through your own account.
Who bills for the texts?
Your SMS provider. OmniDesk charges a flat subscription per workspace.
Is MMS supported?
The channel is built for SMS and MMS, subject to what your provider and number support.
See it with your own channels
Paid plans include all channel types and run from $29 to $199 per workspace per month. The 14-day free trial is limited to one channel and 25 replies. Want the full product first? Request a demo account.
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