Beta Now Available!
🚀 The new Messaging Portal is now in beta! Contact your ConnecttoTeams provider or reach out to our support team to get access to the beta site. We'll announce the official general availability date through our usual channels.
Video
A companion video tutorial is also available for a visual walkthrough of the steps covered in this article.
Prefer a visual walkthrough?
Watch the step-by-step video here. Jump links are available for each part of the video.
Accessing the Numbers Page
The Numbers page is shown if your enterprise is using the SMS service. Use this page to manage your SMS numbers.
Understanding the Numbers Table Columns
The Numbers table is made up of five columns:
Phone Number — the phone number itself.
Assigned To — indicates whether the number is associated with a Teams user or a group of Teams users. This column displays "Unassigned" when the number has not yet been assigned to anyone.
SMS Carrier — shows the SMS provider handling that number. You will only see this column if you are managing your own phone numbers.
Services — gives you a quick look at the SMS capability and assignment for each number through a service chip.
Actions — provides per-row actions such as Update and Delete.
When a number is assigned, the value in the Assigned To column appears as a hyperlink. Clicking the hyperlink opens the details modal for that assignee — the User modal if the number is assigned to a Teams user, or the Group modal if it is assigned to an SMS group.
Service Chip States
The service chip in the Services column reflects the SMS capability and assignment status of each number. There are four possible states:
Not SMS Capable
The “Not available” chip (also called the “Universal No” symbol) indicates that the number is not SMS capable. This chip is not clickable. If you are managing your number, you can use the Update action or the Update button to add SMS capability, after which the chip will become clickable.
SMS Capable but Unassigned
The “Plus” chip indicates that the number is SMS capable but is not currently assigned. Click on this chip to assign the number to either a Teams user or an SMS group.
Assigned (No Issues Detected)
A green SMS chip indicates that the number is assigned to either a Teams user or an SMS group and no configuration issue is detected. Refer to the corresponding Assigned To column for a quick overview of this assignment. Click on the service chip to modify the assignment or to unassign the number.
Assigned (Issue Detected)
A red SMS chip indicates that the number is assigned to either a Teams user or an SMS group but an issue has been detected. To check specifics on the issue, open the SMS Configuration modal by clicking on the SMS chip.
Sample Issue:
Indeed, this is an issue because the SMS Carrier Profile is necessary so the system knows which SMS provider to use for sending outbound SMS messages. To fix this, click the Update action and assign the right SMS Carrier Profile to the number. Alternatively, unassign the number from the user or group — both options are discussed later in this guide.
Managing Numbers
When your enterprise is configured to manage its own numbers, options to add numbers, update numbers, and delete numbers become available.
Adding Phone Numbers
Using the Add Number button, you can add a single number manually, add a block of numbers, or import numbers from a file.
Adding a Single Number
To add a single number, select the country code for the number and then input the number in the first field. Leave the second field empty. Once added, the number will be displayed in the table.
Adding a Block of Numbers
You can also add multiple numbers at once by entering a range. This is useful when provisioning a block of numbers in a single action.
Unlike adding a single number, you will need to enter the ending number in the second field. The portal shows how many numbers are included in the range so you can review its size. If the range is not correct, adjust it as needed.
Once confirmed, proceed to complete the remaining fields — the capability and carrier — then click the Review & Add button.
Before proceeding, you will have one final opportunity to confirm the number range. Once confirmed, a progress screen will appear while the numbers are being added. After processing, a result screen will display — showing either a successful addition or identifying any numbers that failed to be added. When you close the modal, the successfully added numbers will appear in the table.
Importing Phone Numbers from a File
You can also import phone numbers from a file, which is useful when the numbers are not in a continuous range. To proceed, click the Import button.
In the Import Phone Numbers form, click the Download CSV Template link to get the template file. Fill in your phone numbers and their corresponding capabilities.
Next, select the appropriate SMS Carrier Profile. Then click Select File to Upload and choose your completed file. Once uploaded, click the Import button to begin the process. After the import is complete, the numbers will appear in the Numbers table.
Updating Phone Numbers
The SMS carrier and SMS capability of a number can be updated individually or in bulk.
Updating a Single Number
Click the Update option in the Actions column for the target row.
To update the carrier, tick the first checkbox and select the new SMS carrier from the dropdown.
To update the SMS capability, tick the second checkbox and select Add or Remove.
Click Save.
Note
The number must be unassigned first before you can change its SMS capability. See the Unassigning a Number section for details.
Updating Multiple Numbers
Select the checkboxes for the numbers to update, or check ‘Select All’ to apply changes to every number in the inventory.
Click the Update button above the Numbers table.
Tick the first checkbox to change the SMS carrier, the second to change the SMS capability, or both to update them together.
Make the selections and click Update.
Important
When updating the SMS carrier, ensure the chosen carrier hosts the SMS numbers being changed. Selecting a carrier that does not host the numbers will result in service interruption.
Restrictions on Changing SMS Capability
Changing the SMS capability is not allowed on assigned numbers. This applies to both single and bulk updates: if any selected number is assigned, the operation is blocked, an error message is shown, and the Update button remains inactive. Unassign the affected numbers first.
Deleting Phone Numbers
Restriction on Deletion
Similar to the restriction on changing SMS capability, the portal does not allow assigned numbers to be deleted — the Delete option is not shown for them. Unassign the numbers first before deleting
Deleting a Single Number
To delete an individual number, simply select the Delete option in the Actions column corresponding to that number.
Deleting Multiple Numbers
select the checkboxes next to the numbers
Click the Delete button above the Numbers table.
Review the warning message, then click the Delete button to confirm.
Once the deletion is complete, the numbers will be removed from the Numbers table.
Searching and Filtering the Numbers Table
There are two ways to search for phone numbers in the Numbers table.
Quick Search Box
The search box is located in the top-right corner of the table. As you type, it instantly filters across all columns at once — including phone numbers, assigned users, and more. To clear the entry in the quick search box, click the X icon on the right side of the box to view the full list again.
Column Filters
Click the filter icon next to any column heading to search within that specific column. Filters can be applied across multiple columns at the same time — for example, filtering by both Phone Number and Assigned To columns simultaneously will display only rows that match both criteria.
Services Column Filter
The Services column has a special filter worth noting. Instead of a text search box, it offers a dedicated filter for SMS capability and SMS assignment status — letting you quickly narrow down numbers based on their service chip.
To filter for numbers that are not SMS capable, select only the "SMS Not Capable" option.
To filter for numbers assigned to groups, select the "SMS Capable" checkbox and choose only the "Assigned to Group" option.
To filter for unassigned SMS-capable numbers, open the "SMS Capable" group and select only the "Unassigned" option. This is useful when identifying available SMS numbers to assign to new team members.
When you are done, click the Reset Filters button to clear all active column filters at once and see the full list again.
Quick Copy from the Numbers Table
When you hover over a value in the Phone Number, Assigned To, or SMS Carrier columns, a copy icon appears next to it. Click the icon to copy that value to your clipboard — useful when you need to paste a number into a ticket, email, or another system.
Assigning Numbers
Important
When SMS number assignments change, a sync of the connector app may be required for the changes to take effect for affected Teams users. The sync requirement depends on which connector app the enterprise uses — see Connector App Sync Requirements below.
There are two assignment types: assigning a number to a Teams user (one-to-one), or assigning it to an SMS group (one-to-many).
Assigning a Number to a Teams User (One-to-one)
These are the steps to assign an SMS nmber exclusively to a user who can then send and receive SMS directly from the Teams client or the connector app.
Click the service chip with the plus symbol.
Select the "SMS User" option
Select the Teams user to assign to.
Click Save.
After saving, the chip changes from the plus symbol to "SMS," indicating the number is assigned.
The Assigned To column in the Numbers table will reflect the Teams user the number was assigned to. Correspondingly, the assigned number will also appear beside the user's name in the Users page.
Assigning a Number to an SMS Group (One-to-many)
These are the steps to assign a number to an SMS Group. This is a one-to-many arrangement — each member of the group can send and receive SMS using that shared number, and everyone in the group sees a copy of any message sent.
Click the service chip with the plus symbol.
Select the "SMS Group" option
Select the chosen SMS Group.
Click Save.
After saving, the plus symbol in the service chip is replaced with "SMS" text indicating the number is assigned.
The Assigned To column in the Numbers table will reflect the SMS Group the number was assigned to. Correspondingly, the assigned number will also appear in the Group Phone Numbers column beside the group's name in the Groups tab under Services > SMS.
Note
SMS groups are defined under the Services menu. Click SMS, then go to the Groups tab. Here, you can add new groups or modify the composition of existing groups by clicking on the group name.
Modifying a Number's Assignment
To change a number's assignment, simply click the SMS chip and select the user or group that will receive the new assignment, then click the Update button.
Unassigning a Number
You may want to unassign a number — for example, when an employee is leaving or you need to take it out of service.
Click the SMS chip to open the assignment modal.
Click the Unassign button.
Once the sync is completed, the chip reverts to a plus symbol, indicating the number is now completely unassigned.
Note
Even if the portal confirms the unassignment was successful, the number may still appear as assigned. The app must be synced to finalize the removal — this is covered in the next section.
If you are removing the number from service entirely, you may also proceed to delete it after syncing the app— deleting a number is covered earlier in this article.
Connector App Sync Requirements
When SMS number assignments change, a manual sync of the connector app may be required so that the changes take effect for affected Teams users.
The sync trigger depends on the connector app in use:
Legacy SMS Connector App: Any change to SMS number assignments — either assigning or unassigning a number — requires a manual sync.
Unified Connector App: A sync is required only when a user is assigned an SMS number for the first time, either as a personal number or as a member of an SMS group.
When a sync is required, a corresponding task appears in the Dashboard's Tasks table — "Sync SMS App" for the legacy app, or "Sync Unified App" for the unified app. The enterprise admin must complete the task to finalize the assignment changes.
Important:
Important
The legacy SMS Connector App is approaching end-of-life. We recommend transitioning to the Unified Connector App, which requires sync in fewer cases and ensures uninterrupted service after the legacy app is retired. Contact your ConnecttoTeams service provider to plan the migration.
Exporting Numbers
You may export your numbers by clicking the Export button above the Numbers table. The portal will generate a file containing your numbers and their current configuration. This comes in handy for record-keeping, auditing your number inventory, sharing the list with your team, or importing it into another system.
Additional Resources
For more guides and step-by-step documentation, check the rest of the knowledge base articles for the new Messaging Portal.