SMS and MMS (Texting): Intro to End User Experience

This article introduces and summarizes the various components and interfaces the ConnecttoTeams SMS solution provides so a Teams User can receive and send SMS/MMS. It also discusses how user is notified in the Teams client when new sms/mms messages arrive.

References to other help articles discussing the interfaces in detail are mentioned.

Before You Begin

• The ConnecttoTeams SMS App must be available in your Teams organization’s app catalog. Your organization’s Microsoft Global Admin must first Deploy and Sync the SMS App to a Microsoft Teams Organization.

• Your Teams User must be SMS enabled. Your organization’s Microsoft Global Admin must configure your user for SMS and assign a phone number to your user or an SMS group you belong to.

• Understand the expected user experience as a ConnecttoTeams user by reading the article .

SMS and MMS (Texting): End User Experience

A fully configured SMS user can send a message in various ways. It can be done via the SMS App and by invoking the SMS Smart Composer by either pinning the widget, clicking the “Respond to Message” button or using the @app function.

1. SMS App - Within Microsoft Teams, each user will need to add the SMS app. Click the "..." icon from the sidebar. The new app should appear at the top of the suggested list.

See - How to Send SMS and MMS from the Application for step-by-step instructions.

2. SMS Smart Composer - invoke the SMS Smart Composer by Pinning the widget, clicking “Respond to Message” and using the @ from the chat screen.

See - How to Send SMS and MMS from the SMS Composer for step-by-step instructions.

a. Pinning the widget.

b. By clicking “Respond to Message”

c. By using the @ from the chat screen – Note: this can only be done in Channel associated to the other party’s SMS phone number.

New Message Notifications

Users gets notified when there are new SMS and MMS messages via the Microsoft Teams Activity Feed.

Here is a new message notification shown in Microsoft Teams desktop app.

Here is a new message notification shown in an iOS mobile device with Microsoft Teams app.

How SMS Conversations are Presented

Starting July 16, 2023, SMS/MMS messages to and from a mobile number are grouped together in a single chat conversation within the channel dedicated for the mobile number.

a. Clicking the “Respond to Message” button to send an SMS/MMS to the mobile subscriber. The sent SMS/MMS will be appended to this conversation thread.

b. Clicking the Teams “Reply” action will add a conversation at the button. The message sent by Reply is a normal Teams chat and will not be sent as an SMS message. This could be use to send internal message to all team members if the SMS Number is shared by a Group of Teams users.

c. Clicking the “New conversation” button will create a new card in this channel. This could be use to send internal message to all team members if the SMS Number is shared by a Group of Teams users.

Tip - Pin the card representing the SMS/MMS linked conversations for easier access to it when the normal chat messages grows in quantity.

For better experience, the team name may be renamed. Follow this guide on how to rename an SMS team - Renaming and Restoring Deleted SMS Teams and Channels . It is important not to delete a team dedicated to SMS because it will cause failure of the delivery of SMS message to the intended Teams user. The above-mentioned help page also discusses how to restore in the event an SMS team is deleted.