SMS for Zoho Desk by Zoho Voice enables you to send and receive Short Messaging Service (SMS) messages to your domestic customers using voice and SMS-enabled local phone numbers, and expand your reach with multi-channel connectivity.

Local two-way SMS service is only available in the USA and Canada. International outbound SMS service is available in 100+ countries.

 Prerequisites for using this extension  

• A valid Zoho Desk plan supporting this extension
  
• A valid Zoho Voice account and plan supporting this extension

• Purchase of number in Zoho Voice

• For the US and Canada regions, 10DLC registration must be completed for the purchased local number (mandatory to send and receive SMS/MMS)
  

Supported plans in Zoho Voice

• All Zoho Voice plans except the Solo plan support this SMS extension.
  

For users on the Solo plan, you must purchase a user add-on to use the extension.

For Zoho Desk users with an active Zoho Voice account

• Install the SMS for Zoho Desk by Zoho Voice extension
  

• Send SMS/MMS in Zoho Desk using this extension
  

Installing the SMS for Zoho Desk by Zoho Voice extension        

1. In your Zoho Desk account, navigate to Marketplace.

2. Search for SMS for Zoho Desk by Zoho Voice and click Install.

3. Review the profile details and make any changes if needed.

4. Confirm the installation by accepting the Terms of Service and Privacy Policy.

5. In general settings, select the Departments and Profiles whose agents should have access to this extension. 

6. Agree to the Terms of use and click Install. The extension will be installed.

 Send SMS/MMS using  the extension in Zoho Desk  

1. In your Zoho Desk account, navigate to Customers → Contacts module.
   
2. Select a contact from the list.

3. On the contact's detailed view page, click the more menu icon and select Zoho Voice SMS Extension.
   

4. On the conversation page, select the Sender ID from the list of SMS enabled number(s) you have.

5. Type your message and attach files if needed. Note: Attachments (MMS) are applicable only for US and Canada numbers.
   

6. You can also choose a pre-created template (created in Zoho Voice → Messages → Templates) instead of manually typing a message. These templates can be inserted in the message field using # icon or through short texts (eg., :st).
   

7. When selecting a template through the # icon, you can preview the template, send it immediately, or schedule it for later. Learn more about templates and short texts
   
   





8. For regular messages and for templates inserted using short texts (eg., :st), click Send.

9. To schedule for later:

1. Click Schedule Later icon instead of Send.

2. Choose the date, time, and time zone, and click Schedule.



 

For Zoho Desk users without an active Zoho Voice account

• Sign up and Sign in to Zoho Voice
  

• Plan purchase 

• Number purchase

• Activate SMS/MMS in Zoho Voice 
  
  

 Sign up for Zoho Voice 

1. Sign up here to Zoho Voice. Enter the credentials and click Sign Up.
   
2. Go to the Home page of Zoho Voice.

3. Click Sign In in the top-right corner of the page.

4. Fill in the credentials and click Sign In.
   

For users encountering an Access denied message like the one shown in the screenshot below, contact our support (support@zohovoice.com).

Upgrade to a supporting plan   

1. Go to Settings and to Subscription from the left bar menu.
   

2. Click Upgrade plan under the Subscription tab. You will be redirected to the Zoho Store.
   

3. Click Upgrade under your preferred plan.

4. Enter the number of licence/users. Verify the total amount and click Proceed.

5. Enter your billing and payment details in the Pay section and click Make Payment.

Once the payment is successful, your Zoho Voice organization will be upgraded to the selected subscription plan.

Purchase user add-on 

1. Go to Settings → Subscription tab.

2. Click Upgrade plan and select Buy Add-on of SOLO.

3. Choose the required user add-on count and click Proceed.
   

4. Enter your billing and payment details in the Pay section and click Make Payment.
   

Once the payment is successful, your Zoho Voice organization will be upgraded to solo + user add-on

Number purchase in Zoho Voice

1. Go to the Numbers module from the left sidebar menu.
   

2. You may choose to filter numbers by type and specify whether they should contain, start with, or end with the country code and the number entered in the Country field. Then click Search to view any available matching numbers.
   

3. Click Buy Number next to the desired number of your choice.

4. A pop-up box will display the details of the selected number type. Review the details and click Continue.

5. On the Purchase Number using Credit page, enter a Display Name for the number.

6. Attach your address proof under the Proof of Business field. You can either select a previously uploaded business document from the drop-down (sourced from the Settings → Document module) or directly upload a new one by clicking Add New.

Submit your Business Registration Certificate as proof of business for verification.

7. Select the agents to assign this number as their default outgoing number.

• For personal and personal unlimited numbers, only one agent/user can be assigned.

• If you prefer, skip this step and assign the number later in the Call Config module.
  

8. Click Buy and finalize the payment using credits.

Number rental will be automatically deducted from your credit balance every month. By clicking Buy, you agree to the Terms and Conditions.

The Zoho Voice support team will verify your submission and approve the number.

Documents required for number purchase 

• Business Registration Certificate - A copy of your valid Business Registration Certificate is required.
  

• Local address proof - You might need to submit proof of address for the region where you're purchasing the number. Acceptable documents include an internet bill, water bill, or electricity bill.

• Valid business website - Your business website details must match the submitted documents.
  

In some regions, additional documents may be required, such as a government-issued ID or a passport copy. Requirements may vary, so check with our support (support@zohovoice.com), before proceeding with number purchase.

Activate SMS & MMS 

To create a new request to enable SMS/MMS for a number:

1. Go to the Call Config module in the left sidebar menu of your Zoho Voice account.

2. In the Active tab, do one of the following:

• Click the Enable SMS/MMS button at the top-right corner (or) Hover over the number you want to enable SMS/MMS for and click the Enable SMS/MMS icon.

3. Review the number details, add comments, and click Submit..

1. Once the request has been raised, the status (SMS/MMS column) will be marked as Requested.
2. Our team will review the request, verify the details, and will start the activation process. During this process, the status will be changed to In Progress.
3. After SMS/MMS is successfully enabled, we’ll notify you, and the status will be updated to Enabled.

Valid Local Address Proof Includes (any one):  

• Internet Bill

• Water Bill

• Electricity Bill

Valid Government issued ID Includes (any one):

• Passport

• Driving License

• In some cases, government ID proof might be needed.

• A Business Registration Proof is mandatory.

Important Note: To use SMS/MMS services in the US and Canada, you must complete the 10DLC registration process(refer to this document). This is a regulatory requirement and is essential for successfully enabling and using SMS/MMS features in these regions.

Once your Zoho Voice account setup is completed, proceed to install the extension from the Zoho Desk Marketplace.