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SMS Channel Configuration

5 min read

1. Introduction #

The SMS widget allows visitors to your website to send you a text message with a single tap or click. When a visitor clicks the SMS button on your site, their device will automatically open their default messaging app with your number already filled in — ready to send. You can add one or more SMS contacts, assign them to specific team members or departments, set their availability hours, and customise how the widget appears to your visitors.

This guide will walk you through every step of the setup process in plain, simple language — no technical knowledge required.

2. Adding the SMS Channel to Your Widget #

When you first open the widget settings, you will land on the Channel Selection screen. This is where you choose which contact channels you want to display on your website — such as SMS, Phone, WhatsApp, WeChat, Email, and others.

To add the SMS channel:

  1. Click on SMS to add it to your widget.
  2. Once selected, it will appear in your active channels list at the bottom of the screen.
  3. You will know it has been added when you see an SMS icon with the label SMS in the list.

Note: You can add multiple channels at the same time. The SMS channel is just one of several options available to you.

3. Entering Your SMS Number and Contact Details #

After adding the SMS channel, a row of fields will appear for you to fill in. Here is what each field means:

  • Number — Enter the mobile phone number that visitors will send their text message to.
    • You must include your country code at the start of the number.
    • For example, a US number would be entered as +1 234 567 890.
    • A tooltip reminder will appear when you hover over this field to remind you to include the country code prefix.
    When a visitor clicks the SMS button on your website, their messaging app will open with this number pre-filled and ready to text.
  • Channel label — This is the text shown to your website visitors next to the SMS button. By default it says “SMS” but you can change it to something like “Text Us” or “Send a Message”.
  • Custom image — If you would like to use your own icon instead of the default SMS icon, click Choose file and upload your image.
  • Channel color — Click the colour box to pick a colour for your SMS button. Choose a colour that matches your website’s branding.
  • Show on — Select whether the SMS button should appear on Desktop, Mobile, or both by clicking the relevant icons.

Note: SMS links work best on mobile devices where a native messaging app is available. On desktop browsers, the behaviour may vary depending on whether the visitor has a compatible messaging application installed (such as Messages for Web, iMessage, or a similar app).

Tip: If you have more than one SMS contact — for example, a separate number for Sales and for Support — click the Add new contact button at the top right to add another row and enter each number individually.

4. Editing Individual Contact Settings #

Each SMS contact you add has its own individual settings panel. These allow you to personalise each contact further and make it easier for visitors to know who they are reaching out to.

To open a contact’s settings:

  1. Find the contact row you want to edit.
  2. Click the Schedule button on the right-hand side of that row to access the full contact settings.
  3. A panel called SMS contact settings will open.

4.1 Role and Contact Avatar #

  • Role — Enter the role of the person behind this contact, for example “Customer Support”, “Sales”, or “Billing”. This will be shown to visitors so they know who they are texting before they tap the button.
  • Contact avatar — Upload a photo or image for this contact by clicking Choose file. Adding a photo gives a personal touch and helps visitors feel more comfortable reaching out.

Once you have made your changes, click Update contact to save them.

5. Setting Your Availability Schedule #

You may not want the SMS button to be visible to visitors outside of your working hours. The Date Scheduling section lets you control exactly when each contact appears on your website, down to specific hours on specific days of the week.

5.1 Choosing Availability Per Day #

You will see a grid showing all seven days of the week — Monday through to Sunday. For each day, click the dropdown menu and select one of the following options:

  • All day — The contact will be visible to visitors throughout the entire day. This is the default setting.
  • Scheduled — Choose this option to set specific hours. For example, you may want the SMS button to appear only between 9:00am and 5:00pm on weekdays.
  • Unavailable — Choose this to hide the contact completely on that day, for example on weekends or public holidays.

5.2 Copying a Schedule to Multiple Days #

If your availability is the same across several days, you do not need to set each one individually. You can copy one day’s schedule to other days quickly:

  1. Click the copy icon (the two overlapping squares) next to the day you want to copy from.
  2. A small menu will appear listing all the other days of the week.
  3. Tick the days you want to apply the same schedule to.
  4. Click Apply.

The schedule will be copied across to all the days you selected automatically.

5.3 Setting Your Time Zone #

At the bottom of the scheduling section you will find a Time zone dropdown. Make sure this is set to the correct time zone for your business so that your availability hours display accurately to visitors regardless of where they are in the world. By default, it is set to match your website’s time zone.

When you are happy with all the settings, click Update contact to save.

6. Customising the Multi-Contact Pop-Up Message #

If you have added more than one SMS contact — for example, a Sales number and a Support number — visitors will see a small pop-up when they click the widget button, showing all available contacts for them to choose from. You can customise the text shown in this pop-up to make it feel more welcoming and on-brand.

To customise the pop-up message:

  1. Click the Multi-contact settings button at the top of the SMS channel panel.
  2. A window will appear with two fields to fill in:
  • Headline — This is the bold title text shown at the top of the pop-up. For example: “We’re here to help!”
  • Welcome message text — This is the smaller description text shown below the headline. For example: “Choose who you’d like to text today.”

Type in whatever text feels right for your business, then click Update to save your changes.

7. Final Notes #

Your SMS widget is now fully set up. Visitors to your website will be able to tap or click your SMS button and be taken straight to their messaging app with your number ready to go — during the hours you have specified.

If you ever need to make changes — such as updating your phone number, adding a new contact, or adjusting your availability hours — simply return to the widget settings area and follow the same steps outlined in this guide.

Reminder: Always click Update contact or Update after making any changes to ensure your settings are saved correctly.