Troubleshooting No SMS Icon in VanillaSoft

If you've enabled the SMS feature on your VanillaSoft VoIP line but are encountering issues with the SMS icon not appearing beside a contact's phone number, this support article will guide you through the troubleshooting process. The absence of the SMS icon can occur for several reasons, which we will address below. Click to expand for more information and troubleshooting steps:

Ensuring the Contact's SMS Number Field is Filled

SMS messaging can only be configured for one phone field. If the contact does not have a phone number listed in the configured field, the SMS icon will not appear. Here's how to fix this:

For Admins:

  1. Access the Project: From the Admin homepage, select the project containing the contact you wish to edit.
  2. Search for Contacts: Go to the Contacts & Reports menu and click on Search Contacts.
  3. Find the Contact: Enter the necessary information for the contact and click Search to locate them.
  4. Open Contact Details: Click on the contact icon to open the contact information page.
  5. Update the Phone Number: Ensure the contact has a phone number listed in the phone field tagged with SMS. If there is no phone number, enter the number and click Save.

For Callers:

  1. Edit Contact: With the contact displayed on your screen, click Edit at the top.
  2. Update the Phone Number: Ensure the contact has a phone number listed in the phone field tagged with SMS. If there is no phone number, enter the number and click Save.

After completing these steps, refresh the contact and check if the SMS icon appears. If the issue persists, proceed with the following steps.

Checking if SMS is Enabled

It's possible that SMS is included in your package but not enabled on your account. Follow these steps to check:

  1. Access VoIP Line Configuration: Click on your Username in the top-right corner and select the VoIP Line Configuration section.
  2. Check SMS Text Messaging: Verify that there is a check in the SMS Text Messaging checkbox.

If the SMS Enabled checkbox is unchecked and greyed out, you will need to contact your Account Administrator. They will need to follow the steps outlined in our How to Enable SMS for Callers article to enable this feature.

Configuring the SMS Phone Field

If SMS is enabled but the SMS icon is still missing, the issue might be due to a Project configuration. Here's how to configure the SMS phone field within your Project:

  1. Access the Project: From the Admin homepage, select the project to text from.
  2. Open Field Customization: Open the Field Customization menu, and select the Phone Fields section.
  3. Select SMS Option: Select the SMS option for the desired Phone Field. Note that only one phone field can be defined as the SMS phone field.
  4. Save Changes: Once done, click Save.

After completing these steps, the SMS feature should be enabled and accessible from the Caller side of VanillaSoft.

If you have followed the steps outlined in this article and are still experiencing issues with the SMS feature, please do not hesitate to contact our technical support team for further assistance. You can reach us by any of the ways listed in the Contact Technical Support article. Our support team is dedicated to ensuring your experience with VanillaSoft is seamless and efficient.

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