Email is the live chase channel. Text is implemented as a gated product surface. There is no published date when texts will start for your territory. Plan cards that still print historical “texts / month” packaging do not mean you can send SMS today.
What you can see today
- Settings → SMS & sender ID — sender name (up to 11 letters or numbers), Registration by territory, and compliance guidance. That pane is status and registration, not a send button.
- Connections can show a text-provider card (tenant-owned Twilio or Telnyx). Saving a provider does not override the estate master switch.
- The customer composer may offer Text. If SMS is off, the send is refused with a code such as SMS-OFF:global (or plan / territory / tenant). That is a hold, not a delivered text.
What this article will not do
- It will not tell you how to send a live SMS, how to register a sender with a carrier, or how to flip the estate master switch.
- It will not publish webhook URLs, account tokens, or a date.
- It is not legal advice. Confirm local messaging rules with your own advisor for US, UK, Ireland, or Australia.
If SMS is later enabled for you
When all four gates are on and the sender ID is registered for that territory, texts still send as your business. A carrier STOP / STOPALL / UNSUBSCRIBE / CANCEL / END / QUIT reply (or the carrier’s own opt-out signal) suppresses further texts to that number automatically. That is not the Activity Stop Requests queue. A portal Ask them to stop chasing request is a staff decision and does not mute SMS by itself.
Until then, build Workflows around email. Payment links and the customer portal are a separate surface (catalogue copy still says Growth+; card checkout also needs your own Stripe connection).
Expected result
Email follow-up can send once a mailbox you own is ready. Texts stay refused or hidden while any SMS gate is off. You do not need to “wait for a date” to chase by email.
If something looks wrong
- A teammate thought texts were included because the plan card shows an allowance — check this article, then Settings → SMS & sender ID.
- A Text send sat in Activity as held — that is the gate working.
- Then contact Support with subject Sending, texts & deliverability. Do not ask for a send-SMS workaround.