Texting in EnrollHere is not a setting you switch on. It is a carrier registration. Before a single message leaves your agency, US mobile carriers require you to register who you are and what you intend to send, and they enforce it with filtering rather than warnings. An unregistered message does not bounce with a helpful error, it simply disappears.

If you run outbound voice you are used to number pools, where a campaign dials from a set of DIDs and you scale by adding numbers. Texting does not work that way, and planning around pools will send your setup in the wrong direction.

For SMS, numbers are registered to a 10DLC campaign. The campaign is what carriers approve and what your numbers hang off. There is no pool object, no rotation setting, and nothing to add agents into.

Registration fails most often on details that are wrong rather than missing. Check these against the source rather than from memory.

Go to Agency Settings → 10DLC Registration. A sub-navigation gives you Brand, Campaign and Numbers, and you work them in that order. The landing view shows a Compliance Status card reading n of 5 requirements completed, with a button on whichever step is actionable.

⚠️ Note: Registration costs money and there is no draft state. The brand review step shows a cost note before you commit, and campaign submission carries a per-submission carrier fee plus a monthly fee set by the volume tier you choose. Read the review step rather than submitting to see what happens.

A four-step form: Business Information, Business Address, Contact Information, then Review and Confirm. Submit stays disabled until you tick the box confirming the information is accurate and that you are authorised to register the brand.

The brand sits at Pending while carriers review, then returns Approved, Rejected or Error. Rejections list the specific reasons, usually an EIN that does not match the legal name, a name that does not match state records, or an address carriers cannot validate.

A two-step form: Campaign Template, then Campaign Details. Approval typically takes two to three business days.

You pick from templates. Custom campaigns are not permitted. Each template card shows a scrutiny badge — the more promotional the template, the harder carriers look and the longer approval takes.

Campaign Details collects the name, description, three sample messages, your opt-in description, the keywords and replies for opt-in, opt-out and help, and your expected message volume. Only choose Standard volume if you send more than 2,000 messages a day; the choice drives the monthly fee shown.

A campaign moves through four states: Created → TCR Accepted → Carrier Submitted → MNO Provisioned. Only the last one gets a green check, and only that state lets you assign numbers or send.

Once provisioned, open the campaign's Assigned Numbers panel. It shows how many numbers are assigned of the number allowed, and raises an over-limit error before you submit. After assigning, each number shows Active, Pending or Error.

⚠️ Note: A number only sends once its assignment reads Active. Pending is normal briefly while the carrier propagates, but a Pending number cannot send. Check this before telling a floor that texting is live.

Once you are live, a set of consent behaviours runs automatically. You configure the wording; you cannot switch the behaviour off.

Where two settings could answer the same keyword, the most specific wins: a line-level override beats the campaign setting, which beats the platform default.

EnrollHere appends the opt-out disclosure for you, and the mode is set per line: on the first outbound message only, on every message, periodically, or off. A line with no mode set behaves as Always, because over-disclosing is the cheaper mistake.

⚠️ Note: Voice, SMS and email each hold their own do-not-contact state. A contact who texts STOP is opted out of texts but is still dialable. If you assume STOP is a blanket suppression, you will keep calling somebody who believes they asked you to stop.

The reverse does cascade. Dispositioning a call as Do Not Call adds the lead to voice do-not-call and opts them out of SMS, including other lead records sharing the phone number, and sends a notice explaining they can reply START. The cascade fires on the built-in Do Not Call result; if you use a custom disposition for this, confirm with support that it triggers.

Employees with lead access can override a channel's state and the system requires a note. Agents cannot override it at all.

Agents can text from the Conversations screen in the sidebar where your agency has it enabled, the SMS tab on a lead, and the lead panel beside a live call. All three write to the same thread.

Visibility is set per line. A line can show every thread to everyone with access, which suits a shared support desk, or restrict each agent to threads for leads they own, which suits a sales floor. On a lead-owned line an agent does not see threads for leads nobody owns yet, so decide who watches for texts from unrecognised numbers.

It is tempting to let each agent text from their own direct number so replies land with the right person. Every number that sends has to be registered and maintained, and that upkeep falls on the agency, permanently, scaling with headcount. There is also no self-serve way to move a number between campaigns, so an agent who leaves strands a number you cannot reshuffle yourself. Route texting through a small number of agency lines and use per-line visibility instead.