You text customers from inside EnrollHere, in the places you already work. Messages send from an agency line rather than your personal phone, and opt-outs are handled for you. There is one rule worth learning properly, and it is in the Do Not Call section below.
Where Texting Lives
Three places, one conversation. A thread you start during a call is the same thread you open later.
Conversations, in the sidebar (where your agency has it enabled) — your inbox view for working through replies.
The SMS tab on a lead — their message history in context with calls and notes.
The lead panel during a call — for sending something while you are still on the phone.
From inside a conversation, View Lead opens the lead in a panel beside the thread rather than navigating you away, with an action to open the full lead page if you need it.
Sending a Text
You do not pick a number the way you pick a caller ID for dialing. Texting sends from a line your agency registered with the carriers, and your admin decides which line a conversation belongs to. If you think you are texting from the wrong line, that is an admin question.
Depending on how the line is set up, an opt-out line may be appended to your message automatically — on the first message, on every message, or periodically. Do not type it yourself as well, or it goes out twice.
What Customers Can Reply
Some replies are handled before you see them. These are carrier requirements and cannot be turned off for an individual customer.
STOP (or a variant) — opted out immediately, with a confirmation. You will not be able to text them again.
START or UNSTOP — opted back in, with a confirmation.
HELP or INFO — they get your agency's help message. Consent does not change, and they get it even if already opted out.
⚠️ Note: Do not try to talk somebody out of a STOP, and do not ask a colleague to text them from another line. The block is enforced by the system and working around it is a compliance problem.
The Rule That Catches People Out
Opting out of texts is not the same as opting out of calls. Voice, texting and email are tracked separately.
A customer who replies STOP has stopped the texts. They are still dialable and will still come up in campaigns unless somebody separately marks them do-not-call. If their intent was clearly to be left alone entirely, disposition the call accordingly so the voice side is covered too.
It runs the other way with one difference: dispositioning a call as Do Not Call does also stop texting, and the customer gets a short notice saying they can reply START if they change their mind. So Do Not Call covers both; STOP only covers texting.
You cannot override any of this yourself. If a customer asks on a call to have texts turned back on, the clean path is to have them reply START.
When a Message Will Not Send
Rejected as opted out — they replied STOP, or somebody dispositioned them Do Not Call. Only a START from the customer, or a documented override by an employee with lead access, clears it.
Texting unavailable everywhere — your agency's carrier registration is not finished. That is an admin matter.
A thread will not open or is missing — you may not have visibility on that line.
Sent but no reply and no error — a sent message is not a delivered message. Carriers filter aggressively and shortened links are a known trigger, so prefer full links.
What You Can See
Which threads you can read is set per line by your admin. On a shared line everybody with access reads every thread. On a lead-owned line you only see threads for leads that are yours. Your agency can run both at once on different lines, so it is normal to see everything on one line and only your own leads on another.
Two details worth knowing. On a lead-owned line you will not see threads for leads nobody owns yet, so an inbound text from an unrecognised number may not reach you. And you can still read a lead's message history from their lead page or the call panel even on a lead-owned line, because that history belongs to the lead rather than to the inbox.
Quick Answers
Can I text from my own cell? Not through EnrollHere, and you should not do it outside EnrollHere either — it is invisible to the record and unprotected on compliance.
A customer replied STOP by mistake. Can I undo it? Not from your side. Ask them to reply START.
Do I need to type the opt-out wording? No. If your line appends it, typing it as well sends it twice.
Can I send a picture? Yes, images and PDFs, under 1 MB, in JPG, PNG, WebP, HEIC or PDF.
Does texting somebody stop them being dialed? No. Those are separate.