Start a group conversation

An SMS group lets you message many people at once — your field crew, a set of VIP customers, an on-call list. Click Group in the Messages inbox, name the group, add members, and every message you send in that group goes out as an individual text to each member. Recipients never see each other; their replies come back as normal one-to-one conversations.

Before you start

• SMS must be live on your account (texting a customer covers the unlock requirements).
• Group members need a valid phone number — 10 digits or more.

Step 1 — Create the group

1. In Messages, click Group (next to New at the top of the inbox). The "New Group" window opens.
2. Enter a Group Name — the placeholder suggests "e.g. Field Technicians, VIP Customers".
3. Under Add Members, search — "Search customers, technicians, dispatchers..." — and click results to stage them. Each result is tagged "Customer", "Tech", or "Dispatch" so you can tell who's who.
4. To include someone who isn't a saved contact, use "Or add any phone number": type the number and click Add.
5. The Members list shows everyone staged, with an X to remove. Click Create Group.

Step 2 — Send to the group

1. Your groups live in the Clients segment under the Groups filter chip (the chip shows a count). Click the group to open it.
2. Type in the composer exactly like a normal conversation — the hint above it reads "Sends individually to" followed by the member count, as a reminder that each member gets their own separate text.
3. You can pick the sending line with the From chip and use your quick replies, just like 1:1 texting.
4. Send. The result toast reports the outcome — for example how many were sent, how many were "skipped (opted out)", and how many failed.

Step 3 — Manage the group

• Rename — open the group and click Rename in its header.
• Members are managed when you build the group; you can create as many groups as you need and the same person can be in several.

What your customer sees

A regular text from your business number, addressed only to them. There is no visible group — no shared thread, no exposed numbers. If they reply, the reply lands in their own one-to-one conversation in your inbox, not in the group.

Troubleshooting

• Some members didn't get the message — the result toast breaks it down. Members who texted STOP are skipped automatically ("skipped (opted out)"); failed numbers are usually invalid or unreachable.
• I can't find my group — open the Clients segment and click the Groups filter chip; groups don't appear under the other filter chips' conversation rows.
• An upgrade window appears when sending — a group send counts one SMS per member, so a large group can hit your plan's SMS limit. See plans and pricing.
• A search finds nobody — the picker shows "No results found"; check the spelling, or add the person by raw phone number with "Or add any phone number".