Frequently asked questions (FAQs): Dedicated SMS numbers

In this guide you will see an overview of frequently asked questions regarding the dedicated SMS feature available to customers on the Innovate plan. For more information, see our help guide How to request and add a dedicated SMS number.

Frequently asked questions (FAQs)

• Do I need a specific plan to get a dedicated SMS number?
  Yes, you need to be on the Innovate Plan.
  
   
• Which regions is this available in?
  Currently, dedicated SMS numbers are available in the US, Australia, and Canada.
  
   
• Does it cost extra? 
  No additional cost - it’s included as part of your Innovate feature set.
  
   
• Can I use my Dedicated SMS Number on my website or for new enquiries?
  No. Dedicated SMS numbers are only for existing clients already in your system. The actual number is not shared with you, and any SMS sent by someone who isn’t an existing client will not be delivered.
  
   
• Who can use my dedicated SMS number to message me?
  Your dedicated SMS number only works with existing clients.
  
   
• What does “existing client” mean?
  An existing client is someone who has already received an SMS from your business through Timely.
  
   
• What happens if an existing client sends me a new message?
  Their message will appear in your SMS Inbox, even if it’s not a direct reply to a reminder or notification.
  
   
• What happens if a new or unknown client tries to text my dedicated SMS number?
  Their message will not be delivered to you and will not appear in your SMS Inbox.
   
   
• What happens if I want to deactivate my dedicated SMS number?
  You’ll need to contact our Support team to deactivate. Your messages will then revert to being sent from a shared number.
  
   
• Can I get my old dedicated SMS number back after deactivating?
  No, once a dedicated SMS number is deactivated, it cannot be retrieved or reinstated.
  
   
• What happens if I downgrade my Timely plan and am no longer eligible?
  Your dedicated SMS number will be removed, and your messages will automatically revert to being sent from a shared number.
  
   
• If I upgrade again in the future, will I get the same dedicated SMS number back?
  No. If you upgrade again, a new dedicated SMS number will be assigned to you.
  
   
• Will my marketing opt-outs (STOP replies) still work?
  Yes. Clients who reply “STOP” will be opted out of SMS marketing, even when using a dedicated SMS number.
  
   
• Can I transfer my existing business phone number to be my dedicated SMS number?
  Not at this time. Dedicated SMS numbers are provisioned through our SMS carrier.
  
   
• Will I keep the same dedicated SMS number forever?
  Yes, once provisioned, your business will always send from the same number, unless you choose to deactivate the number, cancel your Timely account, or downgrade to a lower plan.
  
   
• Can I use my business name as the sender ID instead of a number (alphanumeric sender ID)?
  No. All messages will be sent from your assigned dedicated SMS number.
  
   
• How do booking reminder replies work with dedicated SMS numbers?
   
  • If a client replies “Y” within 7 days of receiving a booking reminder, their booking will be confirmed.
  • If they reply “Y” after 7 days, the reply will still be logged in your SMS Replies page, but it will not update the booking status.
  • Replies such as “N” or any other text will never update the booking status, regardless of when they’re sent.