SMS Setup & Verification
Add SMS texting to your AI assistants on a dedicated, carrier-verified toll-free number. This page covers activating the add-on, the one-time toll-free verification, and the configuration options for each assistant.
Overview
Voka sends and receives SMS from a dedicated toll-free number (TFN) that is verified for your business. Toll-free is the only number type Voka uses for SMS — there is no 10DLC registration to manage.
Getting started has three stages:
- Activate the SMS add-on — a paid monthly add-on (see Pricing).
- Verify a toll-free number — submit your business details once; the carriers review and approve the number.
- Configure each assistant — turn SMS on per assistant and set how it behaves.
Note: Your toll-free SMS number is separate from your voice phone numbers. Voka provisions it for you — you don't buy or port a number for SMS.
Activate the SMS Add-On
- Go to SMS in your dashboard.
- Choose a plan (Starter or Pro).
- Complete checkout.
Once active, the SMS section unlocks setup and you can begin toll-free verification.
Toll-Free Verification
Mobile carriers require every toll-free number to be verified before it can send application traffic. This is a one-time process per number, and Voka submits most of the compliance paperwork for you.
Start verification
You can begin in two places:
- During onboarding — the Set Up SMS Messaging step.
- Anytime later — go to SMS → Setup.
In both cases Voka automatically provisions a toll-free number for you in the background. The first number is included with your plan at no extra cost — you don't search for or buy a number yourself (you pick from the available numbers Voka offers).
What you'll provide
All fields below are required. Voka sanitizes and validates each one.
Business information
- Business name
- EIN / Tax ID — format
XX-XXXXXXX - Entity type — Private (for-profit), Public (for-profit), Non-profit, Government, or Sole proprietor
- Website — must be a live, publicly accessible
https://URL - Business address — street (PO boxes are not accepted), city, state, ZIP
Verification contact
- First and last name
- Email — should match your website domain
- Phone — a valid business number
Advanced (pre-filled — only change if Voka support directs you)
- Use case — e.g. Appointments, Booking Confirmations, Notifications
- Sample message — an example of what you'll send
- Estimated monthly volume
Handled by Voka for you: the opt-in / consent workflow, the verbal opt-in script, privacy and terms URLs, and STOP/START/HELP keyword handling are all submitted to the carrier on your behalf. You'll confirm two acknowledgements (a TCPA acknowledgement and the SMS Terms of Service) before submitting.
After you click Activate SMS, a review screen summarizes your details — confirm and submit.
Verification status
Watch progress on SMS → Setup, which refreshes automatically while review is pending.
| Status shown | Meaning |
|---|---|
| Not yet submitted | Number provisioned, not yet sent to carriers. |
| Under review | Submitted and under carrier review. |
| Carrier review | Awaiting carrier (vendor) review. |
| Action required | The carrier needs additional information. |
| Active | Approved — your number can send and receive. |
| Rejected | The request was declined. Review your details and Resubmit. |
Timing: carrier verification typically takes 2–5 business days, though it can occasionally take longer — carriers, not Voka, control the timeline. You don't need to keep the page open; the status updates on its own, and you can send as soon as the number shows Active.
If verification is rejected
Rejections are usually caused by a vague use-case description, a website that isn't live or publicly reachable, or a contact email that doesn't match the business domain. Update those details and Resubmit from SMS → Setup.
Using More Than One Number
Businesses can run up to 5 toll-free numbers — useful for separating locations or brands.
- Add or remove numbers from SMS → Setup. Each additional number goes through its own verification and adds a small monthly fee.
- Assign a number to a specific assistant with the assistant's Send from setting.
- One number is your primary. It's used whenever an assistant is set to the company default, and it can't be removed while other numbers exist (set another number as primary first).
When sending, Voka chooses the number in this order: the assistant's assigned number → your primary number → any other verified number.
Configure an Assistant
SMS behaves per assistant. Open the assistant and go to its SMS tab.
| Setting | What it does | Default |
|---|---|---|
| Enable SMS | Master switch for this assistant. Turning it on installs the in-call texting tool. | Off |
| Send from | Which verified toll-free number this assistant texts from (when you have more than one). | Company default |
| SMS Display Name | A short business name written inside messages so customers know who's texting (carriers don't allow custom sender names on toll-free). | Empty |
| SMS Link Library | The booking, website, or custom links your assistant is allowed to text. See Sending Messages. | Empty |
| Send the booking link | Texts your booking link after the caller consents — either during the call (ask first) or automatically when the call ends. | On (ask first) |
| Two-Way Conversations (Beta) | Lets customers reply and have the assistant respond. See Receiving Messages. | Off |
Coming soon: automated appointment confirmations, appointment reminders, and missed-call follow-ups appear in the SMS tab marked Coming soon and are not yet active. Today, SMS is sent during/after calls (in-call links) and as two-way replies.
Send a Test Message
Once your number is Active, you can send a real test text from any assistant that has SMS enabled:
- Go to AI Assistants and open the assistant's Test options.
- Choose Send a Test Text (this option appears only when SMS is enabled for that assistant).
- In the dialog, enter the recipient's mobile number and a short message (up to 160 characters; a sample message is pre-filled).
- Click Send.
The test is sent from the assistant's verified toll-free number.
Note: this sends a real SMS — standard messaging rates may apply, and test messages count toward your monthly usage.
Plans & Pricing
SMS is a paid monthly add-on with two tiers. Each tier includes a monthly message allotment; messages beyond it are billed as per-message overage. Additional toll-free numbers are a small extra monthly fee.
| Plan | Included / month | Overage |
|---|---|---|
| SMS Starter | 200 messages | per-message rate |
| SMS Pro | 500 messages | lower per-message rate |
Inbound texts you receive are free; messages your assistant sends (including two-way replies and tests) count toward usage.
See Pricing Details for current figures.
Troubleshooting Setup
- Stuck on "Under review" — carrier verification typically takes 2–5 business days, occasionally longer. The status updates automatically; no action needed.
- Verification rejected — tighten your use-case and confirm your website is live and public, then resubmit from SMS → Setup.
- Messages won't send — confirm the assistant has Enable SMS on and at least one number shows Active.
- A customer isn't receiving texts — check whether they previously replied STOP; opted-out numbers are blocked until they text START.
Related Resources
- 📤 Sending messages: Sending Guide
- 📥 Receiving & two-way: Receiving Guide
- 📋 Message templates: Templates
- ✅ Compliance: Best Practices
- 💳 Pricing: Billing & Pricing