How do I choose which phone number sends a text, or which of a contact's numbers receives it?

If your agency has more than one texting number, or a contact has more than one phone number, you can pick both the sending number (From) and the receiving number (To) before you send. This matters when, for example, a family member has both a cell and a work number on file.

How the sending number is chosen

If you do not pick a From number, ASNSpark! CRM uses this order:

1. A number you selected manually for the message.
2. The phone number assigned to you as a user, if it can send texts.
3. The number already used in that contact's conversation.
4. Your account's default outbound number.

Choose the From number

1. Go to Conversations and open the contact's conversation.
2. Select SMS in the message composer.
3. Click the From dropdown and choose the business number to use.
4. Write your message, check the From number and click Send.

Admins can choose from all numbers on the account. Other users see the default, last-used, assigned-to-them and unassigned numbers available to them.

Choose the contact's To number

1. Open the contact's conversation and select SMS.
2. If the contact has more than one number, click the To dropdown.
3. Choose the number to text, confirm it and send.

A contact can have up to 11 phone numbers, with one marked Primary. If there is no earlier conversation, the primary number is used.

Check which number sent a text

1. In the conversation, hover over the text message.
2. Click the three-dot menu and select Details.
3. Review the sending number.

Common questions

• Why is a text still going out from an older number? The conversation is still tied to that number. Pick the new number in the From dropdown.
• Can I send from any number? No. It must belong to your account and be able to send texts.
• What about texts sent by workflows or bulk texts? Those use their own sender settings, set in the workflow.
• Does choosing a number get around opt-outs? No. Texting registration, DND and opt-out rules still apply.

Have a question about your own account? Submit a ticket and our team will follow up.