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Virtual Office SMS FAQ in 8x8 Express
8x8 Support

Virtual Office SMS FAQ in 8x8 Express

US 8x8 Virtual Office customers using Unlimited or Global extensions are able to communicate via SMS (or texting) over any Virtual Office platform: Mobile, Desktop or Online. In addition to the FAQ below, you may also find these additional resources helpful:

What devices are supported?

On iOS and Android, you can use Virtual Office Mobile.

You can also send and receive SMS messages on Mac and Windows computers using the Virtual Office Desktop app or Virtual Office Online in a web browser.

What types of 8x8 accounts are supported?

Currently, SMS is supported on Virtual Office Unlimited, Global extensions with US phone numbers, X-Series X2 licenses and above, and 8x8 Express. Basic, Metered, Dormant, and Virtual Extensions are not supported.

What types of 8x8 numbers are not supported?

Currently Virtual Numbers and Toll Free numbers cannot be used for SMS.

Is SMS supported on Canadian or UK 8x8 phone numbers?

SMS is supported on 8x8 phone numbers in Canada but not the UK.

Can I exchange SMS messages with international contacts?

You can receive SMS messages from any global phone number. However, you can only send messages to numbers in the United States and Canada. 

Can I send/receive SMS pictures or group texts?

No. Currently, we only support sending and receiving SMS plain-text messages to and from individual numbers.

Can I message co-workers (on the same 8x8 PBX)?

Clicking on the message bubble to send messages to a co-worker in your 8x8 Company Directory will only send instant messages (IM), not SMS messages.

What is the difference between 8x8 Virtual Office IM and 8x8 Virtual Office SMS?

8x8 IM (instant messaging) service is used to communicate between 8x8 extensions in a commonly shared Virtual Office PBX. 8x8 SMS (short messaging service) is a standards-based platform to send messages (up to 160 characters) to mobile devices that are not associated with an 8x8 Virtual Office PBX.

How can I disable SMS?

In Account Manager, SMS can be turned off (and back on) at a company-wide level by your 8x8 account administrator(s).

In Configuration Manager, SMS can be turned off (and back on) through Profile Policies by your 8x8 account administrator(s).

Which cell phone carriers support 8x8 Virtual Office SMS?

Virtually all cell phone carriers will work with 8x8 Virtual Office SMS.

Where can I see SMS messages sent to my 8x8 number?

In any Virtual Office platform—Mobile, Desktop, or Online.

If I'm logged into Virtual Office on my PC/Mac and mobile device simultaneously, will I receive messages on both?

Yes, you will receive incoming IM and SMS messages on both your computer and mobile device if you are logged into Virtual Office on both when the message is received.

You can see messages sent from one device on any other device running a Virtual Office application you are logged in to, as well as continue an IM/SMS conversation. To view IMs or SMS messages, click the Messages icon in the navigation bar of Virtual Office Desktop or Virtual Office Mobile.
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Note: Do you see other options in Virtual Office Desktop? Download the most recent version of Virtual Office Desktop for PC (Windows) or macOS. Go to Virtual Office Settings and check the box next to Switch to New Experience.

What happens to messages I receive when I'm offline or away?

If you're not logged in to Virtual Office on your mobile device or PC/Mac and someone sends you a message, the first device you log into will receive notification of the missed message. The other device will not receive notification of the missed message. If you're logged in to Virtual Office on only your PC/Mac and receive a message when you're away from your desk, after logging into your mobile device, you will not receive the "missed" message. This is because the message was sent to Virtual Office on your PC/Mac. You can view and continue the missed conversation in Virtual Office Desktop.

Can I click URLs in SMS messages to open a web browser or add/view calendar entries?

Currently, this functionality is only available in Virtual Office Mobile (and not in the Desktop or Online platforms).

Can I click to call phone numbers in SMS messages?

Yes. Please note that, by default, clicking a phone number from an SMS message in Virtual Office Mobile will launch the call with your cell phone's number and carrier minutes, not your 8x8 number and minutes.

How long are SMS messages preserved in my History?

SMS messages are available in your contact History in Virtual Office Desktop, Online, or Mobile indefinitely.


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