How to Send and Receive SMS Text Messages in TSN Phone

Applies to: Windows 10/11, macOS, iPhone, iPad, Android, and Supported Web Applications
Difficulty: Beginner
Estimated Time: 3–5 minutes

Overview

TSN Phone allows eligible users to send and receive business SMS text messages using telephone numbers assigned to their organization. SMS provides a convenient way to communicate with customers, vendors, and other business contacts without using your personal mobile telephone number. Depending on your organization’s configuration, SMS conversations may be available through the TSN Phone desktop application, mobile application, or other approved messaging interfaces. This guide explains how to send and receive SMS messages, review conversations, understand delivery statuses, and troubleshoot common messaging issues.

Before You Begin:

  • Make sure you have an active TSN Phone account.
  • Confirm that SMS messaging has been enabled for your organization.
  • Verify that you have permission to use an SMS-enabled business telephone number.
  • Sign in to your approved TSN Phone application.
  • Make sure your device is connected to the internet.
  • Have the recipient’s mobile telephone number available.

Important: Not every TSN Phone extension or telephone number supports SMS. True Synergy Networks manages SMS numbers, permissions, and provider configuration.

Note: Your organization may use a shared SMS-enabled telephone number that is accessible to multiple authorized employees.

Understanding Business SMS Messaging

TSN Phone SMS allows you to exchange text messages with external telephone numbers through your organization’s business phone system.

SMS

SMS stands for Short Message Service. SMS is primarily used to send text-based messages.
Common uses include:

  • Appointment confirmations.
  • Customer follow-ups.
  • Service updates.
  • Scheduling questions.
  • Business-related conversations.

MMS

MMS stands for Multimedia Messaging Service. When supported, MMS may allow you to send or receive:

  • Images.
  • Photographs.
  • Other supported multimedia attachments.

Note: MMS availability depends on your organization’s messaging service, telephone provider, and application capabilities. Do not assume that image messaging is enabled simply because SMS texting is available.

Internal Chat vs. SMS

TSN Phone may include two separate messaging features.

Internal Chat: Used to communicate with coworkers within your organization’s TSN Phone system.
SMS Messaging: Used to communicate with external mobile telephone numbers through an SMS-enabled business number.

Important: Internal Chat and SMS are separate services. An extension may have access to one without having access to the other.

Windows or Mac — Send an SMS Message

Step 1: Open TSN Phone

  1. Open the approved TSN Phone desktop application.
  2. Sign in using your assigned account.
  3. Confirm that the application is connected.
  4. Locate the SMS icon in the application toolbar.

Note: The SMS icon may not appear if messaging has not been enabled for your account.

Step 2: Open SMS

  1. Click the SMS icon.
  2. Wait for the SMS window to open.
  3. Review any existing conversations.
  4. Locate the search field.

Step 3: Select a Recipient

  1. Enter the recipient’s mobile telephone number or contact name.
  2. Review the available search results.
  3. Select the correct recipient.
  4. Open the SMS conversation.

Recommendation: Use the recipient’s full telephone number, including the appropriate country code when required.

Important: Verify the recipient’s number before sending business information.

Step 4: Write Your Message

  1. Click the message entry field.
  2. Type your message.
  3. Review the contents.
  4. Confirm that you are using the appropriate business telephone number, if your application provides a number selector.
  5. Click the Send SMS button.

Example Message:

“Hello, this is John with Example Company. I’m following up regarding your appointment tomorrow at 10:00 AM. Please let us know if you have any questions.”

Note: In some desktop application versions, pressing Enter inserts a new line. Use the Send SMS icon to send the message.

Step 5: Review the Message Status

After sending, the message may display a status such as:

  • Sending: The application is processing the message.
  • Sent: The message was accepted for sending.
  • Failed: The message could not be sent successfully.

Important: A Sent status does not necessarily mean the recipient’s phone received the message. It may only confirm that the messaging service accepted it for processing.

Windows or Mac — Send an SMS From Contacts

You may also be able to start an SMS conversation directly from a contact.

Step 1: Open Contacts

  1. Open TSN Phone.
  2. Navigate to Contacts or Directory.
  3. Search for the contact you want to message.

Step 2: Start SMS

  1. Right-click the contact.
  2. Select Send SMS, if available.
  3. Confirm the telephone number.
  4. Enter your message.
  5. Click Send SMS.

Note: The Send SMS option may not appear if the contact does not have a supported telephone number or your extension is not authorized for SMS.

Windows or Mac — Read and Reply to SMS

Step 1: Open Your SMS Inbox

  1. Open TSN Phone.
  2. Click the SMS icon.
  3. Review your conversation list.
  4. Select the conversation containing the new message.

Step 2: Read the Message

  1. Open the conversation.
  2. Review the sender’s telephone number.
  3. Read the incoming message.
  4. Confirm that the conversation belongs to the intended customer or contact.

Step 3: Reply

  1. Click the message entry field.
  2. Type your response.
  3. Review the message.
  4. Click Send SMS.

Note: The conversation may be synchronized across supported TSN Phone applications.

iPhone or iPad — Send an SMS Message

Step 1: Open TSN Phone

  1. Open the approved TSN Phone mobile application.
  2. Sign in using your assigned account.
  3. Confirm that your device is connected to the internet.

Step 2: Open SMS

  1. Locate SMS, Messages, or the available messaging icon.
  2. If the option is not visible, check the application’s More menu.
  3. Tap SMS.
  4. Review your existing conversations.

Step 3: Start a Conversation

  1. Tap the new message or compose icon.
  2. Enter the recipient’s mobile telephone number.
  3. Select the matching contact if appropriate.
  4. Confirm the intended recipient.

Step 4: Send Your Message

  1. Tap the message field.
  2. Type your message.
  3. Review the contents.
  4. Tap Send.
  5. Confirm that the message appears in the conversation.

Important: Business SMS messages should be sent through the TSN Phone application, not your personal iPhone Messages application, when you intend to use your organization’s business telephone number.

Note: The interface may differ depending on your installed TSN Phone mobile application version.

iPhone or iPad — Receive SMS Messages

Step 1: Open the SMS Inbox

  1. Open TSN Phone.
  2. Navigate to SMS.
  3. Locate the conversation containing the new message.
  4. Tap the conversation.

Step 2: Reply

  1. Read the incoming message.
  2. Verify the sender when necessary.
  3. Enter your response.
  4. Tap Send.

Note: If your organization uses a shared SMS number, other authorized employees may also have access to the conversation.

Android — Send an SMS Message

Step 1: Open TSN Phone

  1. Open the approved TSN Phone application.
  2. Confirm that you are signed into your account.
  3. Check your internet connection.

Step 2: Locate SMS

  1. Open SMS, Messages, or the available messaging section.
  2. If necessary, check the More menu.
  3. Tap the option to start a new SMS conversation.

Step 3: Enter the Recipient

  1. Type the recipient’s mobile telephone number.
  2. Select the correct contact if search results appear.
  3. Confirm the number.

Step 4: Send Your Message

  1. Tap the message field.
  2. Enter your message.
  3. Review it for accuracy.
  4. Tap Send.
  5. Confirm that the message appears in your conversation history.

Important: Sending an SMS through TSN Phone is different from sending a text through your Android device’s default Messages application.

Android — Receive and Reply to SMS

  1. Open TSN Phone.
  2. Navigate to SMS.
  3. Select the conversation containing the new message.
  4. Read the message.
  5. Enter your reply.
  6. Tap Send.

Note: Available messaging controls and notification behavior depend on your Android device and the TSN Phone application version.

How to Manage SMS Notifications

TSN Phone may provide notifications when new business text messages arrive.

Windows or Mac

  1. Open TSN Phone.
  2. Navigate to Settings or Preferences.
  3. Review the available messaging and notification options.
  4. Confirm that applicable SMS notifications are enabled.
  5. Review your operating system’s notification permissions.

Note: Some application versions offer additional notification sound settings.

iPhone or iPad

  1. Open your device’s Settings.
  2. Tap Notifications.
  3. Locate the approved TSN Phone application.
  4. Enable Allow Notifications.
  5. Enable sounds and other preferred notification options.
  6. Return to TSN Phone.

Note: TSN Phone may use separate notifications for incoming calls, internal Chat, and SMS messages.

Android

  1. Open Settings.
  2. Select Apps.
  3. Locate the TSN Phone application.
  4. Tap Notifications.
  5. Confirm that notifications are enabled.
  6. Enable applicable message notifications, if separate categories are available.

Note: Android notification controls may differ by manufacturer and operating system version.

Understanding Shared Business SMS Numbers

Your organization may assign the same SMS-enabled business telephone number to multiple employees.

For example:

  • Reception and Customer Service may use the same texting number.
  • Several authorized employees may respond to customer messages.
  • Conversations may be accessible across the assigned extensions.

How Shared Messaging Works

  1. A customer sends a text message to your organization’s business number.
  2. The message becomes available to authorized employees sharing that number.
  3. An employee opens the conversation and replies.
  4. Other authorized employees may also see the conversation and its messages.

Important: Messages associated with a shared SMS number are not necessarily private to the employee who sent or received them.

Recommendation: Coordinate with coworkers to avoid sending duplicate responses to customers.

Note: Supported desktop application versions may identify which coworker sent a particular message in a shared SMS conversation.

How to Check Which SMS Number You Are Using

Depending on your application version:

  1. Open TSN Phone.
  2. Navigate to your profile or Personal Information.
  3. Review any SMS number listed.
  4. If several business numbers are available, verify the sender number in the SMS interface before starting a conversation.

Note: Some organizations use a shared company SMS number rather than assigning a separate SMS number to every extension.

If you are unsure which number customers will see, contact True Synergy Networks.

How to Search Previous SMS Conversations

Supported desktop application versions provide search functionality.

Step 1: Open SMS

  1. Open TSN Phone.
  2. Click SMS.
  3. Locate the search field.

Step 2: Search

  1. Enter a contact name, telephone number, or message-related text.
  2. Review the available results.
  3. Open the matching conversation.

Note: Search functions may vary by desktop and mobile application version.

How to Delete an SMS Conversation

Depending on your application’s permissions, you may be able to remove messages or entire conversations from the messaging interface.

Step 1: Open SMS

  1. Open TSN Phone.
  2. Navigate to your SMS conversations.
  3. Select the conversation you want to manage.

Step 2: Review Available Actions

  1. Open the conversation’s options.
  2. Look for Delete or the available removal control.
  3. Review the action carefully before proceeding.

Important: Do not delete business SMS conversations unless permitted by your organization’s record retention policies.

Deleting a message from the application does not necessarily remove it from provider logs, other shared users’ records, or administrator-managed systems.

If you need assistance with message retention or deletion, contact True Synergy Networks.

Understanding SMS Delivery Statuses

An outgoing SMS may display one of several statuses.

Sending

The message is currently being processed.

Allow the application time to complete the request.

Sent

The messaging service accepted the message for sending.

Important: Sent does not guarantee delivery to the recipient’s device.

Failed

The messaging service could not successfully process the message.

If available, select Retry after verifying the recipient and message contents.

Note: Message delivery may fail for various reasons, including incorrect numbers, provider restrictions, unsupported destinations, or temporary service interruptions.

SMS Messaging Best Practices

When communicating with customers through TSN Phone:

  • Keep messages professional and concise.
  • Identify your business when starting a new conversation.
  • Verify the recipient before sending sensitive information.
  • Avoid sending passwords, authentication codes, or payment card information.
  • Respect customer requests to stop receiving text messages.
  • Use only approved business telephone numbers.
  • Coordinate replies when using a shared SMS number.

Important: Business SMS is subject to applicable consent, opt-out, and messaging compliance requirements. Do not use TSN Phone for unsolicited bulk marketing or automated campaigns unless explicitly authorized by your organization and compliant with applicable requirements.

Note: SMS is not guaranteed to provide end-to-end encryption. Use an approved secure communication method for sensitive information.

Troubleshooting

I Cannot Find the SMS Option

If the SMS icon does not appear:

  1. Confirm that you are signed into the correct TSN Phone account.
  2. Check whether SMS service has been enabled for your organization.
  3. Verify that you are using an approved application version.
  4. Close and reopen the application.
  5. Contact True Synergy Networks if SMS is still unavailable.

Note: SMS requires an SMS-enabled number to be associated with an authorized extension or shared messaging configuration.

I Receive a No SMS Number Assigned Message

If the application displays No SMS number assigned:

  1. Confirm that you are signed into the correct extension.
  2. Verify that your organization has provided SMS access.
  3. Contact True Synergy Networks.

Important: SMS number assignments are managed by TSN. Users cannot enable an unassigned number through their application settings.

My SMS Message Failed to Send

If a message shows Failed:

  1. Verify the recipient’s mobile telephone number.
  2. Confirm that you are connected to the internet.
  3. Check that you have selected an authorized SMS number.
  4. Review the message for unsupported content.
  5. Select Retry if available.

If the issue continues, contact True Synergy Networks.

Important: Do not repeatedly resend the same message without checking whether the customer received it. Duplicate messages can cause confusion.

My Message Says Sent, but the Customer Did Not Receive It

If a message displays Sent but the recipient reports not receiving it:

  1. Confirm that the telephone number is correct.
  2. Ask the recipient to check their text messaging application.
  3. Verify that the number can receive SMS.
  4. Record the approximate time the message was sent.
  5. Contact True Synergy Networks if the problem continues.

Note: A Sent status does not guarantee final delivery. TSN may need to investigate messaging provider records or delivery reports.

I Am Not Receiving Incoming SMS Messages

If customers report sending messages that do not arrive:

  1. Confirm that you are using the correct SMS-enabled business number.
  2. Check that you are signed into TSN Phone.
  3. Verify your internet connection.
  4. Refresh or reopen the SMS conversation list.
  5. Check whether the number is shared with other employees.

If messages remain missing, contact True Synergy Networks.

Important: Incoming SMS routing and provider connectivity are managed by TSN.

SMS Notifications Are Not Working

If messages arrive but you do not receive alerts:

  1. Confirm that application notifications are enabled.
  2. Review your device’s notification settings.
  3. Check whether Do Not Disturb or Focus mode is active.
  4. Confirm that TSN Phone can run in the background.
  5. Ask an authorized coworker to send a test message.

If notifications continue to fail, contact True Synergy Networks.

I Cannot Send a Picture

If an image or attachment will not send:

  1. Confirm that your organization supports MMS.
  2. Check whether your application offers an attachment option.
  3. Verify that the file type and size are supported.
  4. Check your internet connection.
  5. Contact True Synergy Networks if the issue continues.

Note: Some business texting configurations support SMS text messages but do not support MMS attachments.

I See Messages Sent by Another Employee

If you notice responses from a coworker in the same conversation:

  1. Check whether your organization uses a shared SMS number.
  2. Review the conversation.
  3. Coordinate with the coworker before responding again.

Note: Shared-number messaging allows multiple authorized employees to participate in the same customer conversation.

If you believe you have access to messages you should not see, contact True Synergy Networks.

SMS Conversations Are Not Synchronizing

If your desktop and mobile applications show different messages:

  1. Confirm that both applications use the same assigned account.
  2. Verify that both devices are connected to the internet.
  3. Check whether they are approved application versions.
  4. Close and reopen the affected application.
  5. Allow time for messages to synchronize.

If the issue continues, contact True Synergy Networks.

I Accidentally Sent a Message to the Wrong Number

If a text message was sent to an unintended recipient:

  1. Stop sending additional messages.
  2. Review the information that was disclosed.
  3. Notify the appropriate supervisor when required.
  4. Contact True Synergy Networks if the message contained sensitive or confidential information.

Important: Deleting a sent SMS from your application does not recall it from the recipient’s phone.

A Customer Requests That We Stop Texting Them

If a customer asks to stop receiving messages:

  1. Acknowledge the request when appropriate.
  2. Do not send additional promotional messages.
  3. Follow your organization’s approved opt-out procedure.
  4. Notify the appropriate employee or department responsible for messaging compliance.

Important: Opt-out and consent requirements may apply to business text messaging. Do not attempt to bypass messaging restrictions or contact someone from another business number after they have opted out.

Additional Information

  • TSN Phone SMS supports business text messaging for authorized users.
  • SMS requires a properly configured and enabled business telephone number.
  • SMS is separate from internal employee Chat.
  • Supported desktop and mobile applications can synchronize SMS conversations.
  • Shared SMS numbers may be accessible to multiple authorized employees.
  • Sent status does not necessarily confirm successful delivery.
  • MMS attachments may be available depending on the messaging provider and organization settings.
  • SMS notification settings depend on the application and device.
  • Business texting must follow applicable consent and opt-out requirements.
  • True Synergy Networks manages SMS number assignments, provider connections, messaging permissions, and advanced troubleshooting.

Security Reminder: Only use authorized business SMS numbers and approved TSN Phone applications. Never send passwords, verification codes, payment card information, or other confidential data over ordinary SMS. Verify recipients before sending, respect customer opt-out requests, and remember that messages sent from shared business numbers may be visible to other authorized employees. If you notice suspicious messages, unauthorized access, or unexpected messaging activity, contact True Synergy Networks immediately.