> ## Documentation Index
> Fetch the complete documentation index at: https://help.coachiq.io/llms.txt
> Use this file to discover all available pages before exploring further.

# SMS Messages - Setup and Best Practices

> Set up your business phone number and send text messages through CoachIQ. Learn SMS best practices, costs, and how to manage text conversations.

<Info>
  **Where to find this**: Dashboard → Settings → SMS Number (for setup) Dashboard → Inbox → Create New → SMS (for sending)
</Info>

## Why SMS messaging matters

SMS gives you a direct line to athletes and parents through text messaging - the communication channel with a 98% open rate. Unlike app-based messages, SMS reaches everyone with a phone, making it perfect for urgent updates and reaching parents who don't use the CoachIQ app.

## Your business phone number

CoachIQ provides you with a dedicated business phone number for professional text communication. This keeps your personal number private while maintaining professional boundaries.

### How it works

* You get a unique phone number exclusively for your coaching business
* Send and receive texts through CoachIQ (desktop or mobile app)
* Parents can call this number (with call forwarding to your phone)
* All messages stay organized in your Inbox
* Full conversation history maintained

<Note>
  **Behind the scenes**: CoachIQ uses enterprise-grade SMS infrastructure to ensure reliable message delivery and compliance with messaging regulations.
</Note>

## Setting up SMS messaging

<Steps>
  <Step title="Navigate to SMS settings">
    Go to **Settings** (bottom left of dashboard) → **SMS Number**

    <Frame>
      <img src="https://mintcdn.com/coachiq/jk9-mTBI8ePm3TlN/images/sms-number-signup.png?fit=max&auto=format&n=jk9-mTBI8ePm3TlN&q=85&s=a712722c93309cac3bcf76a6f47ec307" alt="Sms Number Signup" width="1618" height="2586" data-path="images/sms-number-signup.png" />
    </Frame>
  </Step>

  <Step title="Complete 10DLC registration">
    You'll see the 10DLC Compliance form. This is required by law for business texting.

    Select your business type:

    * **Sole Proprietor**: Individual coaches
    * **Business**: Established coaching businesses, academies, facilities

    Enter your preferred area codes (primary and backup).
  </Step>

  <Step title="Submit your application">
    Click **Begin** to submit your application. The information goes through verification to ensure compliance with business messaging regulations.

    <Warning>
      **Processing time**: Approval typically takes **one week**. This is standard for business number verification and ensures your messages won't be blocked as spam.
    </Warning>
  </Step>

  <Step title="Configure call forwarding (optional)">
    Once approved, set up call forwarding in your settings:

    * Parents can call your business number
    * Calls redirect to your personal phone
    * You answer without revealing your personal number

    <Tip>
      **Pro setup**: Forward calls during business hours only by updating the redirect number based on your schedule.
    </Tip>
  </Step>

  <Step title="Start texting">
    Once approved, you'll see a confirmation and can immediately start sending SMS messages through your Inbox.

    <Check>
      **You're ready!** Your professional SMS system is now active.
    </Check>
  </Step>
</Steps>

## Sending SMS messages

### Individual SMS conversations

<Steps>
  <Step title="Create new SMS message">
    Go to **Inbox** → **Create New** → Select **SMS**
  </Step>

  <Step title="Select recipient">
    Type the athlete or parent's name. They must have a phone number in their profile.
  </Step>

  <Step title="Compose your message">
    Write your message (up to 1400 characters for individual conversations).

    Example: Hi John, practice is moved to 4pm today due to weather. Please confirm you received this. Coach Mike
  </Step>

  <Step title="Add attachments (optional)">
    Attach forms, sessions, products, or media. These appear as clickable links in the text.
  </Step>

  <Step title="Send">
    Click Send. The recipient receives a text from your business number instantly.
  </Step>
</Steps>

### Mass SMS messages

Perfect for team-wide urgent updates:

<Frame>
  <img src="https://mintlify.s3.us-west-1.amazonaws.com/coachiq/sms-client-filter.png" alt="CoachIQ mass SMS composer with recipient filter for group texting" />
</Frame>

<Steps>
  <Step title="Select multiple recipients">
    Use tags or select multiple individuals (remember: 155 character limit for mass texts)
  </Step>

  <Step title="Write concise message">
    Practice CANCELLED tonight due to storm. Check app for makeup session. -Coach
  </Step>

  <Step title="Send to all">
    One click sends to everyone selected
  </Step>
</Steps>

## SMS costs and limits

### Pricing structure

* **Cost per message**: \$0.0079 (both sent and received)
* **Example costs**:
  * Text to 1 athlete = \$0.008
  * Team announcement to 50 = \$0.40
  * Monthly texts to 100 athletes (4 messages each) = \$3.16

### Character limits

<Warning>
  **Important limits to remember:**

  * **Mass messages**: 155 characters maximum
  * **Individual conversations**: 1400 characters maximum
  * **No emojis**: Emojis break character encoding and increase costs
</Warning>

### Message segments

* Standard SMS: 160 characters
* Messages over 160 characters split into segments
* Each segment counts as a separate message for billing
* 1400 character limit = approximately 9 segments

## Managing SMS conversations

### Two-way texting

* Athletes and parents can reply directly
* Replies appear in your Inbox immediately
* Full conversation threading maintained
* Reply costs apply (\$0.0079 per inbound message)

### Call handling

<Info>
  **Important**: You cannot make outbound calls from your CoachIQ number, but:

  * Parents/athletes CAN call your business number
  * Calls forward to your designated phone
  * Set redirect number in Settings → SMS Number
</Info>

## Best practices

<AccordionGroup>
  <Accordion title="When to use SMS vs In-App">
    **Use SMS for:**

    * Practice cancellations
    * Weather updates
    * Last-minute schedule changes
    * Reaching parents (not just athletes)
    * Time-sensitive reminders

    **Use In-App for:**

    * Detailed feedback
    * Non-urgent updates
    * Cost-sensitive communication
    * Rich media sharing
  </Accordion>

  <Accordion title="Writing effective SMS messages">
    * **Front-load critical info**: "CANCELLED: Tonight's practice..."
    * **Include your name/title**: Parents might not recognize the number
    * **Request confirmation**: "Reply YES if you received this"
    * **Time stamps**: "Updated 3:45pm" for changing situations
    * **Clear action items**: "Pick up at WEST entrance today"
  </Accordion>

  <Accordion title="Managing costs">
    * Use In-App for regular communication
    * Reserve SMS for truly urgent matters
    * Create contact groups to avoid duplicate texts
    * Monitor monthly usage in your billing section
    * Consider announcement + SMS combo (announce first, SMS reminder for urgent items)
  </Accordion>
</AccordionGroup>

## Common questions

<AccordionGroup>
  <Accordion title="What if my application is denied?">
    This is rare but can happen if information is incomplete. Contact support to understand the issue and resubmit with corrected information.
  </Accordion>

  <Accordion title="Can I change my business number later?">
    Yes, but you'll need to go through the approval process again. Your conversation history remains intact.
  </Accordion>

  <Accordion title="Do group SMS messages show everyone's replies?">
    No, replies come back as individual conversations to maintain privacy.
  </Accordion>

  <Accordion title="What happens if someone calls my business number at night?">
    Calls forward to whatever number you've set. Consider updating your redirect number or using do-not-disturb on your personal phone.
  </Accordion>

  <Accordion title="Can I text internationally?">
    Yes, but international rates vary by country. Contact support for specific international pricing.
  </Accordion>
</AccordionGroup>

## Pro tips

<Tip>
  **Save templates**: Keep common messages saved in your notes: "Practice moved to \[TIME] due to \[REASON]. Location: \[PLACE]. Reply to confirm."
</Tip>

<Tip>
  **Timing matters**: Send practice changes at least 2 hours before when possible. Parents need time to adjust schedules.
</Tip>

<Tip>
  **Cost control**: Set a monthly SMS budget. At $0.008/text, $10/month = \~1,250 messages.
</Tip>

## SMS limitations

* Cannot delete sent messages
* No formatting (bold, italic, etc.)
* Links must be typed out fully
* No emojis to maintain cost efficiency
* Cannot make outbound calls (receive only)

## Related articles

* [In-App Messages - Direct Athlete Communication](/inbox/in-app-messages)
* [Inbox Overview](/inbox/inbox-overview)
* [Announcements](/inbox/announcements)
* [Using Tags for Group Messages](/inbox/using-tags-for-group-messages)