Phone number FAQs for voice and text

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<p id="docs-hc-snippet" style="display: none;">Use the following FAQs to help you understand more about the availability, pricing, and requirements of numbers for voice and text.</p>
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<p id="docs-ai-summary-content">This article explains phone number availability, pricing, and requirements for voice and text. You learn when business verification is needed, how call charges and text message segments are billed, why international calling and texting must be enabled by support, and that vanity numbers aren’t available. It also covers trial limits, SMS and MMS restrictions, and where to check number porting and forwarding options.</p>
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<p class="p">Use the following FAQs to help you understand more about the availability, pricing, and
requirements of numbers for voice and text.</p>
<p class="p">For information about Embedded voice and digital lines, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408830696090" target="_blank">Understanding Embedded voice</a>.</p>
<p class="p">For information about SIP-IN lines, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8397091234586" target="_blank">Adding a SIP-IN line</a>.</p>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_hbl_bp2_kfb">
<h2 class="title topictitle2" id="ariaid-title2">Are there any address requirements to set up a phone number for voice or text?</h2>
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<p class="p">To purchase phone numbers in certain countries, you'll first need to verify your
business. For a full list of requirements, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824253978" target="_blank">Zendesk voice and text number regulatory
requirements</a>. For more information about how to verify your business for
phone number purchasing, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826639386" target="_blank">Verifying your business for purchasing a Zendesk phone number
</a>.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_v1s_myl_kfb">
<h2 class="title topictitle2" id="ariaid-title3">What is the pricing and availability for phone numbers?</h2>
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<p class="p">If you're on a trial, a phone number is included. After the trial, you can purchase
more numbers. You can find all the information you need about the cost of a phone
number, how to port an existing number to Zendesk, and how to forward your existing
number in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846483482" target="_blank">Zendesk number availability and
pricing</a>.</p>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_lxw_zr2_kfb">
<h2 class="title topictitle2" id="ariaid-title4">How do I understand my Talk bill?</h2>
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<p class="p">Talk is billed monthly and appears separately in your account.</p>
<p class="p">Calls are charged per minute, rounded up to the nearest minute. For information about
the base charge for calls and recordings, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846483482" target="_blank">Zendesk Talk number availability and pricing</a>.</p>
<div class="p">Calls have three components, each of which contribute toward the price you pay for
the service:<ol class="ol" id="topic_lxw_zr2_kfb__ol_tvw_xs2_kfb">
<li class="li">
<strong class="ph b">Inbound leg</strong>: This charge is from the moment the caller hears a
greeting, until the moment they hang up, and is usually the largest portion
of the call cost.</li>
<li class="li">
<strong class="ph b">Outbound leg</strong>: This is the part of the call where the caller is
connected to an available agent. The cost of this will vary. For example, if
the agent answers in a browser, it will be less expensive than if the call
is forwarded to the agents phone.</li>
<li class="li">
<strong class="ph b">Conference</strong>: This is the part of the call once the agent and caller
are connected. There is no charge for the conference, but there is a small
charge for the recording of the conference.</li>
</ol>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_sgm_tr2_kfb">
<h2 class="title topictitle2" id="ariaid-title5">Can I use special phone numbers?</h2>
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<p class="p">While you can search for specific phone numbers to purchase (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824192026" target="_blank">Adding Zendesk phone numbers</a>), you cannot purchase
special numbers (also known as vanity numbers). <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Contact Zendesk customer support</a> if you want to purchase
a special number.</p>
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<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_ext_qr2_kfb">
<h2 class="title topictitle2" id="ariaid-title6">What is the pricing and availability for phone numbers for text?</h2>
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<p class="p">Text usage pricing includes phone numbers and per-message fees. There is no
additional charge for end users to send text messages to your support number. They
only pay any charges specified by their provider.</p>
<p class="p">Text messages are charged <em class="ph i">per segment</em>. Segments are typically 160 characters
or 70 characters if you include an emoji or other non-standard character. When you
send a message that exceeds these limits, you'll be charged for additional
segments.</p>
<p class="p">For details about the availability and pricing of phone numbers and segments for
text, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843672346" target="_blank">Text number availability and pricing</a>.</p>
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<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_n3v_ffn_fpd">
<h2 class="title topictitle2" id="ariaid-title7">Is international calling and texting enabled by default?</h2>
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<p class="p">No, to enable international calling and texting on your account, the
account owner must contact <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a> indicating the phone
line(s).</p>
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<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_n3v_ffn_fpb">
<h2 class="title topictitle2" id="ariaid-title8">Are there any restrictions for using SMS and MMS messages?</h2>
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<p class="p">You can communicate with end users over text. This texting occurs over SMS
and MMS technology powered by Zendesk’s third party telephony service provider,
Twilio. You can't use Text while you're on a trial plan.</p>
<p class="p">Due to phone carrier restrictions on the use of SMS and MMS, Twilio
prohibits certain use cases and content on SMS and MMS. A list of the prohibited
activities and content can be found in <a class="xref" href="https://help.twilio.com/articles/360045004974" target="_blank">this Twilio help center article</a>. Use of the
texting functionality is subject to Twilio’s general <a class="xref" href="https://www.twilio.com/legal/aup" target="_blank">Acceptable Use Policy</a> and <a class="xref" href="https://www.twilio.com/legal/messaging-policy" target="_blank">Messaging Policy</a> (collectively, the “Twilio Terms”).</p>
<p class="p">Should Twilio report to Zendesk that a customer is allegedly violating the
restrictions in the SMS Policy or Twilio Terms, Zendesk will reach out to such
customers to cease the offending activity. If the customer is unable to cease such
activity, Zendesk may have to restrict the offending activity on the account. This
may include removing SMS functionality for the account.</p>
<p class="p">If you have any questions, contact <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Customer Support</a>.</p>
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