Who This Is For / When to Use
Use Group Chat when you need to communicate with multiple contacts at the same time via SMS, such as coordinating deals, scheduling, or sharing updates with several participants.
What Is Group Chat for SMS
Group Chat allows you to create a single SMS conversation that includes up to 10 participants total (including you). All messages are delivered and received in real time within one conversation thread.
Key Capabilities
Send and receive SMS messages with up to 10 participants in one conversation.
Real-time delivery and replies for all participants.
Familiar SMS-style group messaging experience.
Message status indicators for sent, delivered, and failed messages.
Visibility into participant updates or deletions.
How to Create a Group Chat
Step 1: Start a New Conversation
Go to Conversations.
Click + New.
Select Group Message.
Step 2: Select Phone Number and Participants
Choose the business phone number (US or Canada) you want to send from.
Add participants by selecting their primary or secondary phone numbers.
You can add up to 10 total participants, including yourself.
Step 3: Send Messages
Type your message in the composer.
Click Send.
Replies from any participant appear in the same conversation thread.
Viewing and Managing Group Details
View Participants
Click the chevron icon next to the participant names to view the list of contacts in the group.
Contact Status Indicators
If a contact is updated, an Updated label appears next to their name.
If a contact is deleted, a Deleted label appears, but messages continue to send to the original phone number.
[Screenshot: unnamed (2).e.png]
Message Details and Status
Click a message to view delivery details, including sent time and status per participant.
Access and Permissions
User Visibility
Users with limited data access only see group chats that include contacts assigned to them.
Admin users can view all group chats and phone numbers across the account.
Important Limitations
Participant and Number Lock
You cannot change participants after the group is created.
You cannot change the sending phone number after creation.
Contact Changes
If a contact is deleted, messages still send to the original phone number.
If a contact’s phone number is updated, messages continue sending to the originally added number.
Do Not Disturb (DND)
If a participant enables DND after the group is created, messages can no longer be sent to that participant.
To continue messaging, you must create a new group without the DND participant.
Common Issues and Fixes
I can’t add or remove participants
This is expected behavior. Group participants are locked once the group is created. Create a new group to change participants.
Messages are not delivering to one participant
Check if the participant has enabled DND. If so, create a new group without that contact.
I don’t see a group chat
Confirm that at least one participant in the group is assigned to you, or ask an admin to verify access permissions.