# SMS Send and receive text messages (SMS) and multimedia messages (MMS) through DM Champ. SMS is powered by Twilio, a leading phone service provider, giving you reliable coverage and phone number availability worldwide. *** ## Overview SMS messaging in DM Champ allows you to: * Send and receive text messages with contacts * Send multimedia messages (images, videos, documents) via MMS * Automate responses with the AI bot * Run SMS-based campaigns, including bulk outgoing campaigns * Receive calls and voicemail on your SMS numbers * Connect your own Twilio account (BYOK) * Handle regulatory compliance for different countries SMS conversations are marked with an SMS icon in the chat list, making it easy to identify the channel at a glance. *** ## SMS Provider DM Champ uses **Twilio** as the SMS provider behind the scenes. Twilio handles sending and receiving your text messages and offers: * **Global coverage** across 100+ countries * **Number types** including local, mobile, and toll-free * **MMS support** for multimedia messages * **Voice/voicemail** for incoming calls * **WhatsApp activation** - your number can also be used for [WhatsApp Business API](https://help.dmchamp.com/messaging-channels/whatsapp-business) DM Champ handles the Twilio setup automatically. When you buy a phone number, all messaging works seamlessly behind the scenes. > **Tip:** You can also set up your SMS channel during the guided onboarding wizard when you first create your account. The onboarding walks you through buying or connecting a number step by step. *** ## Buying an SMS Number ### Through DM Champ (Managed) The simplest way to get started is to buy a number directly through DM Champ: 1. Navigate to **Phone Numbers** in the left sidebar. 2. Click **Buy Number**. 3. Select the **country** where you want your number. 4. Browse available numbers. You can filter by area code or number type. 5. Choose a number and click **Purchase**. The cost in credits depends on the country and phone number type. You will also be charged a monthly fee of **50 credits** per phone number to keep it active. > **Tip:** Your phone number can also be activated for WhatsApp Business API later if needed. ### Bring Your Own Key (BYOK) If you already have a Twilio account with phone numbers, you can connect it to DM Champ instead of buying new numbers. This is called **Bring Your Own Key (BYOK)** and is available on specific plan tiers. BYOK is useful if you already pay for Twilio and want to keep using your current phone numbers and billing. #### Connecting Your Twilio Account 1. Go to **Settings** in the left sidebar. 2. Navigate to the **Channels** section. 3. Select **Connect your own Number**. 4. Enter your Twilio **Account SID** and **Auth Token** (you can find both on your [Twilio Console](https://console.twilio.com/) dashboard - they are the two credentials shown on the main page after you log in). 5. Click **Connect**. Your existing Twilio numbers will become available in DM Champ. #### Managing Your BYOK Connection Once connected, you can manage your BYOK setup at any time: * **Edit credentials** - Update your Account SID or Auth Token if they change. * **Disconnect** - Remove your BYOK connection and switch back to DM Champ-managed numbers. > **Note:** When using your own account (BYOK), SMS messaging costs are billed directly by Twilio (not through DM Champ credits). You will still use DM Champ credits for AI features and platform tools, but the per-message cost for sending and receiving texts goes through your Twilio billing. When composing SMS messages with BYOK, you will see an **estimated USD cost** for each message so you can keep track of your provider spending. *** ## Sending and Receiving SMS ### Receiving Messages Once your number is active, incoming SMS messages are automatically routed to DM Champ: 1. A contact sends a text to your DM Champ number. 2. The message appears in your **Inbox** in real time. 3. A new contact is created automatically if this is the first message from that sender. 4. If an AI bot is active on the relevant campaign, it will respond automatically. ### Sending Messages You can send SMS messages from DM Champ in several ways: * **Manual reply:** Open a conversation in the Inbox and type your reply. * **Outgoing campaigns:** Set up bulk SMS campaigns to reach contacts at scale. SMS is fully supported as an outgoing campaign channel, just like WhatsApp. * **AI bot:** Enable the AI bot to respond to incoming messages automatically. * **Scheduled messages:** Schedule messages to be sent at a specific time. ### MMS (Multimedia Messages) SMS numbers also support MMS, which allows you to send and receive: * Images (JPEG, PNG, GIF) * Videos (MP4) * Audio files * Documents (PDF) Media attachments are automatically uploaded and stored securely. When contacts send you media via MMS, the files are saved and accessible through the conversation view. > **Note:** MMS availability and pricing vary by country and provider. MMS is widely supported in the US and Canada but may have limited support in other regions. *** ## Call Handling and Voicemail Phone numbers purchased through DM Champ can also receive voice calls. Since DM Champ is a messaging platform, incoming calls are handled with an automated voicemail system: 1. A caller dials your DM Champ number. 2. They hear an automated greeting: *"Hello, you have reached voicemail. Please leave a message after the beep."* 3. The caller's voicemail is recorded. 4. The recording is saved and associated with the contact in DM Champ. 5. The voicemail is transcribed to text for easy review. You can review voicemail recordings and transcriptions in the contact's conversation history. > **Tip:** Voicemail transcription lets your AI bot understand and respond to voice messages. If a caller leaves a voicemail with a question, the bot can follow up with an SMS response. *** ## Regulatory Compliance Different countries have varying regulations around SMS messaging. DM Champ helps you stay compliant: ### Required Documentation for Some Countries Some countries require you to provide identity or business registration documents before you can purchase a phone number. When buying a phone number in one of these countries: 1. DM Champ will prompt you to upload the required documents. 2. Your documents are submitted for review on your behalf. 3. Once approved, the phone number becomes available for use. ### Business Address Requirement A verified business address is required for phone number purchases. DM Champ handles this automatically by: 1. Using the business address from your account settings. 2. Creating the necessary address records. 3. Linking them to your purchased phone numbers. Make sure your **Business Details** (name and address) are filled in under **Settings** before purchasing numbers. ### Messaging Compliance Best Practices * **Obtain consent** before sending SMS messages to contacts. This is legally required in most jurisdictions (TCPA in the US, GDPR in Europe, etc.). * **Include opt-out instructions** in campaign messages (e.g., "Reply STOP to unsubscribe"). * **Respect opt-out requests** immediately. DM Champ's "Do Not Disturb" feature helps manage this. * **Identify yourself** in messages - recipients should know who is contacting them. * **Follow local regulations** for the countries where your contacts are located. *** ## Troubleshooting ### Messages Not Being Delivered * Verify the recipient's phone number is in the correct international format (e.g., +1234567890). * Check that you have sufficient credits in your account. * Ensure the number has not been deactivated or released. * Check the message status in the conversation view for error details. * Some countries block messages from foreign numbers - consider purchasing a local number for that country. ### Number Purchase Fails * Ensure your business details (name and address) are filled in under Settings. * Check that you have enough credits for the purchase. * The number may no longer be available - try selecting a different one. * For regulated countries, regulatory approval may be pending. ### MMS Not Working * Confirm MMS is supported in the recipient's country. * Check that the file size is within limits (typically 5MB for MMS). * Verify the file format is supported (JPEG, PNG, GIF, MP4, PDF). ### Not Receiving Incoming Messages * Send a test SMS to your DM Champ number from your personal phone. * Check that the number is active in the Phone Numbers section. * If the issue persists, try disconnecting and reconnecting the phone number in the Phone Numbers section. DM Champ manages the technical setup automatically, but reconnecting can resolve rare configuration issues. ### Voice Calls Going to a Generic Message * This is expected behavior. DM Champ is a messaging platform and routes all calls to voicemail. * The voicemail greeting is automated and cannot currently be customized. *** ## Best Practices * **Use local numbers** for the countries where your contacts are based. Messages from local numbers have higher trust and delivery rates. * **Keep messages concise.** SMS has a 160-character limit per segment. Longer messages are split into multiple segments, which increases cost. * **Time your messages appropriately.** Avoid sending messages outside business hours in the recipient's timezone. * **Monitor delivery rates.** If you notice poor delivery in certain regions, consider purchasing a local number for that country to improve trust and deliverability. * **Set up the AI bot** to respond to incoming messages quickly, especially outside business hours.