// Managed Voice — Use Case
SMS/Text from Business Line — the channel your customers already prefer
Text-enable your existing business phone numbers so customers can reach you the way they prefer — and your team responds from a shared inbox without using personal phones.
More than 60% of customers prefer texting a business over calling. But most business phone numbers can't receive texts — callers get silence, and the customer tries a competitor who can. InfoNetworks text-enables your existing numbers, routes messages to a shared team inbox accessible from desktop and mobile, and integrates with your CRM and compliance requirements so every conversation is tracked and retrievable.
// What We Deliver
Text conversations your team can actually manage
Shared Team Inbox
All inbound texts route to a shared team inbox visible to every assigned team member. Multiple agents can see conversations, claim threads, and respond — eliminating the "did anyone reply to that text?" problem that plagues personal cell workarounds.
Desktop & Mobile Parity
Staff respond from a web portal on their work computer or a business app on their phone — outbound texts show your business number, not their personal cell. The personal/business boundary is maintained regardless of which device they're using.
CRM & Compliance Integration
Text conversations sync to your CRM so every customer interaction is logged alongside calls and emails. For regulated industries, message archival and opt-out management are configured to meet TCPA, HIPAA, and industry-specific requirements from day one.
// How It Works
From voice-only to voice and text without changing your number
Text-enabling a business number doesn't change how calls work — the same number still rings your phone system exactly as before. We add SMS capability to the number through your carrier or a texting platform, route messages to a team inbox, and configure compliance features before any customer sends the first text.
Step 01
Number Assessment & Carrier Check
We assess which of your numbers can be text-enabled and through which carrier or texting platform. Toll-free numbers and local DIDs follow different provisioning paths. We confirm your numbers' SMS eligibility and select the right platform for your volume and compliance requirements.
Step 02
Inbox Configuration & Team Setup
We configure the shared inbox, assign team members, and set up notification preferences — so the right people see inbound texts immediately. For businesses with multiple departments or locations, we route by DID so texts to the service number don't land in the sales inbox.
Step 03
Compliance Configuration
Opt-out keyword handling (STOP, UNSUBSCRIBE), consent tracking, and message archival are configured before go-live. For HIPAA-covered entities, we ensure the texting platform has the appropriate security and BAA in place before any PHI-adjacent messages move through the system.
Step 04
CRM Integration & Training
Where CRM integration is in scope, we configure message sync so conversations appear in your customer records automatically. Staff receive a brief training on the inbox interface, response best practices, and how to handle opt-outs and escalations to a phone call when the conversation warrants it.
// Who It's For
Right for you if...
Business texting is valuable for virtually any customer-facing business, but it's especially impactful for healthcare practices (appointment reminders and patient communication), real estate firms, auto dealerships, field service companies, and any business where quick back-and-forth with customers happens throughout the day. If your staff are already texting customers from their personal phones to avoid call-and-voicemail friction, this is the managed replacement that keeps those conversations inside the business where they belong.
// FAQ
Common questions
Q
Does text-enabling our number change how calls work?
No. Text-enabling adds SMS capability to an existing number without affecting voice routing. Calls continue to ring your phone system exactly as before. The number simply gains the ability to send and receive texts in addition to voice calls — your callers and texters use the same number, and each channel operates independently.
Q
Can we send outbound texts for appointment reminders or campaigns?
Yes, with proper consent. Outbound texting for appointment reminders, follow-ups, and campaigns requires prior written consent from recipients under TCPA. We configure outbound capabilities and consent management together — so your team can send proactive texts without accidentally running afoul of carrier or regulatory requirements.
Q
What happens to texts sent to our number before we text-enable it?
Before text-enabling, texts to most business numbers simply fail silently — the sender gets no delivery error, the message disappears, and you never know it was sent. After text-enabling, all inbound messages route to your inbox. There's no way to recover messages sent before enablement, but you stop losing new ones from day one.
// Ready to meet customers where they are