Send and reply to text messages
You send and receive texts on your Line number in the Inbox. Start a new text with New message, or reply in an open conversation.
Before you start
- You need a Line number that can send SMS. To get one, go to Channels, open SMS, then select Buy a number.
- Your workspace needs credits. Each text costs credits.
Send a new text
- Open Inbox.
- Select New message in the header bar.
- In To, type a contact name or a phone number.
- Select the contact, or type the full phone number.
- Type the text in Message.
- Select Send.
You can also select the + button in the header bar, then Send a Message. This works from any page.
The text starts a conversation in the Inbox. Replies from the customer go into the same conversation.
Reply to a text
- Open Inbox.
- Select the conversation.
- Make sure the Reply tab is selected in the composer.
- Type your reply.
- Select Send, or press Command + Enter.
A reply leaves from the number that the conversation uses. The customer sees one number for the full conversation.
Pictures and files
Texts on UK numbers cannot carry pictures or files. The attach button is not available on an SMS reply. To share a file, use email, WhatsApp or Web Chat.
You can attach a file to an internal note on an SMS conversation. Only your team sees it.
Message length and segments
A long text goes as more than one segment. Each segment costs credits.
| Text contains | One segment holds |
|---|---|
| Only standard characters (GSM-7) | 160 characters |
| An emoji or another special character | 70 characters |
To see the count while you type, turn on Show segment details:
- Go to Settings, then General.
- In Message composer, turn on Show segment details.
The composer then shows the characters in the current segment and the number of segments. This setting is for your user only.
Texts to landlines
A UK landline usually cannot receive texts. When you text a number that starts with 01, 02 or 03, Line shows "This looks like a landline." Select Send anyway to send it. Line does not show this warning for a number that has texted you before.
Delivery status
The line under your last message shows its status:
| Icon | Status |
|---|---|
| Clock | Sending |
| One tick | Sent |
| Two ticks | Delivered |
| Warning and Not delivered | The text did not arrive |
SMS has no read status. For a failed text, see A text message was not delivered.
Common problems
The New message button is not available. Your workspace has no active number. Check the number status in Channels > SMS.
You see "Insufficient credits". Your credit balance is too low to send. An Owner or Admin can buy credits in Settings > Billing & Usage.