Before your team can start texting customers, an administrator needs to complete two steps: register a toll-free number and set permissions for the team.
Step 1: Register Your Toll-Free Number
Mobile carriers require businesses to register their toll-free number before it can send text messages. This is a one-time step for your company and helps ensure your messages are delivered reliably.
In ServiceBridge Web, go to Company Settings > Toll-Free Registration.
Find the Two-Way Messaging section and select Set up Two-Way SMS.
Review the pre-filled business information and complete any missing fields:
Business Name — should match your legal business name
Business Address — street address, city, state, and ZIP
Contact Name and Phone — your primary contact for messaging-related questions
EIN (Employer Identification Number) — enter in XX-XXXXXXX format
Notification Email — where you'll receive status updates
Select Submit Registration.
See How to Register for a Toll-Free Number for additional details.
Once submitted, ServiceBridge automatically sets up a dedicated toll-free number for your company and sends your registration in for review. You don't need to choose a number yourself.
Note: Once you submit, the form becomes read-only while your registration is under review. You won't be able to edit your information until a decision comes back.
Checking Your Registration Status
You can check your status anytime in Admin Settings > Subscription Management > Two-Way Messaging.
Status | What it means | What to do |
Not Provisioned | Registration hasn't been started | Select "Set up Two-Way SMS" to begin |
Pending | Submitted and under review (typically 1–3 business days) | No action needed — you'll be notified automatically |
Active | Your number is approved and ready to use | Move on to Step 2 below |
Rejected | The submission wasn't approved | Review the reason shown, correct the information, and resubmit |
You'll get an email at the address you provided whenever your status changes, so there's no need to check back manually.
If Your Registration Is Rejected
In Subscription Management, find the Two-Way Messaging section — it will show Rejected along with the reason.
Review the reason carefully.
Select Resubmit to reopen the form.
Correct the fields noted in the rejection.
Select Submit Registration.
Your status will return to Pending while the corrected registration is reviewed. If the resubmission window has closed, reach out to Support for help.
Step 2: Set Messaging Permissions for Your Team
By default, everyone can send text messages once Two-Way Messaging is turned on. You can adjust this for individual team members if needed.
In ServiceBridge Web, go to Personnel > User > Edit > Manage Device Settings.
Find Allow Sending SMS and toggle it On or Off as needed.
Select Save.
The change takes effect the next time that person opens the mobile app — they may need to log out and back in for it to apply.
Once these three steps are complete, your technicians can send messages from the mobile app, and your office team can view and reply to conversations from the Messaging Center. See Using Two-Way Messaging for details and instructions.