Select “To” and “From” numbers for SMS messages

May 22, 2025

Overview

This guide shows you how to select the “To” and “From” numbers when sending an SMS message in GROW. This is helpful when you’re managing multiple phone numbers and want to control which one a message is sent from — especially in multi-location or high-volume studios.

Prerequisites

Before you begin:

You must have access to the Conversations or Contacts tab in GROW
At least one SMS-capable phone number must be added to your location
The contact you’re messaging must have a valid mobile number on file

Step 1: Open the Conversations tab

Click Conversations/Contacts in the left-hand menu.
Choose a conversation or start a new one by selecting a contact.

Step 2: Confirm or select the “To” number

The To field auto-fills with the contact’s saved mobile number.
If a contact has multiple numbers, you can select the preferred one from the dropdown.

Tip: Make sure the selected number is SMS-enabled. Invalid numbers won’t send. Also ensure that DND is disabled for SMS for the contact. If it’s enabled, the system will not allow for you to send the SMS.

Step 3: Select the “From” number

Click the From dropdown to choose which of your GROW numbers you want to send the SMS from.
If you only have one number assigned, it will be selected by default.
If multiple numbers are available, you’ll see a list and can choose the appropriate one.

Tip: If your location uses multiple numbers for different campaigns or brands, this feature helps you stay organized and avoid confusion for clients.

Expected outcome

Your SMS message will be sent using the selected “From” number and delivered to the chosen “To” number. This ensures better message tracking and consistent communication with your contacts.

Troubleshooting / FAQs

Q: What if I don’t see the correct “From” number in the dropdown?

A: Make sure the number is SMS-capable and assigned to your GROW account. Contact support if it’s missing.

Q: Can I change the “From” number after the message is sent?

A: No. Once sent, messages are tied to the number used at the time of sending.

Q: Why isn’t the message delivering to the “To” number?

A: Double-check that the selected number is valid, mobile-enabled, and the contact does not have DND enabled for SMS. Landlines, inactive numbers, and contacts with DND enabled for SMS will fail.

Still need help?

Reach out to our support team via [email protected]