Whether you're sending text reminders, taking calls, or automating your client communication, everything starts with your phone setup. This guide brings together everything you need to know about phone and SMS services in Alvéya, and links out to the detailed how-tos for each step.
Two ways to get set up
Alvéya gives you two options for phone services, depending on what you need:
– Purchase a dedicated number — lets you send and receive SMS, make and receive calls, automate messaging through workflows, and track everything inside your CRM. See How to Buy a Phone Number in Alvéya.
– Connect a number you already have — a lighter option that enables outbound calling only, from desktop. Nothing changes for your inbound calls or SMS. See How to Connect an Existing Phone Number in Alvéya.
If you're not sure which one you need: if you want to text clients or receive calls inside Alvéya, purchase a number. If you only want to make outbound calls using the number your clients already know, connecting is enough.
Before you get started
Before you get started
Compliance
Some countries require legal documentation before a number can be activated — these are industry-wide regulations, not something Alvéya controls, and they're reviewed by a third party.
– Australia: before you can purchase a local number, you'll need to complete two bundles — an Address Bundle, then a Regulatory Bundle with your business and identity documents. This needs to happen before checkout, not after. See How to Create and Link a Regulatory Bundle for Australian Local Numbers.
– Other countries: you'll want to configure your SMS compliance settings so your messages don't land in spam. See Setting Up Automatic Opt-Out and Sender Info Updates for SMS Compliance.
If you're unsure what applies to your region, reach out to support.
Your wallet balance
SMS, MMS, and call costs are drawn from your Alvéya wallet. You receive $10 USD in complimentary credit each month, and once that's used, the card on file is charged for anything further. Your balance can't sit at $0 — it automatically recharges $10 USD to keep your services running. Full detail is in How to Calculate SMS and MMS Costs.
Message length and character limits
SMS is charged per segment, and standard messages hold up to 160 characters per segment — go over that and you're billed for multiple segments, even though it looks like a single message. Emojis and special characters shrink that limit further. Run any longer message through a segment calculator before sending to avoid surprises.
Your number's location matters
Phone numbers are country-specific — an Australian number can only message Australian contacts, for example. If your practice communicates across more than one country, you'll need a separate number for each.
Setting up your number
Once you've read the above, here's where to start:
If you're purchasing an Australian number, complete your Address Bundle and Regulatory Bundle first.
Purchase a number, or connect an existing one, using the guides linked above.
Once your number is active, you can send SMS from the Messaging tab in your CRM, text directly from a contact's profile, or trigger messages through automated workflows.
Staying on top of incoming messages
Inbound texts land in your Conversations tab automatically. If you'd also like them forwarded to a specific number as a notification, see How to Forward Incoming SMS Messages as Notifications via a Workflow — just keep in mind each forwarded notification is billed as a standard outbound SMS.
Frequently asked questions
Q: Why isn't my SMS sending?
The most common cause is trying to message a contact in a different country to the one your number is registered in — SMS can only be sent within the same country as your number. If that's not it, check that any required compliance steps for your region have been completed.
Q: Do I need a separate number for each team member?
Not necessarily — one number can serve multiple team members if routed correctly, though dedicated numbers per person make personalised messaging and tracking easier.
Q: Why was my Australian number purchase blocked?
You'll need an approved Address Bundle and Regulatory Bundle before checkout will complete — see our Regulatory Bundle guide.
Q: Can I purchase more than one number?
Yes — this is common for managing different departments, services, or regions from the same account.
Q: Why was my card charged outside my usual subscription?
This is likely your wallet balance recharging after your monthly credit was used. Check Settings → Billing → Wallet & Transactions for a full breakdown, or reach out to support if something looks off.
You now have everything you need to get your phone and SMS services set up with confidence.
If you get stuck at any point, reach out via live chat or submit a support request and we will guide you through.