How It Works

Short Code Voice™ numbers

Short Code Voice™ numbers enables voice connectivity on the same 5- or 6-digit number used for messaging. Instead of switching to a separate phone number, customers can move seamlessly from text to a live voice interaction using the short code they already recognize.

When triggered, the interaction is routed to the appropriate destination—such as a contact center or IVR—creating a unified experience that combines messaging and voice on a single, trusted number.

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Customer receives a text message.

Your brand sends an SMS message from your existing short code as part of a campaign, support interaction, alert, or customer journey. Your customer can also just call the short code at anytime if they choose to.

Customer taps the Short Code Voice™ number.

The customer simply taps the short code from within the SMS/Text message when they want to speak with your customer support team.

Customer calls the Short Code Voice™ number.

The customer confirms they would like to call the Short Code Voice™ number by pressing the Call button on their phone.

Customer and Brand are connected by the Short Code Voice™ service.

The customer and brand's contact center are connected on a voice call supporting all standard services including DTMF codes and interactive voice response (IVR) features.

CAPABILITIES

Key Capabilities of Short Code Voice™ numbers

How voice is seamlessly integrated into your existing short code experience to enhance customer engagement and connectivity.

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Seamless Transition from Text to Voice

Customers can move from a messaging interaction to a live call without any friction. Whether prompted by a call-to-action text message or initiated by the user simply calling the Short Code Voice™ number, the transition feels natural and keeps engagement within the same branded experience.

Intelligent Call Routing

Voice interactions are directed in real time to the appropriate endpoint, including support teams, sales lines, or automated systems. Routing can be aligned with existing workflows to ensure calls reach the right destination.

No Additional Customer Steps

There’s nothing new for customers to learn or configure. They simply interact with the short code as they normally would, with added voice functionality that works that same as calling any normal telephone numbers.

Built on Existing Voice Infrastructure

The Short Code Voice™ service works independantly of the messaging networks, allowing brands to extend their capabilities without overhauling systems or having to make any changes to existing processes, all while creating a better experience for their customers.

Start making the most of your short code.

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