VoIP texting: How it works, use cases, and key benefits

Today’s business phones don’t have to be tied to a desk. That’s because VoIP lets you make calls and texts from any device with an internet connection. You can manage clients and employees from the coffee shop, your kitchen table, or even while lounging on the beach. 

It’s more convenient for your customers, too. Fifty-two percent of consumers are texting businesses more frequently, up from 31% in 2023. 

Here’s what you need to know about VoIP texting, how it works, and why it could be the best solution for your team’s communication needs.

What is VoIP texting?

VoIP texting lets you send text messages using a Voice over Internet Protocol service instead of a traditional cellular network. It works by transmitting text data over the internet, which lowers cost and lets you work on devices like mobile phones, tablets, and computers.

There’s no need to subscribe to a traditional phone plan to start texting with a VoIP provider — all you need is an internet connection and a VoIP app that supports SMS and MMS messages.

Here’s how VoIP texting works:

1. You send an SMS message from a phone, laptop, desktop, or tablet.
2. Your VoIP texting service converts this information into digital data.
3. The data routes through your WiFi connection to the company’s VoIP servers.
4. The VoIP server routes your text data to the recipient’s mobile device.
5. The text finally reaches your customer, who can now read your message.

Benefits of VoIP texting vs. sending SMS from a cell number

VoIP numbers offer significantly more texting perks than the average cell phone:

Feature	VoIP texting	Traditional cell phone SMS
Plan costs	$15-$25+ per user per month	$55-$80+ per line per month*
International texting costs	$0.01-$0.30 per message	$.20-$.50 per message
Device flexibility	Use on any internet-connected device	Single device per number
Team collaboration	Shared numbers and inboxes	Limited to individual phones
Automation	Built-in auto-replies, scheduled messages, workflows	Minimal to none
Integrations	CRM, email, automation tools	Limited
Scalability	Add users and numbers instantly	Requires new phones/plans

*Based on Verizon Unlimited 2026 pricing plans

Here are five more reasons you should use a VoIP phone for business text messaging:

1. Use text templates for common responses: Want to speed up your responses? With canned responses — we call them snippets you can create text message templates for frequent conversations and FAQs so you don’t have to retype the same message each time.
2. Send auto-replies and scheduled messages: With VoIP texting, you can reply to customers at times that are convenient for you and them. Auto-replies let you respond to missed phone calls and voicemails outside business hours, and scheduled messages let you show up in your customers’ inboxes at the right time. You can also use third-party integrations like Zapier to send automated texts, which saves time for your team to focus on more complex tasks.
3. Build automated message workflows: VoIP texting numbers give you the ability to create automated text workflows so your team can do more with less. For example, send pre-written texts to remind customers about their Shopify carts and schedule sales meetings after a web form submission.
4. Get voicemail transcriptions over text: Some VoIP phone systems automatically send voicemail transcriptions as a text so you know how urgent it is without having to listen to the full recording. You can also forward text messages or send voicemails to your email inbox so you never forget to call clients back.
5. Collaborate on messages with your colleagues: If you have a dedicated phone line for clients to text, you’ll likely need more than one person to take on incoming texts. VoIP enables you to share phone numbers, which lets you share the same notifications, collaborate on conversations, and add custom properties so the work gets done faster.

Limitations of using VoIP SMS

VoIP texting offers many advantages for businesses, but you should also be aware of its limitations. Here are some key considerations to keep in mind:

	VoIP SMS	Traditional SMS
Carrier filtering	Higher likelihood; requires compliance with A2P 10DLC regulations in the US	Lower likelihood; easier compliance
Emergency support	Not supported	Supported
Reliance on the internet	Required	Not required; relies on cellular data
Message delivery	Potential issues with certain carriers or international numbers	Generally reliable

• Carrier filtering: VoIP SMS is more likely to be flagged or blocked by mobile carriers, especially for high-volume or promotional content. Businesses must also stay compliant with regulations like A2P 10DLC in the US to ensure message deliverability. Choose a provider with a reputable carrier registration process like Quo. 
• Limited emergency support: VoIP SMS does not support sending or receiving messages to emergency numbers like 911, which can be a critical limitation in some industries. It’s a good idea to keep traditional phone access for emergencies.
• Reliance on an internet connection: A stable internet connection is a must for VoIP SMS. Poor connectivity can result in delayed or failed message delivery. Look for providers with reliable uptime.
• Message delivery issues: Some VoIP SMS platforms may have difficulty reaching recipients on specific carriers or international numbers.

While it’s important to consider these limitations, the right VoIP provider can help you overcome many of these challenges and get the most out of VoIP texting.

How businesses use VoIP texting

VoIP text messaging has better open rates and higher client satisfaction scores than other business communication methods like email. A 2023 study found that over 30% of business owners saw higher engagement with text marketing compared to other channels.

You can use VoIP texting to complement many different departments, which will keep your business running smoothly.

Here are some ways to use VoIP texting in your business:

Close more deals and boost sales

Whether you’re looking for a fresh way to reach out to sales-qualified leads or save yourself time, here are a few ways sales teams use texting: 

• Confirm meetings if you experience a lot of no-shows
• Provide sales quotes to customers who request them on your site
• Follow up with leads as an alternative to emails
• Automatic logging through a Salesforce SMS integration or another CRM
• Send automated text messages for missed calls
• Automate appointment scheduling by sending reminders after a trigger, like when someone fills out a form on your website

Speed up responses for customer support

You can provide a better customer experience by taking a multi-channel approach to support.

Here’s how you can use VoIP texting in your customer support team:

• Answer questions from customers promptly and encourage them to text you by adding an SMS link to your website
• Send automated appointment reminders to clients one week before their service
• Offer walkthroughs to customers who are struggling to use a product feature
• Collect screenshots and videos from customers so you can fix bugs with your team members
• Follow up after a customer service call with a text containing more information

Here’s what one Quo customer said:
“The advanced auto-reply features make me look like a hero. I can auto-reply for contact beyond normal work hours. I can set a text auto-reply even for missed phone calls. My customers think that I’m always on top of things, even when I am offline for the night.” — Roland Mansilla, Founder at Safely Deposit

Streamline hiring for recruiters

Texting job candidates can save recruiters hours and get better responses from candidates. Plus, VoIP texting keeps your personal number private while texting applicants; that way, you don’t need to worry about getting texts in the middle of the night.

Here’s how VoIP texting can complement your recruiting efforts:

• Reach out to candidates about new opportunities
• Send interview reminders a week before a scheduled meeting
• Get feedback from candidates about their interview experience
• Use appointment reminder software to ensure candidates show up in the right place at the right time

Deliver a better customer experience in the field

Whether you specialize in HVAC repairs or property maintenance, you can use a VoIP app to send real-time updates. This makes it easy to meet customer expectations while sprinkling in delight and maintaining a good rapport.

You can:

• Notify customers when a service rep is on their way
• Share updates with customers during a service visit
• Send photos and videos to customers as proof of service
• Automatically reply outside of business hours so customers know when to expect a response from you

How to start VoIP texting with your business phone

Want to start VoIP texting but don’t know where to begin? Here’s an easy step-by-step process to set up your VoIP number for texting:

1. Choose a VoIP provider

VoIP texting has grown in popularity in the past decade, especially with the rise of remote work, so you have plenty of VoIP providers to choose from. 

Here are some criteria to look for when you’re choosing a VoIP provider:

1. Features: Does the VoIP solution have advanced messaging features like auto-replies and scheduled messages? Prioritize options based on their calling and messaging features, team collaboration features like shared numbers, and third-party integrations.
2. Pricing: Look at how providers organize their plans and how they charge for their messaging features. Some providers require user minimums in their more expensive plans, which increases their overall cost. Other providers charge extra for each message — avoid a per-message pricing model and opt for unlimited texting instead. 
3. Reviews: See what customers are saying about the providers you’re considering. Pay close attention to the quality of customer support and level of reliability.

2. Select a phone number

VoIP providers offer local and toll-free numbers so you can choose the number(s) that make sense for your business. You can also port existing numbers to your new VoIP provider, often for free once you subscribe.

The best providers let you try their product during a free trial so you can confirm they’re a great fit. For example, Quo offers a free seven-day trial.

Make sure you don’t cancel your existing provider before your porting is complete so your customers can still reach you — and vice versa. 

Want to go deeper on porting? Check out our VoIP number porting guide.

3. Complete carrier registration

After you get your new VoIP number or finish porting your existing one, you can start using it to make voice calls. But due to US cell carrier regulations, you can’t send VoIP texts to US numbers until you complete A2P 10DLC registration.

You can complete your 10DLC registration in your VoIP provider’s platform. Quo has a 10DLC registration form you can complete in-app . We guide our customers each step of the way so you can start texting customers soon after registering.

During registration, you’ll be asked to describe how customers will opt in to receive text messages. This doesn’t require that you’re already texting customers — only that you have a clear, compliant plan for obtaining SMS consent. For example, via a website form, keyword opt-in, or verbal consent. 

Get more from VoIP texting with Quo

Many modern VoIP providers support texting, but not all are created equal.

Here are some VoIP texting limitations from a few popular providers:

• Grasshopper doesn’t support text messaging from toll-free numbers to Canadian phone numbers.
• Nextiva doesn’t include unlimited texting on its lower-tier plans.
• Google Voice only offers texting to US customers.
• RingCentral doesn’t offer any plan with unlimited texts, and it caps storage at 5,000 SMS/MMS per user.

Still, VoIP providers like Quo offer unlimited SMS and MMS in the US and Canada with all pricing plans. Quo also provides essential business features like auto-replies, scheduled messages, and Zapier and Make integrations so your team can increase productivity and stay efficient. Plus, you can text from desktop, web, and mobile apps starting at $15 per user per month.

Start your free trial of Quo to begin text messaging with ease and efficiency.

Frequently asked questions about VoIP texting