Call Forwarding lets your US customers call your business directly from SMS message threads, simplifying support and improving conversions.
This guide shows how to enable and configure the Call Forwarding in Omnisend.
Call Forwarding is available to the US market only and requires your toll-free number to be verified.
Before You Begin
FTSA compliance: This feature complies with the Florida Telephone Solicitation Act (FTSA).
SMS opt-in required: Contacts must be subscribed to SMS to receive messages from your Omnisend number.
Benefits
Simplify support: Contacts can call your business directly from SMS threads without searching for your number.
Increase conversions: High-intent buyers get instant phone access, reducing friction in the purchase journey.
Stay compliant: Supports FTSA requirements for US SMS marketing.
How It Works
When Call Forwarding is enabled, it goes through this process:
You activate the feature in your Omnisend account and provide the business phone number where you want to receive calls.
Contacts receive SMS messages from your Omnisend toll-free number (or a transferred toll-free number set in Store settings → SMS).
A contact calls the SMS number from which they received the message.
Omnisend automatically redirects the call to the business phone number you provided.
You and your contact connect directly, allowing for real-time support or sales conversations.
Enabling Call Forwarding
Step 1. Go to Store settings → SMS.
Step 2. Click Provide phone number.
Step 3. Enter Your Business Number and click Submit.
Step 4. Toggle the Enable Call Forwarding Option.
Call Forwarding is now active. Contacts can call your business directly from SMS messages sent via your Omnisend toll-free number.
💡 You can change your business phone number at any time under Store Settings → SMS by clicking Change number.
FAQ
What if my toll-free number isn't verified?
Call Forwarding requires a verified toll-free number. Start by verifying your TFN number before enabling Call Forwarding.
How do I disable Call Forwarding?
Go to Store Settings → SMS and toggle off the Call Forwarding option. Your SMS number will revert to send-only mode, and customers will no longer be able to call it.
If you encounter any issues or require further assistance, please contact our customer support team. We are here 24/7 via in-app chat or at [email protected].