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How to use Microsoft Teams channels for business texting

Texting via MS Teams Channels

Microsoft Teams is a powerful and versatile platform that allows you to communicate and collaborate with your team members, partners, and customers. You can use Teams to chat, call, meet, share files, and access apps in one place. But did you know that you can also use Teams to text with your customers? In this article, we'll explore how to leverage MS Teams channels for seamless and effective business texting.

What is business texting?

Business texting is a communication strategy that involves using text messages to interact with customers, clients, or business partners. It allows businesses to engage in real-time, convenient, and personalized conversations, addressing inquiries, providing support, and sharing information via text messages. This approach enhances customer service and streamlines communication, making it a valuable tool for modern businesses.

How to send text messages to your customers using MS Teams channels?

You have various options for texting with your clients. You can use your personal phone to communicate with your customers, or you can employ a computer to send text messages. However, if you choose a computer for business texting, you'll need to utilize SMS marketing software.

Additionally, the MS Teams can be used for texting with customers, although it doesn't come with built-in texting capabilities. Yet, with the assistance of third-party tools like Falkon SMS, you can enable texting within MS Teams for business purposes.

Within Teams, you can initiate one-on-one text conversations with customers or use channels to engage with your clients more collaboratively.

So here is the step-by-step guide to use MS Teams channels for text messaging with customers.

01. Create an MS Teams Channel for Your Business Communication

The first step in this process is to create an MS Teams channel dedicated to your business communication. This channel will serve as the hub for all text-based interactions with your customers. To create a channel, follow these simple steps:

  • Open Microsoft Teams.

  • Click on the "Teams" tab on the left sidebar.

  • Select "Join or create a team."

  • Choose "Create team," and pick the relevant type (e.g., private or public).

  • Name your team, add a description, and invite your team members.

  • Click "Create" to finalize the channel setup.

02. Assign a Number to Your Teams Channel

Once your channel is set up, you'll need to assign a phone number to it. This number will become the primary contact point for your customers to text your business. Microsoft Teams provides integration with phone systems, such as Microsoft Phone System or Direct Routing, to get a business phone number.

  • Navigate to the "Voice" or "Calling Plans" section in Microsoft Teams.

  • Follow the prompts to assign a phone number to your channel.

03. Let Customers Text Your Business Through That Number

With a designated phone number, your customers can text your business directly through Microsoft Teams. They can use this number for inquiries, support requests, or general communication, making it easier for them to reach out at their convenience.

04. The Message Will Be Received by the Entire Team

One of the significant advantages of using MS Teams channels for business texting is that messages sent to the assigned number are received by the entire team in the channel. This ensures that no customer query goes unnoticed, and your team can collaborate efficiently in responding to those messages.

05. Send Replies Through the MS Teams Channel

When customers send messages, your team can easily respond through the MS Teams channel. This creates a unified conversation thread, making it simple to track and manage customer interactions.

06. Collaborate with Team Members for Better Support

In case you don't have an immediate answer to a customer's query, you can reply to the same conversation thread and mention any of your team members to get help. This collaborative approach ensures that customers receive accurate and timely responses.

07. Send Multimedia Files for Enhanced Communication

Text-based communication is not always enough to convey information effectively. With MS Teams channels, you can send multimedia files, including images, documents, and videos, to better communicate with your customers. This feature is especially useful for visual demonstrations or sharing documentation.

08. Assign Other Team Members to Communicate with Customers

Finally, if you want to streamline customer support or delegate communication tasks, you can assign other team members to handle customer interactions. MS Teams' shared inbox feature enables multiple team members to participate in the conversation, ensuring customer inquiries are addressed promptly and efficiently.


Leveraging MS Teams channels for business texting can significantly enhance your customer communication strategy. With its seamless integration and collaborative capabilities, you can provide more personalized and efficient customer support while keeping your team on the same page. By following the steps outlined above, you'll be well on your way to optimizing your business texting efforts with Microsoft Teams.

Want to get started with MS Teams texting? Simply schedule a meeting with us!

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