CRM · Communication

How to send SMS and check their status or credits

Send a message from a contact record, check how many SMS segments it will use, and review send records and available credits.

Sales professional preparing a short follow-up message for a contact on a phone.

Published on October 22, 2026

SMS messages are useful for a brief update when you want to reach a contact without relying on them to open an email. For example, you can confirm a call time or let someone know that you sent a quote. In CRM, you can write the message from the contact record, use a template, and review how the send was recorded.

Before sending: confirm that the contact has the right mobile number and review the complete message. If you use a template or personalization tags, the final text may take more space than the draft before values are filled in.

Send an SMS from a contact record

Open the prospect or customer record you want to message.
From the contact actions menu, select Send SMS.
If you have a saved template, choose it in Template. CRM inserts its content; you can also write a new message.
Check the mobile number and message. The send form allows up to 450 characters.
Select Accept. Before processing the send, CRM displays a confirmation with the approximate number of text messages the content will use. If it takes more than one, it may use more credits.
Confirm only after checking the number and message.

CRM form for sending an SMS to a contact, with the message and character counter visible. — Choose a template or write the message in the form. This screenshot uses a fictional demo contact.

CRM confirmation stating that the text will use approximately two messages. — CRM estimates the number of SMS segments before you confirm. Replaced personalization tags can change that estimate.

Illustration of a message split into segments and recorded for later review. — A long message may use more than one segment even when sent in a single action.

Check the status in CRM

Open Reports and select SMS sent.
Use the period, user, send type, or status filters to narrow results. You can distinguish manual from automated sends and filter sent or unsent messages.
Find the contact and review the recipient, message, and date to confirm which record you are viewing.

What this report confirms: it shows how CRM recorded the send. A sent status does not, by itself, prove that the phone received the message, that the carrier delivered it, or that the person read it.

Check SMS credits

Check the balance in Suite licensing, not in the contact form. Go to Licensing > Add-ons and look for Mass SMS Delivery. If you cannot access this section, ask your super administrator to review the company balance.

Keep the pre-send estimate in mind: a long message or special characters may use multiple SMS segments. If the balance is too low, ask an administrator to review the credits before trying again so you do not send a duplicate.

The screenshots show CRM in Spanish. Control names follow the language selected for your account.