---
title: SMS & MMS (Article)
description: Sending an SMS/MMS (Queue Level) Note: Messages sent and received at the Queue level can still be tied to a single agent for a specified period of time. The "SMS Last Agent Lookup Period" setting is
---
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# SMS & MMS (Article)
#### **Contivio Supports multiple use cases with SMS/MMS. Leverage 1-to-1 messaging whereby texts are sent back and forth at a personal level from a single agent OR have messages routed at the queue level similar to a voice call. **
****
**Sending an SMS/MMS (Queue Level)**
1. Click the ‘**Messages**’ icon from *Side Bar*.
2. Click ‘**SMS/MMS**’ from the *Messages* ribbon.
3. Type the full phone number in the **'Enter Phone Number' **form.
- Please note: the phone number *must* follow international formatting, i.e., "+19495555555" for US/Canada numbers.
4. Type your text in the form and click the ‘**Send**’ icon. Hitting ‘**Enter**’ does NOT send your text.
**Note: **Messages sent and received at the Queue level can still be tied to a single agent for a specified period of time. The "SMS Last Agent Lookup Period" setting is configured in the Administrator Portal.
**Sending 1-to-1 SMS/MMS**
1. Click the ‘**Messages**’ icon from Side Bar or quickly launch an SMS from the Recent and Scheduled Calls tab.
2. Click ‘**SMS/MMS**’ from the *Messages* ribbon.
3. Ensure the outbound number selected correlates with the Globe Icon  . This signifies 1-to-1 SMS is configured and operational for that number.
4. Type the full phone number in the **'Enter Phone Number' **form.
- Please note: the phone number *must* follow international formatting, i.e., "+19495555555" for US/Canada numbers.
**Receiving an SMS/MMS**
**Note:** Your contact center must be configured for SMS in order to use this feature. If you are unsure if you have SMS configured, contact your administrator.
**Note:** SMS requires a service provider which must be set up in Contivio by your Administrator. The SMS gateway or service provider must provide bi-directional email-to-SMS traffic as all text messages are delivered via email.
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