Cradle

Admin & setup

Getting SMS switched on for a Cradle number

How an admin asks Cradle support to enable SMS on a Cradle number, what to include in the request, and what to expect.

SMS is enabled per Cradle number by Cradle support. There's no self-serve toggle in the admin portal today. This article covers how to raise the request and what we'll talk through with you.

What you'll need

  • Admin access to the Cradle account.
  • The country you want to message in (Australia or United Kingdom). SMS isn't available on New Zealand numbers today, see SMS availability today.
  • A rough sense of who on your team will be using SMS.

How to ask

Pick whichever channel suits you, all three reach the same support team.

Option 1: Chat

Open the chat widget at help.cradle.io. Tell us you'd like to enable SMS, plus the details below.

Option 2: Ticket form

Submit a ticket via the support form at help.cradle.io. Choose the option for SMS or messaging, and include the details below.

Option 3: Email

Email help@cradle.io with the details below.

What to include in your request

  • The Cradle number you want SMS on (or that you'd like to add an SMS number to your account).
  • The country you're targeting (AU or UK).
  • A rough idea of which users on your team need to send and receive SMS.

What happens next

When we get your request, we'll:

  1. Confirm SMS is available in your country (AU and UK today).
  2. Walk you through how SMS pricing works for your setup. Pricing varies by country and volume, so we'd rather talk it through than quote it up front.
  3. Provision a Cradle SMS number for your account. Your existing voice numbers stay as they are. See Why does my Cradle SMS need a separate number? for why.
  4. Confirm timing for when it'll be live.

Once SMS is switched on, the messaging icon appears in the Cradle desktop app for everyone on your team who has access to the SMS number.

A few things to know

  • SMS is desktop-only today. Windows and macOS. Mobile-app SMS is on the roadmap for mid-2026.
  • SMS is country-confined. An AU SMS number sends to AU mobiles; a UK SMS number sends to UK mobiles. You can't message across countries reliably.
  • AU and UK SMS requires a mobile-shaped number. Local and landline numbers can't legally send SMS in those markets. If your existing Cradle business number is a landline or local, we'll provision an additional mobile-shaped Cradle number for SMS. That mobile number isn't SMS-only; it can also place and receive voice calls.

Support hours

Cradle support is available 8:30 am – 5:00 pm New Zealand time, Monday to Friday.

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