Common SMS forwarding issues
Step 1: Configure SMS forwarding
1
Navigate to phone number settings
Go to Settings > Phone Numbers in the Hoop platform and select the number you want to forward SMS from.
2
Enable SMS forwarding
In the number’s settings, find the SMS Forwarding option and toggle it on. Enter the forwarding destination number in full international format (for example,
+15551234567).3
Save and test
Save the settings and send a test SMS to your Hoop number from a different phone. Confirm the message arrives at your forwarding number.
SMS forwarding and call forwarding are configured independently in the Hoop platform. Enabling one does not automatically enable the other.
Step 2: Check number format requirements
1
Use international format
Always enter forwarding numbers in E.164 international format:
+[country code][number]. For US numbers, this is +1 followed by the 10-digit number. Omitting the country code can cause forwarding to fail silently.2
Verify the forwarding number can receive SMS
Not all phone numbers can receive forwarded SMS. Landlines, some VoIP numbers, and toll-free numbers may reject incoming text messages. Test by sending a regular SMS directly to the forwarding number first.
3
Check for number type restrictions
Some carriers block SMS from certain number types. For example, messages from a short code or toll-free number may not forward successfully to all carriers. If this is the case, consider using a local number as the forwarding destination.
Step 3: Address carrier limitations
Carriers can interfere with SMS forwarding in several ways.Carrier spam filtering
Carrier spam filtering
Carriers apply automated spam filters that can block forwarded messages, especially if the content looks promotional or contains links. There is no way to bypass this from within Hoop. If messages are being filtered, consider the workflow-based alternative described below.
Rate limiting
Rate limiting
Carriers may throttle forwarded messages if a high volume is being sent in a short period. This causes delays rather than outright failures. Spread out message sending where possible.
Cross-carrier delivery
Cross-carrier delivery
Forwarding between different carriers (for example, from a Twilio number to a Verizon number) can introduce additional latency. Delivery times of 30 seconds to several minutes are normal for cross-carrier SMS.
10DLC registration
10DLC registration
If you are forwarding from an application-to-person (A2P) number, your 10DLC campaign registration status affects deliverability. Unregistered numbers may have messages blocked or throttled by carriers. Check your registration status under Settings > Phone Numbers > Compliance.
Alternative: Use a workflow instead of forwarding
If native SMS forwarding is unreliable for your use case, you can build a workflow that achieves the same result with more control.1
Create a workflow with an inbound SMS trigger
Go to Automation > Workflows and create a new workflow. Set the trigger to Inbound SMS and filter by the specific Hoop phone number.
2
Add a Send SMS action
Add a Send SMS action to the workflow. Set the recipient to your forwarding number and use the
{{message.body}} variable to forward the original message content.3
Include sender information
To know who sent the original message, include the sender’s details in the forwarded text. For example:
From: {{contact.phone}} - {{message.body}}4
Add conditions if needed
Use If/Else branches to only forward certain messages — for example, messages from specific contacts, messages containing certain keywords, or messages received outside business hours.
Testing your forwarding setup
1
Send a test message
Use a personal phone (not connected to Hoop) to send an SMS to your Hoop number. This simulates a real inbound message from a contact.
2
Verify delivery at the forwarding number
Check that the message arrives at your forwarding destination. Note the delivery time to establish a baseline.
3
Check Hoop conversation logs
Open Conversations in the Hoop platform and find the inbound message. Confirm it was received and that any forwarding or workflow actions executed successfully.