Swivel offers two separate communication features: VOIP integration for calling and native texting for SMS. While VOIP enhances your calling experience, Swivel’s built-in texting handles all text messaging and is required for automations like SMS appointment reminders and confirmations.
If you use a VOIP system as your office phone, connecting it to Swivel enables click-to-dial and automatic call logging directly from your contact records.
Understanding how these two features work—and when to use each—ensures your communication setup runs smoothly.
Swivel’s Native Texting & Automations
Swivel’s built-in SMS (text messaging) lets you send and receive text messages for both individual conversations and mass communications. It is required if you want to use Automations to send scheduled or triggered SMS communications, such as appointment reminders and confirmations, or other types of outreach. VOIP integration does not support SMS within Automations.
Native texting from Swivel is required for:
Automated appointment reminders and confirmations
Automated follow-up messages and notifications
Any text messages sent through Automations
Broadcast text campaigns (sending one message to multiple contacts at once)
Key Benefits of Native Texting from Swivel
Messages are automatically logged to the contact record
Supports SMS in Automations
Manages opt-in requests before campaigns
Enables better tracking and reporting
Works independently of any phone integration
VOIP Integration for Calling
Integrate a VOIP provider only if you want to enhance calling capabilities within Swivel.
Supported options include:
VOIP Provides:
Click-to-dial — Call directly from any contact record
Automatic call logging — Track inbound and outbound calls in a contact's Communications Log
Important Notes About VOIP
VOIP integration does not enable or improve texting inside Swivel
VOIP is only necessary for calling features
It is recommended that VOIP be used strictly for voice functionality.
When to Use Each Feature
Goal | VOIP required? | Swivel Texting required? |
Use SMS in automations (automated appointment reminders, confirmations) | No | Yes |
Broadcast text campaigns | No | Yes |
Click-to-dial calling | Yes | No |
Automatic call logging | Yes | No |
🔍 Tip: If your priority is SMS automations, native texting is required. If your priority is enhanced calling, VOIP integration is required.
Why This Matters
Understanding the distinction ensures your communication setup works as intended:
Use Swivel native texting for sending texts, managing conversations, and running SMS automations.
Use VOIP integration for click-to-dial and automatic call logging.
For the cleanest setup, integrate a VOIP system like RingCentral or Intulse for calling, while continuing to use Swivel’s native texting for all SMS communication.
This gives you the best of both worlds: integrated calling with proper text message documentation and automation support.
FAQs
Can I use the same phone number for calling and texting in Swivel?
Can I use the same phone number for calling and texting in Swivel?
No. Calling and texting in Swivel use two entirely separate systems. Your calling number lives with your VOIP provider (like RingCentral or Intulse), while your texting number is a separate number registered through Swivel's native texting platform. This means most users will have one number for calls and a different number for texts.
This is actually more common than it might seem. Think of how your doctor's office calls you from one number but sends appointment reminders from another. In your Swivel texts, you can always include something like "For questions, please call us at [your main number]" to keep things clear for your clients. Many advisors find this setup works seamlessly once their clients know what to expect.
Can I port or host my existing phone number to use for BOTH calling and texting?
Can I port or host my existing phone number to use for BOTH calling and texting?
No. When a number is ported or hosted into Swivel's texting system (through Twilio), it becomes a texting-only number. It will no longer receive voice calls through your previous provider. If you also want to use calling inside Swivel through RingCentral or Intulse, that requires a separate phone number set up through that VOIP provider.
What if I already use RingCentral and want to text through Swivel too?
What if I already use RingCentral and want to text through Swivel too?
You can absolutely do both. You would keep your RingCentral number for calling, and you can still send texts directly through the RingCentral widget inside Swivel. However, those RingCentral texts will not log to Swivel contact records and cannot be used with Swivel automations. For automated reminders, broadcast campaigns, and logged conversations, a separate Swivel texting number is required. Many advisors use their main line for calls and a dedicated Swivel number for appointment reminders and campaigns.
Can I text through RingCentral AND use Swivel automations for texting at the same time?
Can I text through RingCentral AND use Swivel automations for texting at the same time?
Not with the same number. RingCentral texting and Swivel native texting are separate systems. RingCentral texts sent from the widget inside Swivel will not trigger or be tracked by Swivel automations. If automations are important to your workflow, you will need a Swivel texting number set up independently of your RingCentral account.