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 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
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
🚧 Important: If you want to leverage text messaging with Automations, activating Swivel's native texting is required.
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.