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Can Calls to My Short Code Be Forwarded?

Bassel Magdy
Updated

Short answer

No. US short codes are text-only, so calls to your short code can't be forwarded to another number. This is a carrier-level limitation, not a Mobile Commons setting, so it can't be turned on for your account.

You can still help supporters reach your organization by phone. The two best options are a well-structured contact card (.vcf) and a phone number in your HELP response, both covered below.

Why callers hear a carrier message

Short codes are provisioned by the carriers for text messaging (SMS and MMS) only. They aren't set up for voice service, so carriers don't route calls to them. When someone dials your short code, their own carrier plays an error message, for example a Verizon recording. This is expected behavior and doesn't mean anything is wrong with your messaging program.

This most often comes up when a short code is saved in a contact card. A supporter taps the number on the card, their phone tries to place a call, and they hear the error.

Set up your contact card so calls go to the right number

Keep your short code on the contact card, but list your voice number first and label the short code as text only. The short code needs to stay on the card: it's what lets supporters' phones show your organization's name on incoming texts instead of a bare number.

  1. List your support or helpline number as the main phone number on the card.
  2. Add your short code as a separate phone entry.
  3. Give the short code a clear label, such as "Text only."
  4. Test the card on both an iPhone and an Android phone before you send it.
Contact detail Label Value
Phone (call) Helpline 1-800-555-0100
Short code (text) Text only 12345
Website Website https://www.example.org

If you build the .vcf file yourself, here's an example. The item1. lines group the short code with its custom label:

BEGIN:VCARD
VERSION:3.0
FN:Example Organization
ORG:Example Organization
TEL;TYPE=WORK,VOICE,pref:+18005550100
item1.TEL:12345
item1.X-ABLabel:Text only
URL:https://www.example.org
END:VCARD

Replace the name, phone number, short code and website with your own. iPhones display the custom label. Some Android phones show it as "Other" or "Custom" instead, which is why testing on both matters.

Add a phone number to your HELP response

Your HELP response is another easy way to point supporters to a voice line. Industry guidelines already expect HELP replies to include contact information, such as a toll-free number or a support email. If yours has only an email or a website, consider adding your phone number. For example:

Example Org: For help, call 1-800-555-0100 or visit example.org. Msg & data rates may apply. Reply STOP to opt out.

Any time someone texts HELP to your short code, they'll get the number to call right away.

Good to know

  • Contact cards (.vcf) can be sent over MMS in broadcasts, opt-in paths, scheduled messages, and direct messages. They aren't supported in RCS components.
  • Each phone and contacts app shows a card a little differently, so always send a test to yourself before a broadcast goes out.
  • If you have questions about your contact card or HELP response, contact Mobile Commons Support, and we'll be glad to review them.

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