If you want to migrate your existing SMS touchpoints deployed in the Talkdesk EU region from a US instance to an EU instance, please review the prerequisites below and follow the step-by-step instructions.
Important Note: SMS EU instance is supported for accounts operating within the EU and UK regions of the Talkdesk production environment.
Prerequisite Conditions [Mandatory]
Contact Talkdesk Customer Care to request SMS EU enablement on your account.
If your account uses the Chat channel, you must have already migrated Chat to the EU instance before proceeding. Refer to Talkdesk Digital Engagement: Migrating EU Chat Touchpoints for steps. If you do not use Chat, this prerequisite does not apply.
Only EU and UK phone numbers can be used on the EU instance. If you need to purchase an EU or UK phone number, contact Talkdesk Support.
Step 1
Delete the SMS touchpoint you want to migrate to the EU region. Before doing so, it is recommended to close ongoing conversations associated with this touchpoint manually. Any conversations still open at the time of deletion will be automatically closed by the system.
Step 2
Re-create the SMS touchpoint using the same EU phone number. Once created, the touchpoint will automatically connect to the EU instance.
Important Information
We strongly recommend completing all prerequisites before proceeding. Skipping steps or using an incorrect phone number may result in the following issues.
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Using a US phone number for EU migration
US phone numbers are not supported on the EU instance. Ensure the phone number you are using is EU or UK-eligible before proceeding.
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Migrating SMS to the EU while Chat remains on the US instance.
SMS EU is not compatible with Chat US. Both channels must use the same regional instance.
Note: The SMS EU capability is managed per individual SMS touchpoint/phone number. You may have a mix of EU and US SMS touchpoints within the same account.