The Texting feature allows you to send pertinent Case information between a mobile number and Neos. A saved mobile number can be selected from anywhere (e.g., Case, Provider, Search, Intake, Message, etc.). Content is sent via text message to the selected mobile phone number. The recipient can view the message on their phone and reply to the sender. Text replies are received as emails, which can be posted to the Notes and Documents tabs of the associated Case/Intake.
With Neos Premium Texting, replies are automatically saved to the Case and displayed in the Communications Center > Text Messages Tab.
NOTE: The signed-in Staff must first have their email activated using Microsoft 365. Refer to Microsoft Office 365 Integration for details on activating Staff emails.
Important Message for Verizon Users
Verizon is retiring email-to-text, a common way to send a text by emailing a phone number, with full retirement expected by March 31, 2027. This follows AT&T, which shut off email-to-text in 2025. Neos standard texting sends messages this way, so once Verizon retires it, your clients using Verizon will not receive texts sent from Neos standard texting.
To prevent undelivered text messages from Neos, upgrade to NeosAI Platinum or add Neos Premium Texting.
Important Message for AT&T Users
Starting June 17, 2025, AT&T has blocked all email-to-text messages, including those sent through Neos. As a result, your clients using AT&T will not receive texts sent from Neos standard texting – this is an AT&T-wide policy affecting all software providers.
To prevent undelivered text messages from Neos, upgrade to NeosAI Platinum or add Neos Premium Texting.
A text message can be sent from Neos using the Send Text icon 
next to a saved phone number, using the Text Message option in the Create Menu, or the Send a Text option on a Contact.
NOTE: Text messages can now be sent to all Contacts within a Case or Intake.
Ensure the phone number is a mobile number. Neos cannot send text messages through a third-party service, such as Google Voice.
A New Text Message window will display when any option is selected for a supported mobile number.
Send To – Displays the recipient's name. This field is read-only if the selected mobile number is assigned to the Contact. When using the Create Menu, the Send To field will be a required Contact search field.
Phone – Displays the recipient's mobile phone number. Use the dropdown to select a different mobile phone number, if applicable. When using the Create Menu, the required Phone field will be blank by default and display phone numbers from the contact selected in the Send To field. To make changes to the recipient's phone number, open the Party or Contact General tab and edit the Phones section.
Post to Case – Choose the Case or Intake to post the text message. This Search/Select field lists all case/intake names and numbers where the Send To contact is associated in Neos. Use the dropdown to select from associated cases/intakes for the specified contact from the Send To field. You can also search for any case to associate the text message. If the Send a Text option is clicked from within the Case or Intake, this field will be automatically selected with the active Case or Intake. When using the Create Menu, this field will be blank by default and is required to send a text message.
NOTE: Text messages can be sent to any Contacts in a Case or Intake.
Body – Enter the body of the text message, up to 1,600 characters. Your email signature will be appended to the end of the text message, if applicable. This field will be disabled if your firm has Neos Premium Texting and the recipient has unsubscribed from your firm's text messages. Refer to Neos Premium Texting for more information.
Note: All replies from the recipient will continue to be sent to the signed-in Staff's activated email address from their Staff Profile > Staff Information tab.
Select Quick Text – Use the dropdown to select quick text for the Body of the text message. Quick text options are created in the Quick Fill Mini Directory. This field will be disabled if your firm has Neos Premium Texting and the recipient has unsubscribed from your firm's text messages. Refer to Neos Premium Texting for more information.
Click the Send button to send the text message. Click the Cancel button to abort the new text message.
NOTE: If the phone number is invalid, the following error message will display.
The text message will be sent to the recipient's phone number and displayed in your Microsoft 365 email Sent folder. A copy of the note is automatically posted to the Notes Tab of the Case or Intake with a Note Topic of "Text Message".
Neos Premium Texting
Similar to standard texting, text messages can be sent via Neos Premium Texting using the Create Menu, from a mobile number (e.g., in Search), or the Contact Card > New Text Message button.
A text can be sent to any Contact within a Case/Intake, and the record can be posted to any Case/Intake in Neos.
Character Limits & Text Count
Neos allows up to 1,600 characters in the Body of a single text message. A standard SMS, however, contains a maximum of 160 characters. When a message exceeds 160 characters, our integrated texting partner, Twilio, breaks it into multiple segments of 153 characters each for delivery.
NOTE: Each 153-character segment is billed as a separate text against your firm's monthly text allotment. A message of up to 1,600 characters can therefore consume multiple texts from your monthly total, even though it is composed and sent as one message in Neos.
Text messages sent and received using Neos Premium Texting will display in the Communications Center > Text Messages Tab.
NOTE: Some mobile phone carriers like T-Mobile may block Neos Premium text messages from being received that contain illegal or illicit content, regardless of the intent. Examples may include references to tobacco (including cannabis), alcohol, and firearms. Refer to the T-Mobile Code of Conduct for more information.
If a recipient replies with "STOP", "STOPALL", UNSUBSCRIBE", "CANCEL", "END", or "QUIT" to text messages sent from your firm, Neos users will NOT be able to send texts to that specific contact. Acceptable replies can be sent in uppercase, lowercase, or combination. The recipient's phone number will be placed in the "opted-out" status. They will receive a text message similar to the following when opt-out is confirmed.
To resubscribe to text messages from your firm, the recipient will need to reply with "YES", "START", or "UNSTOP". Acceptable replies can be sent in uppercase, lowercase, or combination. If they no longer have that text message, they can send a text to your firm's provisioned texting number. They will then need to reply with an acceptable word to opt in. They will receive a text message similar to the following when opt-in is confirmed.
