Agents Cannot Send Email and SMS Messages Due to a Blank Sender Field

Having trouble sending an SMS or email message because the "From" field is blank?

Written by Pat Parkhill

Updated at August 4th, 2025

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Issue

In U15 or a later version, when agents attempt to send email or SMS messages, the From field is empty.

Cause

An email address or an SMS number has not been assigned to the service used by the agents.

Resolution

Log in to the LiveVox Portal.
Decision Tree

Assign an email address or an SMS number to the service used by the agents.
- Email
- SMS
On the Configure tab, click Email > Email Channel.
The Email Channel window appears.

Delete
The Add button, which appears in U17+, enables you to add an email address. For information about how to add an email address, see Adding an Email Address in the Product Documentation.

Double-click the email address you want to assign to the service.
The Email Channel pop-up window appears.

On the Services tab, in the Available section, select the service.
The selected service appears in the Assigned section.

Click Save.
The email address is assigned to the service.
On the Configure tab, click SMS > SMS Channel.
The SMS Channel window appears.

On the Codes tab, double-click the row displaying the SMS number that you want to assign to the service.
The SMS Channel pop-up window for the selected number appears.

In the Available section, select the service.
The selected service appears in the Assigned section.

Click Save.
The SMS number is assigned to the service.