Step by step instructions and some useful tips on SMS Functionality
Create Message
Click on + Create > Interaction
Add the required field details:
Subject
Communication Methods > Select the SMS message type:
Date and Time
Confidentiality (if required)
Contact Group
Stakeholders
Message > Enter SMS Message - please note: there is character limit of 1600 characters
Click on Save & Continue to finalise the SMS interaction and to add scheduling details - this step is required before you can send the SMS.
Navigate to the Details tab and select a scheduling date and time:
Once you have confirmed all the details are correct, click on the green Send button to send your SMS.
You will receive a confirmation pop-up notification "Successfully sent."
You can check the Interaction record to review the sending status of your Stakeholders (recipients).
If your SMS fails, you will receive an email notification.
Troubleshooting and further details
You may have a Failed status if:
Your stakeholder does not have a valid mobile phone number
Your account is not set up correctly, e.g. to send from the correct Country Code. See help article on setting up Twilio
You do not have enough credits to send your SMS
You have exceeded the 1600 character limit
Twilio SMS Messaging Character limits
Maximum Length: Twilio supports messages up to 1600 characters for all messaging channels, including SMS, MMS, WhatsApp, and Facebook Messenger.
Recommended Length for SMS: Twilio recommends keeping SMS messages to 320 characters or less to ensure the best deliverability and user experience.
Segmentation:
GSM-7 Encoding: Messages are segmented into 153 characters per segment.
UCS-2 Encoding: Messages are segmented into 67 characters per segment.
Error Handling: Outgoing message requests that exceed 1600 characters will fail with Error 21617. Incoming messages that exceed 1600 characters will be truncated and marked as failed with Error 21617.
If you have any difficulty with any of these steps, your Customer Success Account Executive can assist you to troubleshoot, or contact us on [email protected].