Getting Started with SMS

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Getting Started with SMS

SMS (Short Message Service) allows you to send text-only messages to your contacts' mobile devices directly through ActiveCampaign. This feature is pivotal for engaging with customers in real-time and ensuring effective communication. With SMS integration, businesses can reach their audience faster and enhance marketing strategies by including both SMS and email campaigns.

Why SMS Matters

In today's digital landscape, SMS marketing has become a vital channel for reaching customers. It is an efficient method to deliver messages that require immediate attention, offer promotions, or provide crucial updates. The instant nature of SMS can significantly improve customer engagement rates and overall satisfaction.

How to Access the SMS Feature

To access the SMS feature in ActiveCampaign, you must purchase the SMS add-on. This add-on is available to users with a Plus, Professional, or Enterprise plan.

Step-by-Step Instructions

1. **Purchasing the SMS Add-On**:

  - Navigate to the account settings.
  - Locate the section for **Add-Ons** and select the SMS add-on to purchase it.

2. **Setting Up SMS Sending Credits**:

  - If you are the **Primary Account Admin** or a user with billing permissions, you can purchase additional SMS sending credits directly through your account settings. Ensure you have sufficient credits for the messages you intend to send. 

3. **Compliance with SMS Regulations**:

  - For recipients in the **United States**, register for Application-to-person 10-digit long codes (A2P 10DLC) to comply with mobile carrier regulations. The registration process can take up to two business days.
  - For recipients in the **United Kingdom**, abide by the Know Your Customer (KYC) guidelines, which require businesses to verify their identity. The processing for this registration may take between 3 to 10 business days.

4. **Sending Your First SMS**:

  - After purchasing SMS credits, you may send your first SMS. Note that the first few messages will require a manual review by the ActiveCampaign Compliance team, which may take up to two business days.
  - During this review period, any attempts to send messages will be paused and held until the review is completed.

Configuration Options and Settings

- SMS Add-On: Requires purchase to activate the SMS capability. - SMS Sending Credits: Manage and purchase additional sending credits. - A2P 10DLC Registration: Required for compliance with US regulations. - KYC Registration: Necessary for sending messages to recipients in the UK.

Best Practices and Tips

- **Opt-In Requirement**: Ensure that all contacts have explicitly opted in to receive SMS communications. A general consent is not valid for SMS marketing. - **Message Clarity**: Keep your messages clear and concise to ensure effective communication. - **Frequency**: Be mindful of the frequency of your messages; overly frequent messages can lead to customer disengagement. - **Delivery Considerations**: Always follow the best practices for SMS delivery to enhance successful message transmission.

Common Use Cases with Examples

- **Promotional Offers**: Send time-sensitive discounts or special offers directly to your customers' mobile devices. - **Event Reminders**: Notify customers about upcoming events or webinars they signed up for. - **Transactional Messages**: Deliver crucial information like purchase confirmations or shipping alerts via SMS.

Troubleshooting

If you encounter issues while sending SMS messages, consider the following: - Confirm that you have sufficient SMS sending credits for your account. - Ensure that all recipients have opted in to receive messages. - Check the compliance status of your A2P 10DLC registration if sending to US contacts. - Verify that your messages do not violate any SMS sending regulations.

Related Features

- For more information on the SMS add-on and its purchasing procedure, refer to Purchasing_SMS_Credits. - To review SMS sending regulations, see FAQs_and_Glossary_for_A2P_10DLC.

FAQ

Q1: What plans include the SMS feature? A: The SMS feature is available with Plus, Professional, or Enterprise plans.

Q2: How long does the compliance review take for first SMS messages? A: The compliance review can take up to two business days.

Q3: What is A2P 10DLC? A: A2P 10DLC refers to a type of long code used for messaging that requires registration to ensure compliance with regulations.

Q4: How can I purchase additional SMS sending credits? A: As a Primary Account Admin or a user with billing permissions, you can purchase additional SMS sending credits from the account settings.

Q5: Are there regulations for sending SMS to recipients in the UK? A: Yes, businesses must comply with Know Your Customer (KYC) guidelines which require registration and verification to enhance customer protection.

Q6: What should I do if my SMS messages are paused? A: If your SMS messages are paused, it may be due to compliance review. Wait until the review process is complete.

Q7: How do I ensure successful SMS delivery? A: Ensure that contacts have opted in, follow best practices for sending, and verify compliance with SMS regulations like A2P 10DLC and KYC. ```