Send SMS messages with automation

```mediawiki Navigation: Main_Page > Automations > Send SMS messages with automation

Send SMS messages with automation

Introduction

The ability to send SMS messages to your contacts through automation is an essential feature of ActiveCampaign that enhances your communication capabilities. SMS (Short Message Service) messages are convenient, text-only messages sent directly to a contact's mobile device. Currently, this feature is available only as an add-on for users with a Plus, Professional, or Enterprise plan, emphasizing the need for appropriate service levels to access SMS functionality.

Utilizing SMS messaging via automation helps businesses reach their contacts instantly, ensuring a higher engagement rate compared to traditional email communication. Since SMS messages yield almost immediate delivery and read rates, integrating them into your marketing strategy can significantly improve outcomes, streamlining customer interactions and response rates.

How to Access This Feature

To begin utilizing the Send SMS messages with automation feature, you must first ensure you have the SMS add-on purchased with your ActiveCampaign account. Once you confirm this, follow these steps:

1. Navigate to the left menu and click on Automations. 2. Select the automation workflow you wish to add your SMS message to by clicking on the Edit button.

Step-by-Step Instructions

Once in the automation editing interface, you can create your SMS message by following these detailed steps:

1. **Select the Node**: Click on the node (+) in your automation workflow. 2. **Add SMS Action**: In the options that appear, click on the Send an SMS action located under the Sending category. 3. **Name Your SMS**: In the SMS name field, enter a name that will help you organize your SMS messages. 4. **Choose Recipients**: On the Send to dropdown, specify whom you want to send the SMS. 5. **Schedule Send Timing**:

  - Click Edit next to the Send On option.
  - Select the days you want the SMS to be sent. Note that if a contact qualifies for this step outside the selected days, they will skip to the next step.
  - Choose a time range for sending your SMS. If a contact hits this step outside the specified time range, the SMS will not be sent.
  - Click Done to confirm your scheduling parameters.

6. **Configure Sender and Opt-out Instructions**:

  - Click Edit beside the Include option.
  - In the Sender name field, input the name expected to be displayed to your contact.
  - Choose whether to include the default opt-out instructions, which indicate how contacts can opt out of receiving these messages (e.g., "Reply STOP to opt out"). You can customize this messaging, ensuring that terms such as "stop," "end," "quit," "stopall," or "unsubscribe" are included if not using default language.

7. **Compose Your Message**: Enter the content of the SMS message you wish to send. Personalization tags can be utilized for a tailored approach; however, remember that SMS messages have a limit of 160 characters. If using personalization tags, ensure that your message will remain within this limit. 8. **Save Your Configuration**: After finalizing your SMS content and settings, click Save to apply your changes.

Configuration Options and Settings

While configuring your SMS in the automation, it is crucial to understand a few important aspects:

- **SMS Add-On**: This feature requires the purchase of the SMS add-on. Ensure you verify this in your pricing plan settings. - **Mobile Number Formatting**: All mobile phone numbers must adhere to the E.164 format for contacts located outside of the United States. This includes:

  - A "+" prefix
  - The International Country Calling code
  - The Local Area code
  - The Local phone number
  For U.S. contacts, a standard format (e.g., 123 456 7890) suffices, without needing to follow E.164.

- **Default Phone Field**: Mobile phone numbers must be stored in the default ActiveCampaign phone field. Numbers stored in custom fields will not support SMS delivery.

Best Practices and Tips

- **Obtain Permission**: Ensure all contacts have granted permission to receive SMS messages. Sending unsolicited messages can lead to opt-outs and damage to your brand's reputation. - **Clear Opt-Out Instructions**: Always provide clear instructions on how contacts can opt out of receiving messages. - **Stay Within Character Limits**: Keep your SMS concise and engaging, ensuring you remain within the 160-character limit to maximize message effectiveness. - **Schedule Wisely**: Optimize sending times based on your audience's behavior patterns. Experiment with different days and times to find optimal engagement windows. - **Testing**: Consider running test messages to yourself or a small group before launching broad SMS campaigns to ensure everything appears as intended.

Common Use Cases with Examples

1. **Appointment Reminders**: Send SMS notifications to confirm upcoming appointments, keeping your clients informed and helping reduce no-shows. 2. **Promotional Offers**: Use SMS to promote limited-time offers or discounts, increasing urgency and driving immediate action from your audience. 3. **Event Notifications**: Notify contacts about upcoming events or webinars, ensuring they have all relevant details right on their mobile devices. 4. **Survey Links**: Encourage feedback by sending out quick surveys through SMS, helping improve products or service offerings based on customer experiences.

Troubleshooting Section

- **SMS Delivery Failures**: If SMS messages are not being delivered, check that contact numbers are in the correct format and that they are stored in the default phone field. - **Opt-out Issues**: If a contact reports they aren’t receiving SMS messages after opting back in, verify if their number is still registered correctly and not in a blocked status.

Related Features

- For more information on automations, see Automations. - Learn about other messaging options in Email Marketing.

FAQ

• What plans support the SMS feature?

Only the Plus, Professional, and Enterprise plans support SMS messaging with the purchase of the SMS add-on.

• Do contacts need to opt-in for SMS messages?

Yes, you must have permission from contacts to send SMS messages to ensure compliance and respect privacy.

• How do I format international phone numbers?

International numbers must follow the E.164 format, which includes a "+" sign followed by the country code, area code, and local number.

• Can I customize the sender name?

Yes, you can set a Sender name that will be displayed to your contacts receiving the SMS.

• What happens if I send an SMS outside of the scheduled time?

If a contact reaches the SMS step outside the chosen timing or days, the message will not be sent, and they will move to the next step in your automation.

• How can I ensure my SMS messages are delivered successfully?

Make sure to store mobile numbers in the default phone field and format numbers accurately according to requirements.

• Is there a character limit for SMS messages?

Yes, SMS messages are limited to 160 characters to ensure they are compact and easily readable.

For additional information, you can view our SMS pricing page and learn about supported countries. ```