Which fields should be used in Emarsys for mobile phone numbers?
Mobile (system field) and Mobile SMS opt-in (custom field created when the SMS module is enabled for your account). Do not use the Phone field.
What are the valid formats for mobile numbers?
Country or region codes are required, but the leading ’00’ or ‘+’ are optional. In other words,
are all accepted.
Does the mobile number format have to be the same for all contacts in my account?
No, all three of the variations shown above are allowed, as long as they are correct.
If I send SMS to only one destination, can I avoid using a country or region prefix?
No, please add prefix to each number.
Are spaces in the mobile number allowed?
Spaces are allowed, but not recommended. If in doubt, test this by sending yourself a test SMS.
What are Short / Long / Toll free / Vanity codes ?
- Long Code : A normal length cell phone number.
- Short Code: A short length ( usually 6 digits ) number.
- Shared Short Code : A short length code, only applicable for sending in France.
- Toll free Code : A long length number. Its length varies by country or region, but as a general rule, it always starts with a dialing prefix like the geographical area code.
- Vanity Short Code: Thats a short length (like short code ) number, but you can select an easy to remember number.
Who pays for the message in the case of Toll free numbers?
When using a Toll free number, your customers do not have to pay when replying to your message. However, the cost of your customers' reply messages will be charged to you.
Can I have 1 short code for more than 1 destination country or region?
No. Short codes are numbers, which work in a specific country or region only, so, if you want to handle the STOP keyword, or any other keywords, and you are sending to multiple countries or regions, you need to acquire 1 code per destination.
What is 1 way and 2 way messaging ?
- 1 way: You can only send messages to your customers, customers cannot reply via SMS to your messages.
- 2 way: You send through a cell phone number, so that your customers can reply to this number, and send messages back.
Can I send 1 way and still handle keywords such as STOP ?
No. If you want to handle ANY keyword, you need to acquire an inbound number (one of the options listed above).
What are the benefits of short codes?
- The shortcode becomes identifiable with your brand.
- Since it is a 5-6 digit number, it is easy to type. Hence, it is also easier to remember.
What are the benefits of long codes?
- Since it is a standard 10 digit number (in many countries or regions), the message feels more like coming from a real person.
How much does a Code cost, and how much time it takes to get one?
It is different from one country or region to the other. Both costs and setup time and process are different. Rental has to be paid monthly for the entire period of usage, and there is a one-time setup fee that is charged by the aggregator.
In some countries or regions, getting a short code requires a due diligence process, which can take a couple of weeks.
Do I have to contact the aggregator to set up a Code?
Normally not, Emarsys does that for you, and the payments are done in the following way:
You pay Emarsys and Emarsys pays the aggregator.
I already have a Code, can I keep using it in Emarsys?
This is only possible if your Code provider (aggregator) is already integrated with Emarsys as an official SMS provider.
Can I change my From name / Sender name at any time?
When changing the From Name, you could trigger spam filters. Therefore, always ensure to test your SMS campaigns thoroughly, after changing your From Name.
Can I edit the campaign after I’ve launched it?
Once the first message has been sent in an SMS campaign, you cannot edit any of the content except for the unsubscribe landing page. This applies equally for Automation Center campaigns and for ad hoc and batch campaigns.
For SMS messages used in Automation Center programs you can continue to edit the entire message after the program has been launched. The editing restrictions apply only after the first text message has been sent by the program.
Can the SMS contain URLs?
Yes it can. However, some SMS routes to the Nordic countries, e.g. Sweden, Finland or Denmark, require the URLs to be registered before you send your campaign. In case you need any assistance, please contact Emarsys Support to register your URLs, which might take a couple of days to complete.
Delivery and responses
Can I send SMS to my customers in different countries?
Yes, but please be aware each destination will be charged differently.
Can I send SMS campaigns from the Emarsys Platform using my own vendor?
No. Emarsys takes care to integrate with the best vendors on the market, and cannot support every vendor.
Can I estimate the cost of each SMS campaign?
Yes, Emarsys provides you with a detailed Campaign summary. For Automation Center programs, we can’t calculate the exact cost, as we can’t predict the amount of SMS that will be triggered.
What happens if the estimate is more than my current balance?
The campaign will not be launched and you will be notified that you need to top up your balance.
How long should it take to top up the account balance?
Only a few seconds, as long as we are provided with proof of the transaction.
Which currencies can I use to top up my balance?
You can top up your balance in any currency. However, we will convert this in your Emarsys account into one of the following: EUR, USD and HKD. If you would like to use different currency in your account, please contact Emarsys Support.
What happens if I run out of credit in the middle of launching a campaign?
If there is insufficient credit at the moment of launch the campaign will not be sent and will remain in the Campaigns tab. Once the credit has been topped up you can send it again.
Do we have a frequency cap for SMS messages?
There is no dedicated feature for SMS messages, but you can easily use the Automation Center participation settings to control how many messages a contact can receive.
Are soft bounces deactivated like email addresses after the 2nd launch? Or will they stay valid?
The number stays valid, because soft bounces mean that the carrier’s message queue was full at the exact time of delivery, or the recipient’s device was temporarily unavailable, and therefore messages can still be sent to it in the future.
What other reasons are examples of an unsuccessful delivery?
Apart from soft bounces, we have:
- Hard bounce – The cell phone number no longer exists on that carrier.
- Unknown – The carrier replied back with an “unknown” reason for the unsuccessful delivery of this message.
- With carrier – The message was delivered to the carrier but they have not returned the status.
What happens if a contact changes a mobile number that has previously been hard bounced?
Changing a mobile phone number will automatically reset the bounce status for that contact, and they will be able to receive messages again.
Can I only send SMS to contacts with SMS opt-in?
Yes. We allow only permission-based marketing for SMS as we do for email. However, since at the beginning no contacts have an explicit
True value for the field Mobile SMS opt-in, we do allow to send to contacts with an empty value. Contacts with a
False value for this field will not be sent SMS messages. Similarly to the rules applying for email opt-in, you cannot overwrite this field from
True using .csv data imports.
What do I do if I want to use SMS for transactional messages, e.g. system notifications, which do not require opt-in?
We have a feature that can be activated on demand, which allows for certain messages in Automation Center and Interactions programs to ignore opt-in. Please note that it is always your responsibility to separate unsubscribes from the batch messages. We suggest using two threads, one for batch messages and one for transactional ones. Please contact Emarsys Support for more information.
What unsubscribe options do you offer?
Two option are available. The simplest (and cheapest) is to insert an unsubscribe link in your content. The second is 2-Way messaging, for which you need to purchase a short/long code (which is expensive), and then you can ask your customers to reply with a keyword to the message. Note that your customers will also have to pay for their reply.
Where are the replies listed? Can they be forwarded like email replies?
Contacts who have replied to an SMS campaign are listed on the Inbound SMS tab. Remember that you need a numeric sender ID in order to be able to receive replies.
Do I have to include an opt-out?
Sometimes. If you are sending any kind of marketing material, you must do so in order to comply with SMS regulations. Transactional messages (such as shipping confirmation) do not need an opt-out.
Do contacts need an Internet connection to unsubscribe?
Only if you use an unsubscribe link. “STOP” keywords do not require an Internet connection.
Can I integrate SMS with the Emarsys API?
What happens if a contact with duplicated phone numbers in the contact database send an unsubscribe SMS to the inbound number?
The contact will not be unsubscribed, as only one record will be removed. Make sure to keep your database clean of duplicates.