In This Section

SMS Channel Setup

Overview

The SMS channel allows you to send SMS texts to contacts as batch or automated messages using Cordial's native SMS solution.

Please contact your CSM for details about enabling the SMS channel for your account. The short code provisioning process may take anywhere from 8-12 weeks to complete due to the mobile carriers' requirements.

Once your short code has been approved and SMS channel enabled for your Cordial account, you will gain access to SMS Settings directly in the Account Settings page.

SMS Settings

To access the SMS channel settings, log in to your Cordial account and open the dropdown menu in the top right corner. Navigate to Account Settings and select the SMS Channel link from the left navigation menu.

Let's explore the available configuration options in more detail.

Configure Your SMS Program

This is where your general SMS program details can be configured. Much of this information will be populated on your behalf by your CSM during the initial SMS channel setup.

  • SMS shortcode - Your SMS short code. Must be an approved and active short code.
  • Program name - Enter the name of your program. Learn about using the SMS program name via the API.
  • Program keyword (optional) - Enter one or more keywords that contacts will text to your short code in order to subscribe to your SMS program. If not specified, the default opt-in keywords will still apply (YES, Y, OPTIN, OPT-IN).
  • Brand name - Enter your brand name.

Customize Your Messages

Your SMS channel is automatically configured to support the double opt-in signup method. The double opt-in workflow requires contacts to confirm their intent when signing up to receive SMS messages.

In this section, you can customize your opt-in, confirmation, and help messages. All three messages can be edited at the same time.

Note: To maintain regulatory compliance, double-check that your messages are entered exactly as they appear on your carrier approved SMS short code request form.
Tip: We recommend using a link shortening service such as Bitly for links in your opt-in, confirmation, and help messages. Always ensure that shortened links will not change or expire after a set period of time.

Opt-in, confirmation and help messages can contain up to 160 characters per message. When the character count exceeds 160, the message in question will be processed as two or more separate messages, depending on length. Additionally, the following extended characters will count as two characters instead of one:

|, ^, €, {, }, [, ], ~, \

Note: Messages encoded in UTF-16 are limited to 70 characters instead of 160. The use of emojis 🙂 in SMS changes character encoding to UTF-16 and reduces the message character limit to 70.

Opt-In Message

Your contacts will receive the opt-in message immediately after texting any of the program keywords to the short code. Note that contacts are not subscribed until they confirm their intent, or double opt-in, by responding with one of the approved opt-in keywords. The subscribe status is set to pendingDOI while Cordial waits for a response.

Be sure to include keywords for OPTIN, HELP and STOP.

Opt-In Confirmation Message

The opt-in confirmation message will be sent to contacts who confirm their subscription following receipt of the opt-in message. This is the conclusion to the double opt-in workflow and the contact is now subscribed to receive SMS messages.

Learn more about SMS subscribe status.

Based on SMS messaging best practices, your confirmation messages should include the following information:

  • Program name and purpose - Provide the name of your SMS marketing program along with a brief purpose.
  • Number and frequency of messages - Inform your contacts of message quantity and send frequency they should expect (number of messages/frequency).
  • Message data & rates disclosure - This is the required verbiage reminding your contacts that their mobile carrier may impose data and messaging fees.
  • Opt-out instructions - Include valid opt-out keywords such as STOP, QUIT, and OPTOUT. Learn more about SMS subscribe status and default keywords.
  • Help and stop keywords - Let your contacts know which keywords to text for support and to cancel further messages, such as the HELP and STOP keywords.

Help Message

You can also customize the message contacts will receive when responding with the HELP keyword.

Your help message should include one or more assistance outlets such as a support email address or a customer service phone number. The help message should not result in a dead-end without any recourse.

Tip: Append opt-out and help keywords to your messages at least once monthly as a way to remind your contacts how to unsubscribe and where to go for help. Including this reminder will count toward the SMS message 160 character limit so it is best suited for one of your shorter messages.

Default Stop Message

Your contacts can unsubscribe from receiving further SMS messages at any time using any of the approved opt-out keywords such as STOP. Contacts will be unsubscribed immediately upon texting an opt-out keyword and will receive the following message:

  Brand Name: You are unsubscribed from Brand Name alerts. No more messages will
  be sent. Reply HELP for help.

Contacts can also be unsubscribed via the API.

Test and Preview Your Setup

You can live preview your opt-in, confirmation, and help messages individually by sending tests to a mobile phone number. Open the Send Test modal and choose which message to test, enter the recipient's phone number, and click Send Test Now.

When you are satisfied with your SMS channel settings, you can begin creating messages using the SMS channel.

Notes on SMS Functionality

Subscribe status

Subscribing a contact

A contact's SMS marketing program subscription status will be set to subscribed when they reply to the opt-in message with one of the confirmation keywords (not case sensitive):

  • y
  • yes
  • optin
  • opt-in

Unsubscribing a contact

A contact's SMS marketing program subscription status will be set to unsubscribed when they send a message to your short code with any of the following keywords (not case sensitive):

  • stop
  • cancel
  • quit
  • end
  • unsubscribe
  • optout
  • opt-out
Note: When a contact texts one of the above unsubscribe messages to your short code, they will be added to a suppression list at the carrier (i.e. Verizon, At&T, etc.) for 90 days. To remove the contact from the carrier's suppression list, they must text UNSTOP to your short code. Note that this will only remove them from the carrier's suppression list, and not change their subscribe status in Cordial. To change their subscribe status, the contact must opt in again by sending one of the opt-in keywords.

Supported regions and countries

Currently, only U.S. issued short codes are supported. Your U.S. based short code cannot be used to send messages to non-U.S. phone numbers and over non-U.S. carrier networks.

SMS short codes use one-way communication

SMS short code messages are used for one-way communication and cannot be used for conversational purposes. For example, you can send an SMS to promote a shoe sale, but contacts will not be able to respond with questions regarding the sale or request information on a recent order.

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