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 Program Keywords

There are two types of programs keywords - one that triggers double opt-in and one that triggers single opt-in. Double opt-in is the default for all SMS program.

Double Opt-in Message (DOI): - Cordial automatically responds to a text-to-join message with an SMS message asking the contact to confirm their intent to subscribe by replying with a specific confirmation keyword (ex: "yes"). Once the user responds to the DOI with an affirmative response, Cordial automatically responds with a confirmation message and the contact is subscribed to SMS.

Single Opt-in Message: A mobile device contact texts a specific keyword (ex: "join") to a client owned short code. This action subscribes the contact to the SMS channel.

• Single opt-in "Matches exactly" operator: When the "Matches exactly" option is selected (the default option), a second input is shown that will accept either a single word or a phrase. The Matches exactly operator is generally used with sentences, like, "Sign-up for Cordial text messages". 
• Single opt-in "Contains" operator: When the "Contains" option is selected, the keyword (ex: "join") is shown in read-only text and not able to be edited.

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.

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:

|, ^, €, {, }, [, ], ~, \

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.

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.

SMS: EasyText Signup

With Cordial’s Lightbox, contacts using a mobile device on your website to opt into SMS can receive an EasyText Signup. EasyText Signup allows for simple SMS opt-in by pre-populating the message and short code into the contact's mobile device. The benefits of EasyText Signup is a more seamless opt-in to your SMS program where the contact isn’t required to enter their mobile number. The mobile device is automatically detected and the SMS opt-in is sent to the device.

How it works

When a contact enters their email address on the Cordial Lightbox, the contact is asked to complete their sign up by opting in for SMS messages. The contact clicks on the sign-up button which loads the pre-populated message to the brand’s short code. The contact simply clicks the send option in the SMS app to begin the SMS double opt-in process.

The EasyText Signup is setup in the Cordial Webform Lightbox in the custom JavaScript section.

Populate your short code in the JS snippet as an sms parameter (sms:10907) and the body of message in JS snippet as body parameter (body=Send this text to subscribe to recurring automated personalized marketing alerts (e.g. cart reminders) from clientName

Custom JS Code

function getMobileOperatingSystem() {...}

if (Android) {parent.window.location.href = "sms:10907?body=Send this text to subscribe to recurring automated personalized marketing alerts (e.g. cart reminders) from clientName";

}

else {parent.window.location.href = “sms:10907&body=Send this text to subscribe to recurring automated personalized marketing alerts (e.g. cart reminders) from clientName”}

Cordial’s TCPA compliance

All mobile programs must be reviewed by the mobile carriers (Verizon, AT&T and others) for compliance with the TCPA laws, and CTIA guidelines. In addition, it’s important that marketers adhere to the Code of Conduct put forth by the Mobile Marketing Association. 

Cordial works with our clients to help them through this process, which requires the submission of program components to be reviewed & approved by the carriers. It is up to you as a marketer, and your legal team to ensure you comply with the laws & guidelines.

With Coridal's native SMS offering, TCPA compliance is inherent in the platform. 

• a native SMS double-optin flow, which sends the opt-in message. Once the contact opts in, the confirmation SMS message is sent and the contact will be set to subscribed.
• all SMS contacts are required to complete the double-optin flow before the platform will allow sending SMS messages to that contact.
  
• a contact’s subscribe status, date subscribed, keywords used to subscribes are available on the contact's attribute profile.
• automatic unsubscribe of a contact who replies with the opt-out keywords.
• Cordial receives and processes a list from our mobile aggregator that deactivates bad numbers. We also monitor and deactivate numbers that are no longer receiving text messages because they have been discontinued.
  
• logging of incoming user responses are not apart of the UI but can be provided as needed.

SMS FAQs

Where can I find a vanity short code? 

• Visit the website, usshortcodes.com, to learn if the vanity code is available for purchase.

What are the character limitations by message type - SMS/MMS?

• SMS messages have a 160 character limit, and must include your brand or program name somewhere in them. Any message with a character count over 160 will expand into a second SMS message.
• MMS messages have a 1600 character limit, and must include your brand or program name.

How do I send a “welcome” message following the opt-in confirmation message?

• Cordial’s clients often want to follow the DOI confirmation with another message that delivers on an offer that was presented in the acquisition flow. This is possible using an Custom Event that makes the record immediately available for audience selection. If this is in your marketing plan, please let your CSM know that you need the Inbound SMS Custom Event (i.e., {{inbound-sms}})added to your account. This is an engineering ticket, and can take up to a week to enable. 

Can I use emojis in my SMS/MMS messages?

• Yes, you can. Be aware that emojis may not show up properly in some handsets or with some carriers. Note also that older 16-bit emojis will count as a single character and newer 32-bit emojis count as two characters in a message. Depending on the emoji it would either be emoji (16-bit) + 69 characters, or emoji (32-bit) + 68 characters. These character counts could cause your SMS message to spill into a 2nd message. 

What metrics or other data are available for my Mobile Marketing program?

• Timestamp of consent acquisition - Yes, we track incoming sms keywords with date/timestamp of the consent.
• Consent acquisition medium (e.g., cell-submit form, physical sign-up form, SMS keyword, etc.) - No, we are not tracking which method the subscription is coming from. It might be something we could add at a later time. Currently we don’t have many clients opting into SMS from various sources for one brand.
• Capture of experience (e.g., language and action) used to secure consent - that means the “optin msg” we sent the user? - Yes, we capture and store the optin keyword with a date/time stamp when someone directly responds to a shortcode. If a customer opts into SMS via a website, there’s no keyword to capture.
• IP address used to grant consent - We don’t track/capture IP address via SMS. The only way to capture the IP details at opt-in is if the opt-in was web-based and was captured from the browser being used. But this would be done by the client since they manage their website.
• Consumer phone number for which consent to receive messaging was granted. We're tracking the SMS mobile number, which is generally provided when the customer opts into SMS. If you're referring to a separate phone number, the client can send us that data in the API.
• Identity of the individual who consented (name of the individual or other identifier (e.g., online user name, session ID, etc.)) Yes, if it’s provided during optin. For instance, if the customer is on a web browser page and they are updating their preferences in account setting, the client should use the REST API to send us the info that the contact subscribed to SMS and pass along the email address associated with it.

How do I run a contest or sweepstakes in my mobile messaging channel?

Every new sweepstakes has to be approved by the carriers before the sweepstake begins. This process usually takes about 2 weeks from submission.

For a sweepstakes or contest, the carriers need the following assets:

1. Rules of the sweepstakes or contest - it usually includes legalese like eligibility, promotional period, how to enter, and the prizes
2. The CTA to enter the sweepstakes
3. The landing page of the sweepstakes

I already have a short code with another provider. Can I bring it to Cordial?

You can! Migrating your existing short code to Cordial takes 2-3 weeks, and there is no cost to you for migrating.  In order migrate (port) a short code to Cordial, you will need to provide the following:

• a completed program brief with a screen shot of the call-to-action (similar to new short code application)
• a copy of the most recent paid receipt for the short code
• a migration letter, printed on company letterhead, indicating the intention to migrate the short code

Ex: This letter authorizes the transfer of short code <####> from <current provider> 
to Sinch America, LLC. The effective date of migration will be <month you wish to 
migrate>>
-Date
-Signature

Do I need my contacts to subscribe again if I decide to move to a Cordial short code?

When moving from one short code to another, the best practice is to message your contacts on the old short code about your new short code. Something like, "We're getting a new number! Look out for our next text from 55555, and if you have questions email us at help@cordialthreads.com. Reply STOP to stop". Then send a message to your contacts on the new short code with a message list, "Hi from our new number! If you need help with anything or have questions, email us at help@cordialthreads.com. Msg frequency varies. Reply STOP to stop."

SMS marketing: Do's and Don'ts

Do's

Do identify your brand

Always include your brand name at the beginning of all outgoing SMS messages. Your contacts will be less likely to opt out when they know the message sender.

Do be compliant

When you receive a contact’s consent to message them, the permissions are only granted to the specific program and cannot be shared among other programs. Your brand name needs to be consistent from the call-to-action, to the privacy policy, to each message that is sent.

Requirements in the Call-to-Action (where contacts sign up for messages):

• Product description
• Messaging frequency or recurring messages disclosure
• Terms and conditions or link to terms and conditions
• Privacy policy or link to privacy policy
• STOP keyword (this can appear on a separate page in the terms and conditions)
• “Message and data rates may apply” disclosure

Do provide a way to opt-out

It’s also good practice to give your contacts a way to opt out by including Help, Stop and Msg and data rates may apply messaging once a month in the SMS message.

Do use Cordial’s link shortener

While keeping your SMS messages to 160 characters to avoid sending double SMS messages, include shortened URLs with Cordial's SMS link shortener to track clicks and revenue.

Do limit your use of emojis

Emoji use is supported in SMS messaging. All Emojis are treated as Unicode characters which will reduce the remaining character count of your SMS message  to 70.

Do share pending traffic spikes

If you’re planning to run a very large SMS campaign and you expect to have significantly more traffic than usual, notify your CSM so that Cordial can ensure throughput is configured correctly.

Don’ts

Don’t send during quiet hours

Text messages for marketing purposes can only be sent between the hours of 8 am and 9 pm (local time of the receiver). In short, the TCPA prohibits text messages sent to a mobile phone from an auto-dialer unless (1) the contact previously gave consent to receive the message in off hours or (2) the message is sent for emergency purposes.

Don’t send sweepstakes, contests or surveys without carrier approval

It’s important as a brand to ensure your sweepstakes, contests and surveys are legally compliant. Before starting this type of SMS program, mobile carriers require a review of your sweepstake, contest or survey rules. Along with your company’s legal information, the rules contain details about eligibility, the promotional period, how to enter, and the prizes awarded. 

Don’t send too many SMS messages

Your contact gave your brand permission to send a certain number of messages per month based on their opt-in agreement. Don't send more messages than is expected by your contacts.

Don’t change your opt-in, help or stop messages

Your brand's opt-in, HELP and STOP messages were approved by the mobile carriers. If you want to update the language, submit a revised SMS submission form to Cordial to be resubmitted  to the mobile carriers for approval.

Don’t send prohibited content

Mobile carriers will not allow the following types of SMS messages to be sent:

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

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.