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.
Navigate to Account Settings located in the account management dropdown in the upper right of the platform.
From the Account Settings page, locate the SMS Channel link in 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 for your account.
- SMS shortcode - Your SMS short code. Must be an approved and active short code.
- Program name - Enter the name of your program.
- Program keyword (optional) - Enter the keyword 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
In this section, you can customize your opt-in, confirmation, and help messages. All three messages can be edited at the same time.
Your contacts will receive the opt-in message immediately after texting YES, Y, OPTIN, OPT-IN, or your program keyword to the short code. Note that a contact will not be subscribed until they confirm their subscription, or double opt-in, by texting back any one of the approved opt-in text codes after receiving the opt-in message. Be sure to include codes for opt-in, help and stop.
Opt-In Confirmation Message
The opt-in confirmation message will be sent to those contacts who confirm their subscription following receipt of the opt-in message.
Following SMS messaging best practices, your confirmation messages should include the following information:
- Program name and purpose - Provide the name of your 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 codes such as STOP, QUIT, and OPTOUT. Learn more about SMS subscribe status and default codes.
- Help and stop codes - Let your contacts know which codes to text for support and to cancel further messages, such as the HELP and STOP codes.
The last step is to customize the message that contacts will receive when they respond with the HELP code.
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 codes such as STOP. Contacts will be unsubscribed immediately upon texting an opt-out code and will receive the following notice:
Test and Preview Your Messages
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.
Using the SMS Channel
Once SMS is enabled and fully configured, you will see options for the SMS channel throughout the platform, including batch and automated messages, building audiences and creating reports.
Create a New Message Using the SMS Channel
Once the channel has been selected, configure the message settings and create the message content for the SMS channel.
Segment Contacts Using the SMS Channel
Notes on SMS Functionality
Subscribing a Contact
A contact's SMS channel will be set to subscribed when they send a message to your short code with any of the following text codes (not case sensitive):
Unsubscribing a Contact
A contact's SMS channel will be set to unsubscribed when they send a message to your short code with any of the following text codes (not case sensitive):
- The custom code you created in the Confirmation Message setup.
SMS Short Code Support
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 are a One Way Communication
SMS short code messages are a 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.