Sending SMS
You can send text messages (SMS) from Qik to one person or to everyone in a group, smart list or messaging topic. This article covers how to send, how messages are split into parts, what they cost in credits, and the limits to know about.
Before you start
- SMS may need to be enabled for your organisation. If you don't see the text message options, contact support.
- You need permission to create SMS messages in at least one scope. Each text is saved as a record in the scopes you choose.
- Recipients need a mobile number on their profile, and their profile must be active. Numbers are converted to international format using the person's country (or your organisation's country if theirs isn't set), so check your organisation's Country in Organisation Settings.
Sending a text message
From the Communications dashboard
- Click Text.
- Choose who it's to: People, A group, A smart list or A messaging topic, then pick the recipients.
- Write your message, choose the scopes, and click Send.
From a list or profile
Select one or more people, groups, smart lists, messaging topics, workflow cards, form submissions or e-tickets. Open the actions menu and choose Send text message (or Send text message to (N)). You can also use the text message button in a person's contact actions. When you text a group, you're first asked which positions to include.
From a messaging topic or smart list on the Communications dashboard, click Message and choose New SMS.
Texts to several people are sent in the background, with a progress indicator. People without a mobile number are skipped and reported as invalid.
Writing the message
- SMS is plain text. Any formatting or HTML is removed before sending.
- Use the token menu to add merge fields:
{{firstName}}and{{lastName}}are filled in for each recipient. A merge field that doesn't match anything appears as the word undefined, so check spelling. - Links are automatically shortened when the message is sent.
Message parts (segments)
Carriers send long texts as several parts, and each part is charged separately:
| Message contains | Single message | Longer messages are split into parts of |
|---|---|---|
| Standard characters only (letters, numbers, common punctuation) | Up to 160 characters | 153 characters |
| Any emoji or non-Latin character (for example Chinese, Korean, Arabic) | Up to 70 characters | 67 characters |
A few symbols, such as € [ ] { } ~ ^ |, count as two characters. A single emoji switches the whole message to the 70-character limit, which can double or triple its cost. Links are counted at their shortened length.
Credits and costs
Text messages are paid for with your organisation's credits. Each part costs a number of credits that depends on the recipient's country. Rates are kept up to date automatically. A number whose country can't be identified is charged at the highest known rate.
While you write, the compose window shows an estimate, for example: Estimated cost: 2,320 credits · 140 recipients · 290 message parts, along with your current balance and what's left after sending. The estimate fills in each recipient's merge fields, so longer names count towards the parts. It's still an estimate, and the actual charge is calculated when each message is sent.
When the balance is too low
- Texts sent by a person (from the dashboard, or through your AI assistant) need your balance to cover them. If it doesn't, nothing is sent. The Send button changes to Add credits and send if you're allowed to buy credits, or Ask an admin to add credits if you aren't.
- Automated texts (from workflows, actions, notifications and check-ins) can briefly use an overdraft so important automated messages still go out. Once the overdraft is used up, automated texts are held back too, and they show an error saying the credit overdraft is used up.
- Sign-in and verification codes are never charged.
- If the SMS provider rejects a message, the credits for it are refunded.
If credits aren't switched on for your organisation, there's no cost estimate and Send always sends.
Sender number
Text messages are sent from Qik's shared sending number unless your organisation has its own approved sender number set up. To use your own number, contact support. Qik doesn't receive replies to text messages, so tell people how to contact you in the message, for example "Questions? Call 03 9000 0000".
Tracking delivery
Recent texts are shown under Recent texts on the Communications dashboard. Click View all texts for the full list. Each text has a state:
| State | Meaning |
|---|---|
| Queue for send | Waiting to be sent. |
| Sent | Handed to the carrier. |
| Delivered | The carrier confirmed delivery to the phone. |
| Dropped | Delivery failed or expired, for example because the number is invalid or the phone was off for too long. |
| Error | Not sent, for example because there weren't enough credits. |
| Waiting | Saved but deliberately not sent. |
Opt-outs
Qik doesn't process "STOP" replies. To stop texting someone, select their profile, open the actions menu and choose Manage subscriptions → Unsubscribe → SMS. Before a bulk send, use the Unsubscribed phone number filter to find and leave out people who have opted out. See Unsubscribes and Suppressions.
Testing with stealth mode
If Enable Stealth Mode is on in Organisation Settings, texts aren't delivered to real recipients. They're sent to the Divert SMS To number if one is set (with the real recipient shown at the start of the message), or not sent at all. Texts that aren't sent aren't charged.
Tips
- Keep messages short and avoid emoji in bulk sends. Staying under 160 standard characters keeps each text to one part.
- Check the estimate before sending to a large group, and make sure your balance covers it.
- Text messages can also be sent automatically by workflows and actions. See Workflow Step Automations.