SMS delivers near-instant communication with open rates exceeding 95%. Use it for time-sensitive offers, urgent notifications, and high-priority messages.
SMS Capabilities
| Feature | Supported |
|---|
| Text messages | ✅ |
| Personalization | ✅ |
| Link tracking | ✅ |
| Two-way messaging | ✅ |
| MMS (images) | Limited |
| Opt-out handling | ✅ |
Setting Up SMS
Navigate to Settings → Channels and click Configure next to SMS.
Configuration Steps
Connect Provider
Link your SMS provider account (Twilio, etc.)
Configure Sender
Set up your sender ID or phone number
Verify Compliance
Confirm you meet regulatory requirements
Test Delivery
Send a test message to verify setup
Sender ID Options
| Type | Description | Use Case |
|---|
| Long Code | Standard phone number | Two-way conversations |
| Short Code | 5-6 digit number | High-volume marketing |
| Alphanumeric | Brand name (where allowed) | Brand recognition |
| Toll-Free | 1-800 style number | Customer service |
Alphanumeric sender IDs are not supported in all countries (including the US). Check regional availability.
SMS Best Practices
Message Length
| Standard | Length | Notes |
|---|
| Single SMS | 160 characters | Most cost-effective |
| Concatenated | 153 chars per segment | Longer messages split |
Keep messages under 160 characters when possible. Include essentials: offer, CTA, opt-out.
Message Structure
Essential elements:
- Brand identification
- Clear offer/message
- Call to action
- Opt-out instructions
Example:
ACME: Flash sale! 30% off all items today only.
Shop now: acme.co/sale
Reply STOP to opt out
URL Shortening
- Use branded short links when possible
- Track clicks for attribution
- Avoid suspicious-looking URLs
- Test links before sending
Timing
| Guideline | Reason |
|---|
| Send during business hours | Respect quiet times |
| Avoid early morning/late night | Prevent annoyance |
| Consider time zones | Send at local optimal time |
| Don’t send on holidays | Lower engagement |
- Tuesday-Thursday typically perform best
- 10am-12pm and 2pm-4pm local time
- Avoid Monday mornings and Friday afternoons
Compliance Requirements
SMS has strict regulatory requirements. Non-compliance can result in significant fines.
TCPA (US)
The Telephone Consumer Protection Act requires:
- Express written consent before sending marketing SMS
- Clear disclosure of message frequency
- Easy opt-out mechanism
- Immediate honor of STOP requests
- No messages to numbers on DNC lists
Consent Best Practices
Collect Consent
Get explicit opt-in with clear disclosure
Document Consent
Record timestamp, method, and language shown
Confirm Opt-In
Send confirmation message after signup
Maintain Records
Keep consent records for compliance audits
Required Disclosures
When collecting SMS consent, disclose:
- Message frequency (e.g., “up to 4 msgs/month”)
- Message and data rates may apply
- How to opt out (reply STOP)
- Link to privacy policy
Example opt-in language:
By entering your phone number, you agree to receive
marketing text messages from ACME (up to 4 per month).
Message and data rates may apply. Reply STOP to cancel.
Opt-Out Handling
RevBridge AI automatically:
- Recognizes STOP, UNSUBSCRIBE, CANCEL, QUIT
- Immediately suppresses the number
- Sends confirmation of opt-out
- Prevents future messages
Never message someone who has opted out. This violates TCPA and can result in 500−1,500 per message in fines. Quiet Hours
Avoid sending during restricted hours:
- No messages before 8am local time
- No messages after 9pm local time
- Consider stricter windows (9am-8pm)
Carrier Registration
10DLC (US)
For US long-code SMS, register with carriers:
Register Your Brand
Submit business information for verification
Register Campaigns
Describe your SMS use cases
Await Approval
Carriers review and approve
Start Sending
Send within approved throughput limits
Unregistered traffic may be filtered or blocked by carriers. Registration is required for reliable delivery.
Analytics
Track SMS performance:
| Metric | Description |
|---|
| Sent | Messages dispatched |
| Delivered | Confirmed delivery |
| Failed | Delivery failures |
| Clicked | Link clicks |
| Opted Out | STOP responses |
| Replied | Other responses |
Delivery Status
| Status | Meaning |
|---|
| Delivered | Reached device |
| Undelivered | Carrier rejection |
| Failed | Invalid number or error |
Use Cases
Time-Sensitive Offers
ACME: 2-HOUR FLASH SALE! 40% off everything
ends at 8PM. Shop: acme.co/flash
STOP to opt out
Abandoned Cart
Hi {{first_name}}, you left something behind!
Your cart (${{cart_total}}) is waiting: acme.co/cart
Reply STOP to unsubscribe
Order Updates
ACME: Your order #{{order_id}} has shipped!
Track it: acme.co/track/{{tracking}}
Appointment Reminders
Reminder: Your appointment with ACME is
tomorrow at 2pm. Reply YES to confirm or
call 555-0123 to reschedule.
Troubleshooting
Low Delivery Rates
- Verify phone numbers are valid
- Check carrier registration status
- Review message content for filtering
- Confirm sender ID is approved
High Opt-Out Rates
- Review message frequency
- Ensure content matches expectations
- Check message relevance
- Survey customers for feedback
Messages Not Sending
- Verify provider integration
- Check account balance/credits
- Review rate limits
- Confirm sender configuration
