When you send an SMS Message, you have to choose an existing Segment or Marketing List. You cannot directly choose the SMS Opt-In list to send a message to, so it is helpful to create segments using SMS-related data. This includes SMS Behavior and SMS metadata.
To access the feature, first create a segment:
- If using All Contacts, go to Audience Center > All Contacts, and at the top right, click New Segment.
or
Go to Audience Center > All Contacts, hover over an existing segment, & on the right, click > Create subsegment. - If using any other lists, go to Lists > Marketing Lists.
or
Go to Lists > Other Lists > Form Submissions or Webinar Lists. Then choose a list to segment, click the down arrow to the right of the list name, and click Create a Segment.
Segment on SMS Behavior
There are four SMS Behaviors that you can use for segmentation:
- Was sent an SMS
- Clicked on an SMS
- SMS send failed
- Replied to an SMS
To use any of these, choose Behavior, define a time period, and scroll down the behaviors drop-down to find the four SMS behaviors.
Segment on SMS Metadata
You can segment based on additional SMS-related metadata, such as whether a contact has opted into SMS. To do this, choose and then choose one of the four options:
| Criteria | Options | Description |
| Has a Valid Phone Number | Yes / No |
Whether the Recipient's phone number is correctly entered. (This does not check for landlines or other issues) Yes = every contact with a valid number No = every contact that doesn't have a phone number or has an invalid number |
| Is Opted-In to SMS | Yes / No |
Yes = every contact who has opted in No = every contact who has NOT opted in |
| Is Opted-Out to SMS | Yes / No |
Yes = every contact who has opted out No = every contact who has NOT opted out |
| Phone Number is in | Country drop-down | Provides a country selection that will filter contacts solely based on their phone number |
Examples
Engaged SMS Recipients
Here, we create a segment of contacts who have Opted-In to SMS, their phones are based in the US, and they have recently engaged with SMS by clicking in the past 30 days.
SMS Opportunities
Next, we create a segment of contacts who have not opted in OR opted out. This identifies contacts who have not engaged with your SMS marketing channel. This is an opportunity for you to run an email campaign asking for SMS Opt-in, which could increase engagement.