SMS is a brand new marketing channel for Act-On, and we expect that you have many questions about this new feature and how it works.
Can I integrate SMS with other tools in my tech stack?
Yes. There are many ways you can do this. Here are two examples:
- Automated Journeys - Act-On has SMS as an available step in Automated Journeys, which could allow additional automations with events such as webinar reminders and transactional events.
- CRM Integration - You can add SMS Opt-In to any lead capture form that sends new Leads to your CRM. You may need to work with your CRM Administrator to ensure your CRM can accept the correct fields.
Does Act-On have an API for SMS?
Not at this time.
If we use SMS today and transfer to using Act-On SMS, can we continue to send through our current phone number?
Yes, it is possible to transfer phone numbers from one vendor to another. This must requested when your purchase SMS and will be done via Act-On Professional Services. This process can take up to 4 weeks, and your existing number may be unusable during some or all of that time.
If you are still interested in this, please contact your Account Manager.
Is there an option to toggle the SMS area on/off for agency customers?
Yes. If you do not want to see SMS in your Act-On menus, please contact support.
How do SMS Credits Work?
Visit our article here for more information on how SMS Credits work in Act-On.
Is there a limit to how many SMS Messages I can send per day?
You are not limited by the system in sending SMS, but there is a limit due to the rate at which they process and deliver. SMS Messages take time to send based on the carrier's throughput - which is in their control, not Act-On.
Messages may go as slow as 1 message per Recipient per second. In this case, 14,000 messages would up to 4 hours to send. This puts a cap on the number of messages that can be sent in a day.
Can I send SMS internationally?
Not currently, though this will be added in the future.
Can I cancel a SMS Message?
You can cancel a message that is scheduled to send in the future. Click here for instructions.
SMS messages that are pending processing cannot be stopped, and Technical Support cannot assist with these requests.
Can I send personalized links to each recipient?
Yes, you can insert a personalization field that includes a URL as part of your SMS. However, this will not use the SMS Link Shortener and Tracker, and therefore cannot be tracked as a clickthrough for your SMS report. (A good example of this use case would be to send a join URL to webinar registrants.)
Can I use SMS as a replacement for transactional emails?
If you use Automated Programs or the Automated Journey Builder to send your transactional emails then yes! SMS is a great alternative to transactional emails in many cases.
If you currently use the API to send transactional emails then no. SMS does not currently have any APIs.
Can I use SMS paired with transactional emails?
With the limitation of APIs (there are no SMS APIs currently), SMS can be used in tandem with Transactional Emails, and simple additions to the Automated Journey Builder can transform a Transactional Email only Journey into one that also has SMS.
- Segment the list used for the Journey by SMS > Has SMS Opted-In > Yes
- Add a branch before the Transactional Email Send step and make the new branch use the new segment.
- Add your Transactional SMS
What happens if a duplicate phone number is uploaded which was already opted out?
Any phone number that is on the Opt-Out list will still be opted out. To opt back in, your contact can reply to you via SMS with the word "START". For more information about interactions with SMS, see: SMS User Interactions.
CRM and Sales Users
Can our Sales Team send SMS from their CRM?
No, this is not an available feature.
Where is SMS Communication logged for our Sales users to see?
SMS activities are logged in the Activity History section of the Contact Report. Sales users should open the contact Report to view SMS activity.
At this time, you cannot add a note to your CRM when SMS messages are sent. However, if you use an Automated Journey to send SMS, you can add a step in your program that does this.
What kind of reporting is available for SMS?
Act-On has a detailed SMS report available that includes data on Sent, Clicked, Replied, Failed, and Opted-Out. For more information, see our article: The SMS Report.
If someone responds to an SMS message, can I view the response?
Yes, you can view the responses in the Replied tab of your SMS Report.
Can I see who has read their messages? Does Act-On show read receipts?
No. Read receipts are a feature of MMS services, which is not a feature at this time.
If I include a link in my SMS do I get unique reporting on the clicks?
Yes. As long as you use the SMS Link Shortener and Tracker, your report will include clickthrough data.
How do I know if SMS is successful?
Success will be measured by your own judgement, but standard KPIs for SMS include Click Rate (for links), Reply rate (for messages asking for a response), and action rate (for messages asking for an action).
Is SMS Message data available for export in Data Studio?
No, not at this time. To export your data, download a .CSV from the SMS Report. Click here for details.
SMS Opt-Ins and Opt-Outs
How do I format phone numbers?
Act-On will accept most phone number formats and then convert the number to the format necessary for SMS. We recommend using a phone number validation on your opt-in form for best results.
- (123) 456-7890
- +1 123-456-7890
- 1 (123) 456-7890
- 00 1 123-456-7890
Can I add SMS Opt-In as a Lead Score behavior?
No, not directly. However, if you have a SMS Opt-In Form, you can use the behavior of submitting the form to contribute to your Lead Score model as shown here:
If someone opts-out of SMS are they opted-out of all communications or just SMS?
If a Recipient replies STOP to an SMS message that you sent, they will only be opted out of SMS messaging. This is separate from Email Opt-Outs.
Can I easily segment my SMS list?
You can use SMS behavior to segment a Marketing List. See this page for more information: How to Create List Segments with SMS criteria
The SMS Opt-In List cannot be segmented or used directly as a source of Recipients to send SMS messages.
Automated Journeys and Automated Programs
How do I add in SMS in the Automated Journey Builder?
Visit this page for instructions: How to Send SMS from Automated Journeys.
Can I include SMS in my Automated Programs?
Not in the Automated Program editor, you need to use the Automated Journey Builder. If you have an existing Automated Program with SMS, you can still view the SMS step in your Automated Program.
Can I add an SMS I already created to an Automated program?
Yes. For more information, see How to Send SMS from Automated Journeys.
Can I set up auto-responses for SMS Replies?
Not based on specific replies, however you can set up a general reply to all who respond by creating a Marketing List Segment based on SMS reply behavior.