This is the catch-all page for how SMS works in Act-On - the questions that come up most often across setup, sending, reporting, opt-ins, segmentation, and automation. If you do not find what you are looking for here, the linked articles go deeper on each topic.
General
Can I integrate SMS with other tools in my tech stack?
Yes. Two common patterns:
- Automated Journeys: SMS is available as a step in Automated Journeys, so you can drive it from events like webinar reminders or transactional triggers.
- CRM integration: Add the SMS Opt-In section to any lead-capture Form that feeds new leads to your CRM. Your CRM Administrator may need to confirm the fields.
Does Act-On have an API for SMS?
Not at this time.
SMS setup
Can I transfer my existing SMS phone number from another provider to Act-On?
Yes. Request the transfer when you purchase SMS - it is handled by Act-On Professional Services. The process can take up to 4 weeks, and your existing number may be unusable during some or all of that window. Contact your Account Manager to start.
Is there an option to toggle the SMS area on or off for agency customers?
Yes. Contact Support to have the SMS area hidden from your menus.
Sending SMS
How do SMS Credits work?
See About Act-On SMS for how Credits are counted, purchased, and reserved.
Is there a limit on how many SMS I can send per day?
There is no system cap, but carrier throughput limits how fast messages actually deliver - sometimes as slow as 1 message per recipient per second. At that rate, 14,000 messages can take up to 4 hours. In practice, that puts a natural ceiling on a single day's send.
Can I send SMS internationally?
Yes. Administrators can enable international sending in SMS Settings. Credits per message vary by country - see International SMS - Credits by Country.
Can I cancel an SMS message?
A scheduled SMS can be cancelled back to Drafts any time before it sends - see How to Send an SMS Message. Messages that are already processing cannot be stopped. Technical Support cannot intercept in-flight sends.
Can I send personalized links to each recipient?
Yes - you can insert a personalization field that contains a URL. It will not pass through the SMS Link Shortener and Tracker, so click-throughs will not be tracked. A typical use case is sending each webinar registrant their unique join URL.
Can I use SMS as a replacement for transactional emails?
If you send your transactional emails through Automated Programs, yes - SMS is a good alternative in many cases. If you send transactional emails via the API, no - SMS does not have an API.
Can I pair SMS with transactional emails?
Yes, using the Automated Journey Builder:
- Segment the program's list on SMS > Has SMS Opted-In > Yes.
- Add a branch before the Transactional Email Send step that routes to the new segment.
- Add the Transactional SMS step on that branch.
What happens if a duplicate phone number is uploaded that was already opted out?
A number on the Opt-Out List stays opted out regardless of new uploads. The contact can opt back in by replying START.
CRM and Sales users
Can our Sales team send SMS from their CRM?
No, this is not available.
Where is SMS communication logged for Sales users to see?
SMS activities are logged in the Activity History section of the Contact Report. You cannot automatically add a note to your CRM when an SMS sends. If you send via Automated Programs, you can add a step that writes a note to the CRM.
Reporting
What reporting is available for SMS?
Act-On's SMS Report covers Sent, Clicked, Replied, Failed, and Opted-Out. See The SMS Report.
If someone replies to an SMS, can I view the response?
Yes. Responses are on the Replied tab of the SMS Report.
Can I see who has read their messages? Does Act-On show read receipts?
No. Read receipts are an MMS feature, which is not supported.
If I include a link in my SMS, do I get unique click reporting?
Yes, as long as you use the SMS Link Shortener and Tracker.
How do I know if my SMS is successful?
Success depends on your goal, but standard SMS KPIs are Click Rate (for messages with links), Reply Rate (for messages that ask for a response), and Action Rate (for messages that ask for a specific action).
Is SMS Message data available in Data Studio?
Yes. See the Data Studio article for the available exports.
SMS Opt-Ins and Opt-Outs
How do I format phone numbers?
Act-On accepts most common phone number formats and converts them to the format required by SMS. Use phone validation on your opt-in Form for best results. Examples:
- (123) 456-7890
- +1 123-456-7890
- 1 (123) 456-7890
- 11234567890
- 00 1 123-456-7890
Can I add SMS Opt-In as a Lead Score behavior?
Not directly. If you use an SMS Opt-In Form, you can score on the form-submission behaviour instead.
If someone opts out of SMS, are they opted out of all communications or just SMS?
Just SMS. An SMS opt-out (replying STOP) only affects SMS sends - it is separate from Email Opt-Outs.
My account does not have SMS right now. Can I still collect opt-ins?
Yes. The SMS Opt-In Form section can be added to Act-On Forms even without Credits - you collect now and begin sending once Credits are in place. (The option may be disabled for your account; ask your Administrator.) See Build Your SMS Opt-In List.
Segmentation
Can I segment my SMS Opt-In List?
The Opt-In List cannot be segmented or used directly as a send source. Instead, segment a Marketing List using SMS behaviour - see How to Create List Segments with SMS criteria.
Automated Journeys and Automated Programs
How do I add SMS in the Automated Journey Builder?
See Send SMS from an Automated Program.
Can I include SMS in my Automated Programs?
SMS is not available in the Automated Program editor directly. Use the Automated Journey Builder to add or change the step. In the Automated Program view, SMS steps are read-only.
Can I add an SMS I already created to an Automated Program?
Yes. See Send SMS from an Automated Program.
Can I set up auto-responses for SMS replies?
Not per-reply, but you can send a general reply to everyone who responds by segmenting a Marketing List on SMS reply behaviour and sending to that segment.
Next steps
- About Act-On SMS: the concept overview.
- The SMS Report: deliverability and engagement reporting.
- Build Your SMS Opt-In List: the three ways to collect opt-ins.