How does the unsubscription work in different countries?
The STOP native feature that you can find in Splio only works when sending to +33 numbers.
Either if you are personalizing the sender or not, you are obliged to add a STOP (unsubscription) at the end of the message, this will result in adding a five-digit clickable number which will change according to the SMS provider.
This number changes according to the router used for the SMS delivery. Indeed, for a same campaign, several routers may send the messages to ensure that everything will be delivered as quickly as possible. Therefore, when a message is sent to a router, the STOP number changes to allow the router to collect the unsubscribe request and forward it to Splio.
For messages which are sent abroad, it is necessary to use the Splio unsub variable ($unsubUrl$), which will become a link once the user clicks on the unsubscription text at the bottom of the SMS.
How can I personalize the sender name in France and Italy?
The personalization of the SMS sender name (Sender ID) works if and only if the message contains a STOP mention and number. To make it work, make sure that all elements are compliant, meaning they must appear in the format "STOP $num$", which will turn into "STOP 36XXX".
To ensure a successful customization of the sender, first you shall collect information from your client (brand, address, main reference). After that, Splio will share this info to the AGCOM who will register the sender officially (tangible proof for GDPR regulation). Then, the sender will be available in the drop-down menu "Sender" in the SMS editor section.
On the other hand, if you don't wish to personalize the sender name, a random number will be displayed instead of your brand name, which may be limiting the effectiveness of your message.
Can I change the SMS sender ID?
The SMS Sender ID is the sender displayed on the recipient's phone when received. By default, it will appear as "SMS" when sending via the Splio platform.
The SMS Sender ID must respect an alphanumeric format with some limitations:
- A maximum of 11 alphanumeric characters, from the range A-Z a-z 0-9
- No special character
- No empty space
- No spacing, symbols or dividing dashes
In addition, it is important to specify that the Sender ID customization is supported by the operators only if the message contains a STOP number.
Can I send an SMS campaign to contacts who are in an EMAIL blacklist?
Yes, by default, email and SMS blacklists are not synchronized. A contact who is in an email blacklist can be targeted by an SMS campaign, providing they are not in the SMS blacklist (link to blacklist article).
It applies only if are in the standard mode of black-list (mono-list).
Can I send an SMS campaign to a country outside my country of origin?
This is usually possible, however there are some constraints that you should bear in mind:
- the message must use a set of characters (known as "encoding table") according to the country
- the message must have a unsub link
- marketing/promotional messages won't ever be sent outside the country of origin
Keep in mind that the pricing may vary quite a lot from country to country, and, in some cases, it could be required to register to the local authority (like AGCOM for instance).
- you can contact the Sales Manager to know the price of SMS in a new country, thus adding this price to the contract
- you can contact the Support team to understand if there is a specific configuration needed depending on the destination country (US for example)
Transactional messages (non-marketing), such as shipping confirmation will be always sent abroad, if the destination country is different from your country of origin.
How can I import my phone numbers in my database?
Every phone number shall be imported following the international format:
- +<country code><phone number>
- 00<country code><phone number>
If you don't provide properly formatted numbers including the prefix, Splio will try to apply the one set for the universe but could lead to unexpected results.
- All separation formats between digits are accepted (comma, space, point,...) except the semicolon which is the separator between numbers.
- Imported numbers can start with 06 or 336 or 00336 or +336 (in the case of a French number).
- If there is no prefix, Splio will configure the one found in the universe's configuration.
To know more about importing contacts, in the database, read our article.
Can I apply a control group to SMS campaigns?
Yes, it is possible to enable ROI settings on the SMS channel while configuring the scenario of your campaign. Keep in mind the below aspects before proceeding:
- This is only possible on manual campaigns
- You can enter a start | end period or leave the area blank (Splio will calculate 3 days as default from the sending)
How can I avoid delaying my SMS sending during peak hours?
On days such as Black Friday or punctual events, you can choose to send your SMS campaign selecting a non-punctual hour (08.05 AM instead of 08.00) or anticipating the delivery to the day before.
Can I launch a trigger SMS API from Splio?
The trigger SMS API must be launched from your system integrator, not Splio. Instead, Splio will collect and receive the statistics of these campaigns.
What do the KPIs “queued” in SMS statistics mean?
The value that is display doesn't always match the real time one, as most SMS have been sent already but there is often a delay in displaying the correct number. If you run the detailed response extract and find “accepted for delivery”, it means that your SMS has been sent.
The delay is depending on the SMS provider. We only display the SMS as status "sent" when the SMS providers confirm us they have sent it.
Do you have any tip on where to place variables in SMS designs?
When adding the STOP at the end of your message, you should reduce the size of your text to avoid the unsubscription cuts off. Alternatively, when inserting a variable (standard/custom field or landing page) to personalize your message, we recommend inserting it at the beginning or in the middle of your SMS to avoid breaking it. The longer the value of your variable, the more you should reduce the number of characters to ensure it fits in one single message.
In both cases, make sure you always test your SMS before the real sending to spot a potential cut of your message.
What if I run out of SMS credit?
Before scheduling any manual or automatic campaign, you shall always check the left-over credit in Admin > Consumption > SMS credits.
If your credit is lower compared to the initial population of your campaign, you won't be able to schedule your sending in the case of a manual campaign, while the actions linked to auto campaign will stop immediately.
We do strongly suggest adding an alert to notify you on the left-over credit. Check our article (link to Alert article) to know more.
Which SMS statistics are the most interesting ones to follow up?
Go to Scenario > Campaigns > SMS and click on the action, then selecting Global statistics. If you previously enabled the option "enriched SMS campaigns" and created a landing page embedded in your message, you'll be able to see the counting of "clicks by link" and the detail of the LP you used.
If you don't active the "Track" button, you won't be able to display the statistics of your link in Splio
Which are the tips to build a successful filter using the SMS condition?
To create a filter in Target, you shall select only the numbers beginning by 06 or 07 (to exclude the fix phone numbers) by selecting the the condition "Cell-phone begins with 336 or 337".
Please note that it doesn't work with the format "+336" / "00336" / "06". Only "336" is working.
*Example based on a French mobile number.
What do you need to send a SMS to USA?
Make sure you always respect the following instructions when sending SMS to USA:
- Use a template message
- Provide a description of the opt-in/opt-out flow
- Be aware that the end-user grants permission before receiving any text message
- Specify the average sending volume per month
- Be aware there is no sender personalization
Manage unsubscription via the STOP $unsubUrl$ at the end of the design only. Splio does not support STOP, HELP or UNSTOP to generate automatic responses to specific replies and put/remove the number from the blacklist.