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. Whether you are personalizing the sender or not, you must 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, several routers may send messages for the same campaign 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 that 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. Please note that 18 characters will be deducted from the total characters of your message.
How can I personalize the sender name in France and Italy?
The sender name can be changed only by Splio. Please get in touch with our Customer Care Team if you want to do so.
The personalization of the SMS sender name (Sender ID) works if and only if the message contains a STOP mention and number. For it to work, make sure that all elements are compliant, meaning they must appear in the format "STOP at $num$", which will turn into "STOP at 36XXX".
To ensure successful customization of the sender, first, you shall collect information from your client (brand, address, main reference). After that, Splio will share this info with 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, limiting your message's effectiveness.
Is there a limit as to when I can send SMS in France?
- You are authorized to send marketing SMS from Monday to Friday inclusive, from 8 AM to 8 PM
- Exception on Saturdays when sending SMS is only allowed from 10 AM to 6 PM
- If you are sending SMS to other countries, you need to check on which hours you are allowed to do so according to local regulations
- The sending of marketing SMS is prohibited on Sundays and public holidays
- Transactional messages are allowed
Can I change the SMS sender ID?
The sender ID can be changed only by Splio. Please get in touch with our Customer Care Team if you want to do so.
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 specificities:
- 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.
It is equally important to note that for the following countries: UK, US, Canada, Australia, Morocco, Italy, Spain, Saudi Arabia and UEA, if no sender is selected when creating the design of your SMS, the sending of the SMS campaign will be blocked.
Can I send an SMS campaign to contacts who are within an EMAIL blacklist?
Yes, by default, email and SMS blacklists are not synchronized. A contact who is within an email blacklist can be targeted by an SMS campaign, providing they are not in the SMS blacklist. Check our dedicated article on blacklists.
It applies only if you are in the standard mode of blacklist (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 an 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 your Sales Manager to know the price of an SMS in a new country, thus adding this price to the contract
- you can also contact our Support team to understand if there is a specific configuration needed depending on the destination country (the 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 into 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, 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 into your database, read our dedicated 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 displayed 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 will depend on the SMS provider. We only display the SMS as status "sent" when the SMS providers confirm to us that they have sent it.
Do you have any tips 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 the auto campaign will stop immediately.
We strongly advise adding an alert to be notified of the left-over credit. Check our dedicated article to know more.
Which SMS statistics are the most interesting ones to follow up on?
Go to Scenario > Campaigns > SMS and click on the action, then select 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 landing page you have used.
If you don't active the "Track" button, you won't be able to display the statistics of your link in Splio.
Do you have any tips on building a successful filter using the SMS condition?
To create a filter in Target, you shall select only the numbers starting with 06 or 07 (to exclude landline numbers) by selecting the condition "Cell-phone starts with 336 or 337".
Please note that this won't work with the format "+336" / "00336" / "06". Only "336" will work.
*Example based on a French mobile number.