This topic includes some Frequently Asked Questions (FAQ) about SMS Messaging feature. As new FAQs become available, they will be added to this page.
Q. What is SMS?
A. SMS stands for Short Message (or Messaging) Service, a system that enables mobile phone users to send and receive text messages. An SMS message, also known as a text message, is a message consisting of text that can be sent and received on mobile phones and other mobile devices.
Q. Is SMS Messaging included as part of baseline NetForum, or is there an additional cost?
A. SMS is included with baseline NetForum (Release 31 and later), however setup and usage fees apply. We have made every effort to provide the most cost-effective pricing and offer several pricing tiers to fit your needs best.
Q. Can I schedule recurring SMS Messages?
A. Customers on Release 34 (or later) of NetForum can schedule recurring SMS messages. Recurring messages can be scheduled to send Daily, Weekly or Monthly (Date of Month or Week of Month).
Q. What types of messages can I send with SMS?
A. Common examples of messages associations and non-profits can send include membership renewal reminders, upcoming event announcements, special offers and new product alerts.
Q. Can I send images or formatted text using SMS?
A. No, SMS supports text only, though hyperlinks are supported.
Q. Can I include links in an SMS message?
A. Yes, links can be included in an SMS message. It should be noted that using URL shorteners (such as bitly and tinyURL) is commonly associated with fraud and will result in non-delivery of your message based upon network/carrier filtering. If you would like to use a shortened URL, it is advised to use a proprietary and properly branded URL of your own.
Q What is an SMS “Unit”?
A “unit” is 160 characters. Using NetForum’s SMS feature, you can send SMS messages of up to 1,600 characters. However, a 1,600 character SMS message is seen as 10 “units” by the services involved in sending and receiving your message. Therefore, this will count as 10 units towards your usage, per recipient. For example: if you send a 1,600-character message to 10 people, this will count as 100 units towards your usage.
Q. Do test messages I send count towards my usage?
A. Yes.
Q. When an individual responds with a message that prompts an auto-reply (1 for Opt-In, 2 for Opt-Out, or 3 for Help/More Info) count towards my usage?
A. Yes.
Q. Why use numbers instead of words for the options to opt in, opt out, and get help?
A. The standard responses of Stop, Start and Help are intercepted and handled by the network; they are not returned to NetForum. If an individual opts out using the word STOP, NetForum will still show them as opted in. Because we want to update NetForum with an individual’s response, we use numbers. This also allows you to send your own message in response rather than the generic network messages.
Q. What if an individual responds with STOP, START or HELP anyway? Do those count against my usage?
No. These messages are sent by the network, bypassing NetForum entirely.
Q. Does an individual need to opt in before I can send them an SMS?
A. Yes. Compliance regulations require that individuals opt in to receive text messages prior to any SMS messages being sent.
Q. How does an individual opt in to receive SMS messages?
A. Individuals can opt in to receive SMS messages via eWeb, from the My Full Contact Information page. Indicate the Consent Type (Email, Phone or Paper), Individuals who have already received a message and opted out can opt back in by responding 1.
Q. How does an individual opt out of receiving SMS?
A. Individuals can opt out of receiving SMS messages via eWeb, from the My Full Contact Information page. Individuals who have already received a message can opt out by responding 2.
Q. Can I manage an individual’s opt in/opt out or number preference from within iWeb?
A. Yes, an iWeb user can also manage an individual’s opt-in value; however, you are still required to track proof of that consent. This means that if you received an email (or a mailed in form) from an individual indicating they consent to receive SMS messages, you must keep that message. If the individual opts in over the phone, you must record their answer. The email, physical form or recorded voice call must be available as proof that the individual opted in voluntarily in case of a dispute.
Q. Can I tell who has opted in or out of SMS messages from my site?
A. You can view an individual’s SMS opt in/opt out status from the Individual Customer Contact Information form.
Q. How quickly will individuals receive SMS messages once sent?
A. In most cases, the messages should be received within a few minutes. Deliverability rates and timing can vary based upon factors such as network or carrier throttling or filtering, the volume of messages sent, etc. The expected throughput is 3 MPS (message segments per second). If you sent a 2 segment message to 10,000 customers (20,000 segments), the job will take approximately 2 hours to complete.
Q. Can I text nonmembers or only members?
A. An SMS Message may be sent to any individual who has opted in to receive SMS Messages (regardless of member type or status).
Q. How will I be billed?
A. You will be billed annually at renewal. Message tiers are on a per year basis. Any overages accrued are billed at a rate of .20 per unit.
Q. If a member tries to respond, will they be charged?
A. Standard text rates would apply to any member who tries to reply to your SMS messages. This includes sending a reply to opt-in, opt-out, or for more info.
Q. Can I send emojis, gifs, or videos in a text?
A. Emojis, gifs, or videos are not supported in an SMS text message.
Q. How can I track my usage?
A. The SMS Integration comes with a free Nucleus dashboard that displays your SMS usage.
Note: Your organization must already have the Nucleus integration enabled to take advantage of the SMS dashboard. Please note that this tracking is by site; if you send messages from your Test site, these would not show up on the report viewed in your Production (Live) site.
Q. Can I see what texts have been sent to a specific individual?
A. Yes, the SMS communications child form shows information about all texts that have been sent to an individual by the SMS integration. The baseline report SMS Usage Detail by Date Range (available in Release 32 and later) allows you to report on messages based on a date range, the user who initiated the message (Add User), and Customer ID.
Q. Can I tell if a message has been received by a specific individual?
A. Yes, the status of each message is displayed in the SMS task as well as on the SMS communications child form for each individual.
Q. What happens if I send an SMS message to a NON mobile phone number?
A. An error will be returned on the SMS Task indicating that the number is not a mobile number.
Q. What happens if I send an SMS message to an invalid phone number?
A. An error will be returned on the SMS Task indicating that the number is not a valid number.
Q. Can I send SMS messages internationally?
A. NetForum currently supports sending SMS messages to the United States and Canada only.
Q. Can I configure the messages that are sent to individuals when they initially Opt In, Opt Out, or request help?
A. Yes.
Q. What happens when someone replies to the SMS text message?
A. If an individual replies with 1, 2, or 3 then the associated automatically generated message will be returned to the individual, where: 1 = Opt In, 2 = Opt Out, and 3 = Help. If the individual replies with Stop, Start, or Help, then a network message will be automatically returned to the individual. These messages are between the network and the individual; NetForum is bypassed. If the individual replies with anything else, then nothing will happen.
Q. When can my association start sending SMS messages through NetForum?
A. Start by contacting your Customer Success Manager (CSM)! Before you can send messages through NetForum, you must complete a verification process to receive the toll-free number that will be used to send your messages. Validation takes 2-4 weeks (once all necessary information has been provided by your association).
Q. What does 'SMS Response' consent mean?
A. The ‘SMS Response’ consent type indicates that the customer replied with '1' or '2' via text message to opt in or out of receiving messages.