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Documentation›Actions and campaigns›SMS campaigns

Actions and campaigns

SMS campaigns

When SMS works, how to write one well, costs, and delivery rates.

SMS is the most-read channel of all: over 95% of messages are opened within a few minutes. But that very power requires restraint: every SMS is an interruption, and overuse quickly burns out the recipient's goodwill.

When SMS makes sense

  • Appointment reminder. The day before a booking, an SMS drastically reduces no-shows.
  • Urgent confirmations. Payment received, booking confirmed, change accepted. The customer wants to be sure right away.
  • Verification codes. OTPs, access codes. Fast, secure.
  • Critical alerts. Event cancellation, unexpected schedule change. When email might not be read in time.

Writing a good SMS

  • 160 characters or fewer. Beyond that, the SMS splits into multiple messages (and costs more). Trimming forces you to be clear.
  • Recognisable sender. Your business name should appear as the sender. Configurable in settings.
  • No 'texting' shorthand. 'btw', 'cuz', 'thx' sound unprofessional. Write the way you would write a short email.
  • One action only. One link, one number, one confirmation. Not three things together.

Costs and delivery

SMS messages are paid for individually: every send is debited from the wallet (see the Pricing and Plans section). Cost varies based on destination (Italy, abroad) and type (standard SMS, rich SMS). The panel shows the estimated cost before you launch the campaign.

Consent is mandatory

To send promotional SMS you need the recipient's explicit consent. For transactional SMS (confirmations, reminders for bookings requested by the customer) consent is generally implicit in the relationship. When in doubt: ask for explicit consent.

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