Configure SMS Channel

SMS Connector Configuration

MoEngage provides default SMS integration with - Gupshup, Kaleyra, Sinch, and Twilio.

You may also send SMS using any other service provider, by defining a custom connector.

To get started please configure one or more of the following SMS vendor(s) and one or more senders for the selected vendor(s)


Configure Gupshup

Delivery Callback

To enable SMS delivery tracking, Login to Gupshup Portal and go to Settings -> SMS Settings.

Enter the MoEngage Delivery Tracking URL and paste it under Real-Time Delivery URL in Gupshup portal for the Transactional SMS Account. As per the latest DLT guidelines, delivery tracking for Promotional SMS is no more provided. 

Note: The delivery tracking URL should be set as a GET request on Gupshup, contact your Gupshup account manager for setting it as a GET request.


Configure MoEngage dashboard

Use the steps mentioned below if you want to set up SMS Gupshup API as a custom connector.

Before creating the campaign, ensure that you have UserId and Password for the SMS Gupshup Account. These are the credentials to login into your Gupshup account. If you are not able to find these, reach out to your contact in Gupshup.

Then, Go to Settings > SMS & Connector  > SMS Connector Config. On this page click "Create" corresponding to Custom Connectors mceclip0.png 


Step 1:

Set a name for the Connector and corresponding Sender. You can create multiple Senders corresponding to a Connector or SMS provider. Refer to configure sender for more information on how to do this. 

To create an SMS campaign, navigate to MoEngage Dashboard > Campaigns, click Create Campaign > Connector Campaigns and click Create.

Step 2:

We are quoting the below example using the API of SMS Gupshup to send simple (non-Unicode) text SMS. You can read the complete API documentation for SMS Gupshup here.

Configure Webhook URL

Use GET Method to send the API request.

Webhook URL : Just copy this in Webhook URL Field : is a test message&msg_type=TEXT&userid=Username&auth_scheme=plain&password=Password&v=1.1&format=text   

Once copied, URL params will be populated automatically. You should be able to see something like this:


Change value for these keys: 

  • Userid and Password - Set as per your account credentials
  • send_to - In the send_to field, you can personalize [using @] to select the mobile number of the user. Ensure that the selected attribute consists of the user mobile number with country code - 91. 


      If you are saving the Mobile Number without country code, prefix 91 to your selected attribute. e.g.


  • msg - Configure the message that you would want to send in the msg text field above. Ensure that you use the approved template (approved by your SMS provider - Gupshup in this case) in the message (msg) for transactional type messaging.
  • msg_type - Should be the text for plain text message; Should be unicode_text for Unicode messages.

Step 3: 

Do a test SMS to make sure everything is set up correctly. And finally click Save to save the settings. 

Configure Sinch



Sinch Connector is available only for users based in the United States of America (US) and Cananda

Sinch Connectors are enabled only when multiple senders are enabled for your account.

Below is step by step explanation for setting up Sinch as your desired SMS provider on MoEngage. Before proceeding ahead, please make sure you have the Short code, Access token, Service Plan ID set up on Sinch dashboard. You can also reach out to MoEngage Customer Success team to get assistance on this.

1. Go to Settings >> SMS & Connectors >> SMS Connector Config

2. Select Sinch under Integrated Connectors. 

3. You will see the Sinch configuration page as shown below. 



4. Login to your Sinch dashboard to fetch the required information and add in the Sinch config page on MoEngage dashboard:

i. Sender Name: Add any name to identify the Sinch sender

ii. Sender Number: This is the short-code which is the number from which SMS will be sent to your users. You can find it on Sinch dashboard here or as shown in the screenshot below. 




iii. API Token: API token is required for authentication and is linked to a service plan ID. You can find API token here. Click Show to reveal your API token as shown in the screenshot below.

iv. Service Plan ID: Enter the Service plan ID corresponding to the API token you have entered above. Make sure that your short code is linked to this service plan ID. You can check with Sinch team if you need clarity on which short code is linked to which service plan ID.




5. Do a test SMS to make sure everything is set up correctly. And finally, click Save to save the configuration. 

Configure Twilio

Below is a step-by-step explanation for setting up Twilio as your desired SMS provider on MoEngage. Before proceeding ahead, please make sure to keep the login credentials of your Twilio Account handy. You can also reach out to the MoEngage Customer Success team to get assistance on this.

  1. Go to Settings >> SMS & Connectors >> SMS Connector Config
  2. Select Twilio under Integrated Connectors. 
  3. You will see the Twilio configuration page as shown below. 


4. Next, in the pop-up enter the authentication details. You can find these details in your Twilio console once you log in to your Twilio account.

i. Username: This is the Twilio Account SID

ii. Password: This is the Twilio Auth Token


Twilio Console:


5. After entering the Twilio Account SID & Auth token, click on Save to save the authentication details. The authentication for Twilio is at the account level and you do not need to add this for each sender. However, for any reason, if you need to change the authentication parameters you can click on the gear icon next to Twilio and change the settings.


6. After saving the authentication details, you will see the updated Twilio configuration page with the option to add senders. 


7. Enter the following details:

  • Sender Name: Add any name to identify the Twilio sender
  • Sender Type: Choose the correct sender type from the dropdown. We support sending via Longcode, Shorcode, Service plan ID, or Alphanumeric sender ID. Make sure that the sender type you choose is supported in the country/region in which you want to target your users with the SMS campaign. Also, the same sender type should be configured in your Twilio console. If not, then reach out to the Twilio team to get the necessary action done.
  • Sender ID: This is the number from which SMS will be sent to your users. Make sure to add the number corresponding to the type you chose. 
    • Find shortcodes here
    • Find longcodes here
    • Find Messaging Service here. Enter the Messaging Service SID in the Sender ID field. 

8. Do a test SMS to make sure everything is set up correctly. And finally, click Save to save the configuration. 

Configure Custom Connector

To configure your existing provider to send SMS, set the Custom Connector by navigating to MoEngage Dashboard > Settings > Channel > SMS & Connector > SMS Connector Config.



Follow these steps to configure the SMS custom connector:

Step 1

If you want to send your SMS using SMS Gupshup API (an SMS provider in India),  then copy the API Endpoint to the API URL as described.

Configure Sender

You can configure multiple senders for a particular SMS Connector and streamline your SMS communications for different brands or types by having separate threads. Moreover, you can then choose different senders for different SMS campaigns during SMS campaign creation. 


Add Sender

To add a sender, go to SMS settings > SMS Connector Config. Select the Connector you want to use, it can be an integrated connector or a custom one. Click on the mceclip2.png button. It will create a new tab. Set a sender name, set the type as Transactional or Promotional, enter the credentials. Once you click on Save, the new sender gets created.

The below screenshot shows SMS GupShup having 2 Senders - 1 for sending promotional messages and other one for transactional messages - identifiable by(P) & (T) respectively.


If you are sending SMS to Indian mobile numbers

  • In the Sender ID field, please ensure that you add the Header ID approved under the DLT platform. More details on DLT are captured here.
  • If you will try to send SMS via an unregistered header, your SMS will be rejected and will not be delivered to the end-users.



Delete Sender

To delete a sender, go to the Sender tab and click on "X" button as shown here:mceclip4.png

You will not be able to delete a sender if it is also set as a default sender. 


Default Sender

A default sender is the one which will be picked up by default for sending all SMS campaigns, unless you choose a different sender at the campaign level. You can set a sender as default by simply using the toggle button mceclip6.png

The default sender can be identified by the green circle containing D mceclip3.png. There will be only 1 default sender across all the connectors and each connector will not have its own default sender.


Deleting a default sender

If you delete a sender and that sender also happens to be associated with a campaign, then the default sender will be used as a fallback and the campaign will now be sent via the default sender.


Add Sender to customer connector

You can add multiple senders, delete senders and set any one of them as default under Custom Connectors as well. 

In addition to this, you will get 2 options when you try to Add a Sender in Custom Connector:


1. Copy details from an existing sender: Choose this option if your new sender will have similar parameters as the existing one and only a few parameters will be changed. This will help minimize the additional work. This is applicable only within a connector, meaning that you will not be able to copy details from sender of 1 custom connector to another sender of a different custom connector.

2. Enter new details: If the new sender is going to very different from the existing sender, then you can choose this option and all the details afresh. 

SMS General Settings

Refresh the page and choose the SMS Provider from the drop-down in MoEngage Dashboard > Settings > Channel > SMS & Connector > SMS General Settings
Set the attribute for saving your user Mobile Number, so that MoEngage can use the attribute to send an SMS.SMSGeneralSettings.png


Frequency capping

Frequency capping allows you to limit how many times SMS will be sent for a user during a particular time period.

Enable Frequency Capping

To enable Frequency Capping go to Settings-> SMS & Connectors ->SMS FC


Set the value to the desired number as per your communication policy.

You can also choose to reset the Frequency Cap at 00:00 GMT daily. It is useful when you send your campaign late on a day and want to send an early morning campaign the other day. Do not forget to click on Save Button to save your changes.

How does it work?

For example, a marketer has set Frequency Cap as 2 in one day. In that case, SMS will be sent for a user a maximum of 2 times (combined total for scheduled as well as triggered deliveries) in period of 1 day. These SMS will be sent on first come first serve basis.

Do not disturb

A Smart Trigger SMS or Connector campaign is sent when a user does (or does not do) a defined action in a defined time (for example, "Added a product to cart" but "Not Purchased" in 2 hours). It is possible that some of these SMS or Connector notifications are triggered at odd hours (for example, if the user added a product at 10:00 pm, the corresponding message will be sent at midnight). DND feature allows you to configure idle hours during which your customers should not receive smart trigger SMS/ Connector notifications.

Setup DND

You can set up Do Not Disturb (DND) time interval in the following steps:

Step 1: Navigate to MoEngage Dashboard -> Settings -> SMS & Connector Settings 

Step 2: In the FC & DND tab, click the Do Not Disturb (DND) toggle button and enter the time interval for which you wish to not send the triggered SMS/Connector notifications. 

Note that the DND time intervals are applicable for end-user based on their respective time zone (fetched from the device). In case, device timezone data is not available DND will be applicable according to app timezone. You can find the app timezone from Settings (sidebar) ->App Settings (under Account Settings). In a rare case, where the App timezone is not available as well, DND will be applicable as per GMT. 


You can configure the following save and send options:

For the messages generated during the DND period
Save and send the SMS after the DND period is completed or discard and do not send the message.
Save and Send Criteria
Select one of the following:
Send all the message available in the queue.
Send only one message from each of the create campaigns.
Send only one message from all of the SMS or Connector camapign.
Order in which queued messages should be sent
Send the most recent message in the queue (Last in First out) or send the first message recieved in the queue (First in First Out).

DND Settings are applicable to the campaigns created inside a MoEngage Flow as well. For more information, refer to Flows Frequency Capping.

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