Overview

To send an SMS via MoEngage, you need to integrate with an SMS service provider. MoEngage has native integrations with some SMS providers - Gupshup, Kaleyra, ICS, Sinch, and Twilio - present under the hood Integrated Connectors on the MoEngage SMS settings page. MoEngage can work with you to set up an account with any of these providers or you can also configure your existing account with any of these providers on MoEngage.

If you wish to integrate with a provider apart from the ones mentioned above, you have to work with the provider to set up an account and configure it on the MoEngage dashboard as SMS Custom Connectors.

SMS Connector Configuration

You can configure multiple senders or SMS service providers using both integrated and custom connectors.

 

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Refer to the following articles for detailed steps on configuring each SMS service provider.

  1. Configure Gupshup

  2. Configure Kaleyra

  3. Configure ICS

  4. Configure Sinch

  5. Configure Twilio

  6. Configure Vonage as a custom connector

  7. Configure Netcore as a custom connector

  8. Configure an SMS Custom Connector

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, and 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 the 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 an try to send SMS via an unregistered header, your SMS will be rejected and will not be delivered to the end-users.

SMSConfigSender.png

 

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 that will be picked up by default for sending all SS 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 nave 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:

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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 the sender of 1 custom connector to another sender of a different custom connector.

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

SMS General Settings

  1. Navigate to Dashboard > Settings > Channel > SMS & Connector > SMS General Settings
  2. Do the following:
    Field Description
    SMS Subscription Management
     

    BETA ALERT

    Currently, the feature is a Beta Feature. If you wish to try out the feature, reach out to support@moenage.com.

    Only enabled for the North America region.

    When you enable the toggle, SMS subscription management is enabled.

    Current Provider

    Select from the drop-down the SMS provider. All SMS will be sent using the selected SMS provider.

    For more information, refer to SMS Partners of MoEngage.

    User Attribute that stores user’s mobile numbers

    Select the standard attribute for mobile number. 

    MoEngage standard attribute name for mobile number attribute is Mobile Number (Standard). This is a standard attribute where the name is provided by MoEngage and the value is provided by you.

    Preference Management 
     

    BETA ALERT

    Currently, the feature is a Beta Feature. If you wish to try out the feature, reach out to support@moenage.com.

    Only enabled for the North America region.

    When Subscription Management toggle is enabled:

    1. The configured preference management for SMS is overwritten. The attribute moe_sms_subscription is not OPTIN
    2. For new preference management, moe_sms_subscription is not OPTIN is created.

    When the Subscription Management toggle is disabled:

    1. The configured preference management for SMS is overwritten. The <default attribute> does not exist provided user preference filter name is moe_sms_subscription
    2. When the preference management has no moe_sms_subscription, then the previously configured preference management is active.

FC & DND

Frequency capping

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

Enable Frequency Capping

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

SMSFC_Settings.png

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 to a user a maximum of 2 times (combined total for scheduled as well as a triggered delay of a period of 1 day. These SMS will be sent on a 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" 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 applicable according to the 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. 

SMSSTConfig.png

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 messages available in the queue.
  • Send only one message from each of the created campaigns.
  • Send only one message from all of the SMS campaigns or campaigns.

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 received in the queue (First in First Out).

Applicable to the campaigns created inside a MoEngage Flow as well. For more information, refer to Flows Frequency Capping.

Subscription and Keywords

Use the subscription and keywords tab to enable SMS alerts or notifications. To receive SMS there an agreement or consent or approval provided by the users. The consent is part of the regulatory compliance. For more information on SMS compliance, SMS Compliance.

 

BETA ALERT

Currently, the feature is a Beta Feature. If you wish to try out the feature, reach out to support@moenage.com.

Only enabled for the North America region.

Manage Subscriptions

 

BETA ALERT

Currently, the feature is a Beta Feature. If you wish to try out the feature, reach out to support@moenage.com.

Only enabled for the North America region.

  1. Navigate to the Dashboard > Settings > SMS & Connectors
  2. Click Subscription & Keywords
  3. Toggle Manage SMS Subscription & Keywords to enable SMS for a particular SMS partner. 
    For more information, refer to SMS Connector Configuration.
  4. Configure the keywords for the SMS.

Manage Keywords

Keywords are used to subscribe to and unsubscribe SMS alerts or notifications. Keywords are used to get support or help with SMS alert subscriptions.

 

BETA ALERT

Currently, the feature is a Beta Feature. If you wish to try out the feature, reach out to support@moenage.com.

Only enabled for the North America region.

  1. Navigate to the Dashboard > Settings > SMS & Connectors
  2. Click Subscription & Keywords
  3. Ensure that the Toggle Manage SMS Subscription & Keywords is on.
  4. Click AddKeywordCategory.png.
    The Add Keyword category pop-up window is displayed.
    AddKeywordCategoryPopUp.png
  5. Do the following:
    Field Description
    Keyword Category

    Type or paste the keyword category name.

     

    INFORMATION

    The keyword category name should be only 50 characters long.

    Keywords

    Type or paste the keywords and press enter to add the keywords.

    For example, if the keyword category is Opt-In, then the keywords are subscribe, start, resubscribe, enable and so on.

     

    INFORMATION

    You can add only 20 keywords for a particular keyword category.

    Autoresponse message 

    Type or paste the SMS message received by the user.

    For example, The message for resubscribing is as follows
    You have successfully re-subscribed for receiving messages from this number. Reply HELP for more info. Reply STOP to unsubscribe. 

     

    INFORMATION

    The message can contain only 200 characters.

  6. Click Save to save the keywords and keyword category.
    OR
    Click Cancel to close the Keyword category window and not create the keywords or keyword category.

 

 

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