FAQ

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1. Can I use SFDC Campaigns for sending bulk SMS?

Yes, SFDC campaigns can be used to send out bulk messages, but only through Contact and leads object.

2. How do I see who responded to my campaign(s)?

You can have a related list of Incoming SMS and SMS History object on the campaign module where the responses get attached and you can view the same on the respective campaign

3. Can I run drip campaigns?

Yes, you can run drip camapigns but as per the compliance settings.

4. Can I run a survey?

Yes, with the help of Converse Apps (which can be integrated with Salesforce Automation tool – process builder/ workflow), you can configure and run Surveys.

5.Can I pause & re-run a Campaign?

No, You cannot pause the campaign in between and rerun the camapign.

6. Can I reuse a campaign on a future date?

No, If you have already ran the campaign then you need to create a new one.
If the campaign is still scheduled for future and you need to change the date then that is possible.
Just need to edit the campaign and change the date,

1. Where is your server/data centre located?

We have our application hosted at the U.S., Europe, and AU data centers. You can choose to host your data at either of these data centers.

1. What is the maximum number of characters I can use for one SMS?

You can send messages up to 700 characters with SMS-Magic. If you are sending long messages, corresponding credits will be deducted from your account. For example, if you are sending a message of 350 characters, three credits will be deducted.

Long messages are broken into multiple parts and are concatenated after they are delivered at the recipient’s mobile phone.

The maximum number of characters for one SMS depends on the selected language. For instance:

  • 160 characters for only English messages = 1 SMS credit.
  • 70 characters for Unicode messages = 1 SMS credit.

1. Is there a GDPR certification?

No, currently there is no GDPR certification issued by the European Commission. Salesforce will be monitoring any certifications that are released after the GDPR becomes effective and will get certified, if it deems them to be appropriate.

2. What constitutes personal data?

GDPR aims to protect individual’s data that includes a wide range of personal identifiers including name, identification number, location data or online identifiers that reflect changes in technology and the way organisations collect information about people. In other words, all those identifiers that helps to identify an individual are included within the definition of ‘personal data’ for GDPR.

7. Can I round-robin incoming SMS to my agents?

Yes, you can round-robin incoming SMS to your agents

3. Do data processors need ‘explicit’ or ‘unambiguous’ data subject consent – and what is the difference?

Yes. The conditions for consent have been strengthened, as companies are no longer able to utilize long illegible terms and conditions full of legalese. The request for consent must be given in an intelligible and easily accessible form, with the purpose for data processing attached to that consent. This means that it must be unambiguous. Consent must be clear and distinguishable from other matters and provided in an intelligible and easily accessible form, using clear and plain language. It must be as easy to withdraw consent as it is to give it. Explicit consent is required only for processing sensitive personal data – in this context, nothing short of “opt-in” will suffice. However, for non-sensitive data, “unambiguous” consent will suffice.

2. Does SMS-Magic provide a call forwarding feature?

Yes, we do provide a call forwarding feature and there will be some additional charges for the same.

3. Is the link clickable in the SMS Template?

You can send links via sms. The messaging app on users device make it clickable and it depends upon “messaging app” on Android or iPhone.

8. Can I reassign messages if one of my agents is absent?

Yes, you can reassign the SMS conversations from the Converse Desk in Salesforce

4. Does SMS-Magic have an “Email to Text feature”?

Yes we do. You can reply to email alerts from your mailbox and it would go out as Text.

5. What all formats are supported for sending MMS?

Regarding sending MMS files following are the rules:

  1. Maximum Supported MMS Size (In KBs):500
  2. Supported File Formats :Animation:(gif), Audio:(amr, aac, x-hx-aac-adts), Others:(vcard, x-vcard), image:(jpg, jpeg, png, x-ms-bmp, bmp), video:(mp4).

6. Can I include Emoji in the SMS text?

Emoji support has not been standardized across carriers, as a result we cannot guarantee support for Emoji across all carriers

7. How credits are deducted per message?

It’s based on the text length, i.e. the number of characters in the text. If its 160 characters it will consume 1 SMS credit and so on.

8. What is the limit of characters that can be used per message?

You can send messages up to 700 characters with SMS-Magic. If you are sending long messages, corresponding credits will be deducted from your account. For example, if you are sending a message of 350 characters, three credits will be deducted. Long messages are broken into multiple parts and are concatenated after they are delivered at the recipient’s mobile phone. The maximum number of characters for one SMS depends on the selected language. For instance: 160 characters for only English messages = 1 SMS credit. 70 characters for Unicode messages = 1 SMS credit.

9. Can we send messages to multiple countries?

Yes, you can send messages to multiple countries, however, you will need to make sure the country code is prefix to the mobile numbers. Credits will be deducted as per rates prevailing in the recipient countries.

10. What is sender ID? Can we use our company name as sender ID?

“Sender ID is the alpha-numeric name or number which appears on the mobile phone as the sender of a SMS (It is used to identify who’s sending the message to the recipient). Sender ID can be numeric (i.e. a Mobile Phone Number) or alphanumeric such as the name of your company.

SenderId restrictions for every country are different. Please find below restrictions for few countries: UK, Australia, Europe: SenderId can be configured as country name. Please note that sender ID has to be within 11 alphanumeric characters without any special characters.

USA: Sender Id is NOT configurable. You procure a Dedicated Incoming Number (DIN) or use our incoming numbers for sending messages. You can configure the incoming numbers as the Sender IDs and SMS sent will show this number as the Sender ID (standard US number eg +12147587469). India: 6 digit alpha senderID is configurable.”

11. Can we send pictures, links and pdf using messages?

Yes, you can send pictures, gif or links using SMS-Magic, however, attachments like pdf or any document cannot be sent. Currently, we provide MMS functionality for the U.S. and Australia only.

12. Can the recipients reply to our outgoing text? If yes, where can we see the Incoming messages?

Yes, recipients can reply to the outgoing SMS. For the same, you will need to procure an Incoming number from us. You can view all the responses:

  1. Salesforce: You can view all the responses under SMS History object with direction value as IN. You can also view the responses under the SMS History related list available on that particular record.
  2. ZOHO: You can view all responses on the SMS History module with direction value an IN or under SMS History related list available on a record layout. Additionally, all response gets logged in to the SMS-Magic portal as well under Campaign -> Responses tab.

13. Can we create templates for MMS?

As of now, MMS templates cannot be created.

14. If we ran out of SMS credits, is there an easy way to re-send those messages manually?

Yes, you can reach out to our Customer Success team to re-send your messages when you exhaust your SMS credits.

15. Is there a way to export a list of all incoming and outgoing messages sent in a period of time?

Yes, you can download the SMS logs i.e. outgoing and Incoming messages from SMS-Magic portal. If you are using ZOHO or Salesforce CRM, you can export SMS logs from the CRM as well.

16. How can we add SMS credits on our own if we have subscribed to the SMS-Magic app?

Following are the 2 ways to add SMS credits on your own if you have subscribed to the SMS-Magic app:

  1. You can top-up from the link: https://app.sms-magic.com/pricing/topup
  2. You can login to SMS-Magic portal -> click on Balance available on the top right corner.

17. Is it necessary to add country code? What is the standard mobile format to be followed for sending messages?

If you are sending messages to more than one country, it is required to set the country settings to ALL. It is also necessary to add the country code as a prefix to the mobile number.

The standard mobile format for sending messages is shown below –

1xxxxxxxxxx

Where 1 is the country code.

19. Do you store messages on your Server? Are you GDPR Compliant?

Yes, we have the data stored in one of the two servers i.e. U.S. or Ireland (for EU region). Yes, we are GDPR Compliant.

20. Can we automate messages? Can we schedule message?

Yes, automated messages can be configured with respect to different conditions and messages can be scheduled as well.

21. Can you integrate SMS-Magic with Pardot / Marketo?

Yes, SMS-Magic can be integrated with Pardot or Marketo. Please note only automated messages can be triggered in this case.

22. What is the difference between long code & short code?

Long codes, as the name implies, are long telephone numbers which can be up to 16 digits in length but are usually the length of a standard telephone number. Long numbers are cheaper to use than short codes and allow you to receive replies from the recipients. A shortcode is a memorable number between 3 and 7 digits in length. They are ideal for marketing campaigns and promotions where you want people to remember your number. Short codes are country specific.

23. Does SMS-Magic Integrate with Salesforce 1?

Yes, SMS-Magic Converse can be integrated with Salesforce1.

24. Can we send Images & Videos & what is the size limit ?

Yes, images/ gif as well as Videos can be sent through SMS-Magic.

Maximum Supported MMS Size (In KBs):5000

Supported File Formats: Animation:(Gif), Application:(pdf), Audio:(AMR), image:(JPG, PNG, JPEG, VCF), video:(MP4)

25. Can I use my Mobile Number for Texting ?

Yes, you can use your mobile number for texting

26. Does SMS-Magic work with Sales Cloud, Service Cloud?

Yes, SMS-Magic works with Sales and Service Cloud.

27. Does the DND List effect the Texting functionality?

This will be country specific e.g. In India you cannot send promotional messages to DND activated numbers.

28. Can I mask my number while sending messages?

No, number masking is not possible. Also, senderID restriction differs from country to country.