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SMS Messaging Step-by-Step Guide

Get started sending SMS to your users as part of your triggered campaigns!

1. Overview & Key Concepts​

Before you start sending, it's helpful to understand how SMS works within the Conviso:

  • Transactional SMS: Real-time messages triggered by user actions (e.g., OTPs, order confirmations).

  • Broadcast SMS: Bulk messages sent to a specific segment of users (e.g., holiday promotions).

  • Campaign SMS: Messages sent as part of an automated user journey or workflow.

  • Provider: The service that actually delivers your SMS (Twilio or Termii).

  • Identity (Sender ID): The phone number or alphanumeric name (e.g., "Conviso") your users see on their phones.

2. Setting Up Your SMS Provider​

To send SMS, you need to connect a provider. We support Twilio (Global) and Termii (focused on African markets).

Twilio Setup​

  1. Account SID & Token: Log in to your Twilio Console and find your Account SID and Auth Token.

  2. Messaging Service SID: We recommend using a Messaging Service for better deliverability. Create one in Twilio and get the SID.

  3. Configuring in Conviso:

    • Navigate to Organization Settings > Providers.

    • Select Twilio.

    • Enter your SID, Token, and Messaging Service SID.

    • Save and test the connection.

Termii Setup​

  1. API Key: Get your API Key from the Termii dashboard.

  2. Sender ID: Ensure your Sender ID is approved in Termii.

  3. Configuring in Conviso:

    • Navigate to Organization Settings > Providers.

    • Select Termii.

    • Enter your API Key and default Sender ID.

3. Managing "From" Identities​

Your "Identity" is the number or name your userss will see.

  1. Go to the SMS Notification section or Verified Senders in settings.

  2. Click Manage Identities.

  3. Add your phone numbers or Alphanumeric Sender IDs verified in your provider's dashboard.

  4. Set a Default identity to be used automatically when creating new messages.

4. Creating SMS Content​

Our SMS Editor allows you to craft messages that feel personal using dynamic data.

The SMS Editor​

  • Message Body: Keep it concise. One standard SMS is 160 characters. If you exceed this, multiple units will be sent (up to 320 characters).

  • Personalization with Liquid: You can use dynamic data by wrapping fields in double curly braces:

    • Person Info: {{ person.first_name }} or {{ person.last_name }}

    • Event Data (for Campaigns/Broadcasts): Use {{ event.property_name }}

    • Trigger Data (for Transactionals): Use {{ trigger.field_name }}

    • Fallback Values: Use filters for safety: {{ person.first_name | default: "Friend" }}

  • Preview: Use the Phone Preview on the right to see exactly how your message will look on a user's device.

5. Sending SMS: Broadcasts vs. Campaigns​

Broadcasts (Speedy Announcements)​

Use this for one-off messages to a group of people.

  1. Navigate to Broadcasts > Create New.

  2. Choose SMS as your channel.

  3. Select the Segment you want to reach.

  4. Write your message, preview it, and click Proceed to review and send.

Campaigns (Automated Workflows)​

Use this for behavior-based messaging (e.g., "Welcome Series").

  1. In the Campaign Workflow Builder, drag an SMS action onto your canvas.

  2. Click the step to open the editor.

  3. Draft your message and save it. It will trigger automatically when users reach that point in the journey.

Transactionals (Real-time Alerts)​

Use this for one-on-one notifications like OTPs or shipping updates.

  1. Create a Transactional SMS template.

  2. Trigger it via API using the {{ trigger.xxx }} variables for data like order numbers.

6. Tracking & Analytics​

Conviso tracks the lifecycle of every SMS sent:

  • Sent: The message has been successfully handed off to the provider.

  • Delivered: Carrier confirmation that the user's phone received the message.

  • Failed: The message could not be delivered. Common reasons include:

    • Invalid Number: Ensure your user's phone or phone_number attribute is in E.164 format (e.g., +1234567890).

    • Carrier Filtering: Content was flagged as spam by the recipient's carrier.

    • DND: User has "Do Not Disturb" enabled.

IMPORTANT

Phone Number Format: Always store users phone numbers with the plus sign and country code (e.g., +234...). The system will skip records with invalid or missing numbers.

7. SMS Best Practices

  1. Be Concise: Standard SMS is 160 characters. Going over increases your messaging costs.

  2. Add a Call to Action (CTA): Use short, trackable links if you want users to click.

  3. Mind the Clock: Use Timezone-Aware Delivery in campaigns to avoid waking users at 3 AM.

  4. Identity Matters: Choose a Sender ID that your users recognize to build trust.