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SMS Distribution

Luis_Melo_Capventis
Luis_Melo_Capventis London Qubie ✭
edited July 2021 in Survey Platform

Hi all,

When sending an SMS distribution, the SMS received by the customer will have a "Sender" that will usually be a phone number of the country.
I believe that phone number is the one provided by the supplier of SMS services that Qualtrics use.
But, rather than the number, is there a way to customise it?
For example for UK, rather than sender of SMS being +44 7903 568 586... could it be "Client's Company Name"?

Best Answers

Answers

  • Victor_MARCHAL
    Victor_MARCHAL France Qubie ✭
    edited March 2020

    Hi all,
    I raise thise topic (I don't know if this is the right place to post it) because I think it's important to rename the sander like "the company name" and not with a random phone number.
    So my first question is : is it actually possible ton change the sander name for a SMS distribution from CX projects ?
    My second question is : How can we put an unsuscribe link (like send "STOP" to this phone number) directly into the SMS distribution ?

    Thank you for your answers.
    Regards,
    Victor MARCHAL
    The Adecco Group

  • Alea
    Alea España Qubie ✭

    @Victor_MARCHAL Did you solve your request? I am interesting in do what you are asking for.


    thanks

  • Alea
    Alea España Qubie ✭

    @Victor_MARCHAL


    So my first question is: is it actually possible to change the sander name for an SMS distribution from CX projects ?

    • No, you should follow the following steps:

    There is no additional charge for using an alphanumeric sender ID for most countries. And to request it you have to follow the following steps:

    Decide what you want your alphanumeric ID to be. (Alphanumeric IDs can be up to 11 characters long. Accepted characters include uppercase and lowercase ASCII letters, the digits 0-9, and space (that is, A-Z, a-z, 0-9). They cannot be just numbers.)

    Create a list of the countries to which you plan to send SMS messages.

    Contact Qualtrics Support via email to request that your alphanumeric ID be enabled. Be sure to include the information listed above. (If we reply to this email, we can proceed to do so)

  • Rod_Pestell
    Rod_Pestell Hemel Hempstead Guru ✭✭

    Hi @Alea ,

    I'd just like to check how you got on with this and how you handled the Opt-out process. We're about to setup some SMS tests ourselves and would like to use a name rather than a number, like you have. However, I'm a little unsure how you managed the opt-out process. From the above, it sounds like you add in the piped text ${l://OptOutURL} into the SMS message, however I'm aware that this then converts to a very long URL which would otherwise use up the whole 160 characters would it not? How did you manage this? We need to keep to 160 characters to ensure we don't use up all the credits in one go.


    I'm going to reach out to Qualtrics support on this too but would value your experience and guidance on this.


    Thanks


    Rod Pestell

  • Rod_Pestell
    Rod_Pestell Hemel Hempstead Guru ✭✭

    Hi All,

    Has anyone tried using the piped text ${l://OptOutURL} in an SMS? I've just tried it (albeit a test SMS) but the piped text just remains as ${l://OptOutURL}.

    Has anyone found it works for them?


    Thanks


    Rod Pestell

  • Alea
    Alea España Qubie ✭

    @Rod_Pestell If it is a test sms and not real ones, the piped text appears. You have to try to send it in real form.

    It depends on your SMS sending distributor. Twilio allows you in the sender to put the alphanumeric name you want depending on the country.

  • Rod_Pestell
    Rod_Pestell Hemel Hempstead Guru ✭✭

    Thanks for confirming that. The help pages were a little unclear on that. Looks like I have to spend credits to test out the message properly then.

    Also, do you know if the optout link opts out at directory level or just mailing list?

    Thanks

    Rod

  • Alea
    Alea España Qubie ✭

    @Rod_Pestell Yes, I am 100% sure because in my tests I always need to spend my SMS credit to be able to check that everything is correct and how it will reach the client.


    I include a thread in Qualtrics where they comment on your concern, but the short answer is that they would unsubscribe from the list and if they need or want anything they should click twice.


    I hope I've helped!

  • Rod_Pestell
    Rod_Pestell Hemel Hempstead Guru ✭✭

    I think you are talking about a directory optout link: ${l://OptOutURL}?OptOut=dir

    The thing I wanted to check though does ${l://OptOutURL} in the world of SMS, behave the same as emails and opts out only at mailing list level. whilst ${l://OptOutURL}?OptOut=dir in an SMS opts out at directory.

    Did you ever test this?

    Thanks

    Rod Pestell