Getting Started With SMS Messaging

Goal

Set up SMS messaging in Mapp Engage, including selecting the appropriate code type, configuring sender IDs, and preparing for inbound and outbound SMS communication.

Introduction to SMS Messaging

Mapp Engage supports SMS messaging to help you connect with contacts through direct mobile communication. SMS can be used for:

• Outbound messaging: Send marketing, transactional, or service notifications.

• Inbound messaging: Receive responses, opt-ins, or keywords from users.

• Automations: Trigger workflows based on keyword replies or SMS interactions.

Refer to Best Practices for SMS Messaging for guidance on maximizing your messaging strategy.

Prerequisites

Before setting up SMS messaging in Mapp Engage, ensure the following:

• SMS feature is enabled: SMS messaging must be activated for your Mapp Engage account. Contact your account manager if unsure.

• Sender IDs and SMS numbers are registered
  Before configuring outbound or inbound SMS communication, make sure you understand which sender ID types are supported and how they affect reply handling.

  • Alphanumeric sender IDs support outbound-only SMS and do not allow inbound replies.

  • Numeric sender IDs (short codes or long numbers) are required for inbound SMS, keywords, subscriptions, and reply handling.

  For details on sender ID types, limitations, and cost implications, see Sender IDs and SMS Numbers.

• SMS codes or numbers are registered:

  • Work with your account manager to register the necessary shared short codes, dedicated short codes, or long numbers with local mobile operators.

  • Each mobile code must be approved in every country where you plan to send or receive SMS messages.

• Keywords are defined (if using a shared short code): You must register at least one keyword per SMS group.

• Dedicated SMS groups are created:

  • Create one group per mobile code or keyword.

  • Separate groups are required for different countries or SMS programs.

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1 SMS Code Types

Before sending SMS messages, you need to register a mobile code (short code or long number) with carriers in each target country. Mapp supports three main code types:

1.1 Shared Short Code + Keyword

• Description: A 3–6 digit number shared by multiple senders. Identification is done using keywords.

• Example: 12345 FASHION, 12345 INSIDERS

• Use case: Run different programs on the same number using multiple keywords.

• Limitations: Contacts must include the correct keyword when replying.

1.2. Dedicated Short Code

• Description: A 3–6 digit number used exclusively by your company.

• Example: 88888

• Use case: Easier recognition, no keywords needed in replies.

• Limitations: Higher cost, one country per code.

1.3 Long Number

• Description: A full international phone number used for SMS.

• Example: 441234567890

• Use case: Reach multiple countries with a single number.

• Limitations: Not permitted in all countries for marketing, and harder to remember.

1.4 Code Type Comparison

2 SMS Providers & Setup Requirements

2.1 Supported Providers

You must work with an SMS provider approved in the countries where you want to send and receive messages. Currently, Mapp Engage supports SMS services from the following providers:

• infobip

• Sinch

• Mitto

• Purebros

• RDCOM

Mapp offers two SMS setup options: (1) individual code registration with local mobile operators, or (2) a shared bulk account for outbound-only SMS sendouts.

2.2 Legal Considerations

• France & Belgium: Special rules apply for inbound SMS. For example, in France, the network may transform unregistered sender IDs.

• Country-specific regulations: Always verify SMS compliance per destination country regarding keyword usage, sender IDs, and reply charges.

2.3 Sender Name Registration

To enable SMS messaging:

1. Coordinate with your Mapp account manager to:

   • Choose a code type.

   • Register keywords or numbers with carriers.

2. Register sender names (TPOA) where required.

   • An alphanumeric sender ID (e.g., company name) is supported but disables replies.

   • Limit: 11 characters for alphanumeric, 16 for numeric.

   • Not allowed in some countries unless registered.

2.4 Mapp Setup Steps

1. Go to Audience > Groups.

2. In the Actions column for your SMS group, click the settings icon.

3. Open the Reply Handling tab and expand the SMS section.

4. Enter the Inbound Mobile ID based on your SMS setup:

   • Keyword for shared short code

   • Number for dedicated short code or long number

5. Enter the Outbound Mobile ID:

   • Short code or long number used for sending

6. Select a reply handling option from the Replies drop-down.

7. Click Save.

3 Next Steps

After completing SMS setup:

1. Create opt-in and opt-out flows for compliance and a smooth user experience.

   • Set up double opt-in: Enable Subscription via Inbound SMS

   • Configure opt-out: Unsubscribe All Inbound SMS Numbers.

2. Send your first SMS campaign: Create and Customize SMS Messages

3. Explore further SMS Scenarios.

4. Monitor performance with reporting tools: SMS Statistics.