SMS Setup

This section explains how to configure SMS messaging in your Engage system — including provider setup, sender IDs, subscription workflows, and technical requirements.

Before you can send SMS messages, the feature must be activated in your account and connected to a supported SMS service provider. Work with your Customer Success Manager to determine the best setup for your needs.

When setting up SMS messaging, there are a few key questions to clarify:

1. Which type of sender ID do you plan to use?

   1. Shared short code with a keyword

   2. Dedicated short code

   3. Dedicated long number

   Note

   The selected sender ID determines whether inbound SMS replies are supported. Alphanumeric sender IDs are outbound-only and do not allow replies. Inbound SMS, keywords, and subscriptions require a numeric sender ID.

   For details, see Sender IDs and SMS Numbers.

   For details, see SMS Code Types
   

2. How can contacts subscribe?

   • By sending an SMS message

   • By signing up on a website or in-store
     

3. How can contacts unsubscribe?

   • By sending an SMS message

   • By changing preferences on a website
     

4. Will replies be supported (Inbound Messages)?

   • Decide whether subscribers are allowed to respond to your SMS messages

   • Use Inbound Messages and automations to process replies such as “STOP” or coupon codes