Integration and Setup
How can I get the SMS opt-in for my old contacts?
If you already have the consent for your old contacts, you can upload them to Insider via a CSV file or by upserting user data. If not, then you need to collect it. To do so, if you have those users’ email opt-ins, you can reach them via email. You can either put a link in the email and redirect users to a lead collection template on your website, or you can manually ask for it in the email content and upload the users who reply positively to Insider.
Do I need a GDPR opt-in column on the sheet that I'm uploading or on any lead collection template?
You do not need a GDPR opt-in column in your CSV file. It should include the phone number, language code, and SMS opt-in information. However, if the GDPR value is false for a user, Insider is not able to send SMS to them.
If your company obtains your users' consent in compliance with the local regulations, make sure to pass the GDPR opt-in field to Insider One. If you want to stop collecting and processing the data of an identified user, GDPR opt-in field should have the false value. Insider One cannot be held liable if these obligations are not fulfilled and reserves the right to seek compensation from your company.
Where can I define the language of the subscribers?
When uploading your CSV files, you should define it as a language column. In the lead collection templates, it is automatically attributed to the language of your website.
How can I decide on the subscriber language if I have a multi-language website?
You can have multiple languages. For example, if you have a language option on your website, you will collect users based on their language and segment them accordingly. In terms of your CSV files, you should add a language column to decide the language you want to use to reach the users. You can select this language on the Segments step later on.
How can I start the registration process to register a new number for further SMS sending?
Registering a new phone number for SMS is similar to registering for SMS for the first time. So the same steps will be applied; you need to create a ticket for your request.
Mobile Numbers
What are Short / Long / Toll-free / Dedicated short codes?
Long Code: Standard 10-digit numbers used for low-volume messaging and two-way communication, suited for customer service
Short Code: Short, 5- or 6-digit numbers for high-volume SMS campaigns with high throughput and reliability.
Toll-free Code: Traditional toll-free numbers (e.g., 800, 888) that support both SMS and voice, ideal for support channels.
Dedicated Short Code: A vanity short code is a 5-6 digit phone number that is specifically selected by a brand, rather than selected at random by the Short Code Registry.
What are the benefits of short codes?
Short codes are easy to type and remember.
Short codes are highly identifiable with your brand.
What are the benefits of long codes?
Since long codes resemble regular phone numbers, they appear more personal and localized, which can increase trust and engagement.
Can I change my Sender ID at any time?
If you’d like to update your Sender ID, please create a support ticket. Make sure that you have the following information:
Sender ID
Country
Company name
Company website
Headquarters address
Tax code
Message example
Sender ID change requests are managed through Insider’s SMS providers and might require approval from local authorities.
The approval process can take between 2 to 11 days, depending on the country, regulations, and the type of Sender ID (e.g., alphanumeric, short code, or long code).
Since these changes involve third-party and regulatory validation, the timeline may vary. The Insider One team will guide you through each step and keep you informed to ensure a smooth update process.
What is an Alphanumeric Sender ID?
An Alphanumeric sender ID is a custom identifier that replaces a standard phone number or short code in SMS messages. It typically displays a combination of letters and numbers, such as a company name or brand, to the message recipient.
What is the Alphanumeric Sender ID character limitation?
Alphanumeric Sender IDs can be up to 11 characters long.
Can I use the same Alphanumeric Sender ID if it is still in use with another provider?
If the Alphanumeric Sender ID requires registration in a specific country, then the same Alphanumeric Sender ID can be used.
Can I use the "&" character in the Sender ID, and will it be counted only as 1 character?
Yes, you can use "&" in the Sender ID as one character.
Opt-in, Opt-out, and Privacy
Can I use the contact lists that I uploaded for an email campaign to send SMS messages if the lists also have phone numbers?
You can use these phone numbers to send SMS directly, but the CSV file should also include SMS opt-in and language columns. In addition, the SMS opt-in values should be true.
Can I add a temporary keyword for opt-out and change it later?
You can change the keyword. However, it might confuse users; if they use your old keyword to opt out, they cannot opt out of the SMS channel.
How can I unsubscribe users from SMS? Can I manually upload the CSV file to update their SMS opt-in status?
Thanks to Global Unsubscribe, you can unsubscribe users from SMS manually or by importing. You can also use the Unsubscribe API.
Can I use a clickable URL as an opt-out?
Yes, you can use clickable URLs in your SMS content instead of an opt-out code and keyword. Refer to the Unsubscription Methods for SMS for further information.
If the user replies "STOP" to an SMS message and unsubscribes, will Insider be able to collect/understand this data?
Yes, Insider can understand opt-out replies and save users as opted out from Insider databases. Then, you should sync your DB with Insider DB to get aligned.
Do users need an Internet connection to unsubscribe from SMS?
It depends. They need to be online if you use an unsubscribe link in your SMS content. Using unsubscribe keywords does not require an Internet connection.
Can I add or remove a phone number from the SMS Global Unsubscribe list even though the phone number is not an identifier?
Yes, you can. The suppression list will allow you to add or remove users from the global unsubscribe list by adding or removing the phone number.
Is it possible to collect opt-outs from the same number that we send SMS messages?
It is possible to collect opt-outs from short codes and long codes. If you are using a dedicated short code or long code as senderID, you can collect opt-outs from it.
Do I have to include an opt-out option in the SMS content?
According to SMS regulations in most countries, brands should provide an opt-out option to users when they initiate an SMS message and define an opt-out process in the message so that users can easily unsubscribe.
Does Insider support sending OTP via SMS?
Yes, it does. The Verify API enables you to generate, send, and verify OTP codes for the SMS channel.
Can I change a user's SMS opt-in status to false from the InOne panel?
Yes, you can. By using the Static Segment, you can upload a segment with the user's phone number and set the SMS opt-in status to false.
Contacts Management
Can I collect leads with the Shopify website via native forms and sign-up pages?
If you have a Shopify Plus account, you can collect opt-ins via native forms and sign-up pages.
I collect phone numbers not as part of registration or account info, but as shipping details. However, in the shipping details, there's no opt-in box to collect user consent. Considering these, how can I collect user consent from these old users, so I can send promotional SMS using Insider?
You can reach these users through email and ask for their consent (This is only possible if you have email consent from these users). Then, you can share the list of these users with Insider through uploading CSV or Upsert API.
Or, to handle this internally, and redirect the users to a page, where you can collect their consent regarding receiving SMS, if you want to use Insider to collect user consent, you need to integrate Insider Object.
Can I add the uploaded contacts in Contacts Management the same way as Email?
No, you should use saved segments to upload CSV files.
Campaign Management
Can I send an SMS to specific contacts? For example, can I send an SMS to a lead that I collected with Insider's Lead Collection campaign?
You can segment your leads by using events, attributes, predictive segments, purchase history, visit history, and saved segments. Insider’s segmenting capacity enables you to create an infinite number of segment clusters. For further information, read Segments. For that specific use case, we can use events in the Segments step.
Can I send SMS to more than one country at the same time through one panel (e.g., Australia & New Zealand)?
Yes, you can. You can create multi-country SMS by segmenting users according to country code and sending localized messages to users from different countries within the same panel.
Can I upload contacts only through Saved Segments - Static Segments? Can I use Dynamic Segments as well?
You can upload contacts only through Static Saved Segments. You can use Dynamic Saved Segments to pre-create segments for your campaigns. For instance, you can create a dynamic segment with the Likelihood to Purchase segment and the High operator.
Can I edit the campaign after I launch it?
You cannot edit any of the content after you launch your SMS campaign.
Can I exclude invalid phone numbers from the new campaigns?
You can exclude these numbers from your upcoming campaigns automatically. With this method, you can achieve better deliverability rates by avoiding unnecessary sends to invalid users.
How does frequency capping work in practice?
Frequency Capping helps you control how many messages a user can receive within a set time frame for each messaging channel. Once a message attempt is made—whether it’s delivered, undelivered, or dropped—that user is still counted toward the frequency cap. This ensures users don’t get more messages than the limit you’ve defined.
How can I set frequency capping for SMS?
You can configure the SMS frequency capping settings via Advanced Settings.
Why is the expected audience lower than the number of users uploaded via Static Segment in the SMS campaign?
When you add a Static segment into the segment step, it’s necessary to select the correct language. The lower audience in the segment is due to the profiles being associated with different languages. Hence, it’s best to select “All languages” if you’re using a static segment in the segmentation.
Can I use URLs in an SMS campaign that have a custom domain?
Yes, you can use branded short URLs in your SMS message content.
Why is my shortened URL coming through incorrectly?
If your original link contains a hash (#) fragment separator, the URL shortener will convert it into an ampersand (&), which can break Google tracking parameters and may be unstable on some carrier networks. For this reason, Insider does not support using hash (#) as a separator in SMS links. Use standard query‐string parameters (e.g. ?utm_source=…) instead of a hash (#).
Can I use SMS for transactional messages that do not require users' consent?
Yes, you can send Transactional Single SMS and Transactional Bulk SMS to your users.
Delivery and Message Formatting
What happens if I exceed the 160-character limit? Will my message be delivered in two separate SMS messages or in one single SMS?
If you exceed the 160-character limit, your message will be sent as one block SMS, but the price is charged as two SMS messages. The character limit can be exceeded for various reasons (e.g., dynamic attributes, links, etc.). Refer to the SMS Part for further information.
Why are SMS messages divided into several parts?
SMS message usages are calculated per SMS parts that a message includes, and SMS parts are calculated from the encoding of the message and the number of characters.
Will the user see any profile picture in their SMS?
No, Insider does not provide any profile pictures in SMS.
Does the unsubscribe link count towards the 160-character limitation of an SMS?
Yes, it does. The character number depends on the link.
How will the characters get counted when using Dynamic Content?
Characters are counted by the end message. So, for example, if last_product_name is Running Shoes, it will be counted as 13 characters. If customer_firstname is Gabriel, it will be counted as 7 characters.
For Dynamic Content, the final count is considered, but the real count cannot be provided before sending the message.
Can I send SMS to my users in different countries?
Yes, you can. It depends on your contract.
What is GSM-7 encoding?
GSM-7 (GSM 7-bit default alphabet) is the standard alphabet for SMS messages. It is always supported on GSM networks. With more than 128 commonly used symbols in languages, GSM-7 is widely used in mobile communication due to its efficiency and compatibility with global standards for SMS.
What are the problems that might cause failed or undelivered SMS messages?
You can see the detailed SMS analytics and their reasons via the Unsuccessful Message Metrics.
What happens if I send an SMS message to a user who is out of network range or has turned their phone off?
The SMS message cannot be delivered due to the soft bounce. You can also see the number of such messages under the Undelivered Messages on the SMS Analytics page.
What could cause SMS messages to fail delivery to certain users?
Many different reasons might lead to unsuccessful messages. Under Unsuccessful Messages, you can visualize and analyze the main reasons for the Dropped and the Undelivered messages.
Why was my SMS campaign delivered late to users?
If your campaign was delivered later than expected, first check whether there’s another campaign already live. SMS delivery is prioritized based on the activation time, and earlier campaigns are processed first. Delivery speed can also vary depending on factors like your campaign volume, number of message parts, simultaneous active campaigns, time of year (e.g., peak seasons), SMS type, and potential delays on the telco side.
What is the Operator BTK code?
Due to legal obligations in Turkey, mobile operators automatically append a 5-character code (e.g., “BXXX”) with a space at the end of all SMS messages. This can affect message length.
Testing SMS Messages
Can I test the Cart Reminder SMS Message?
Yes, you can. You can use the Test Link on the campaign listing page to test it. You can add a product to your cart and leave the website without purchasing it to receive the message. However, remember that as a tester, your number should also be opted in, and the number should also be in Insider's database. Refer to the Test a Cart Reminder SMS Campaign for further information.
Why am I not receiving the test message for SMS?
This is a provider-related issue. First, try to send the test message to different numbers, too. If the issue persists, then create a support ticket.
SMS Analytics
Can I see the unsubscribe analytics for the SMS?
Yes, you can check SMS subscriber analytics, and each campaign has its own unsubscribe rate in the SMS Campaign Analytics page.
Can I view the overall analytics for all SMS campaigns on a single page?
Yes, you can check the SMS Analytics under Reports > SMS Analytics.
How can I track SMS usage?
The SMS usage limits are defined in your contract. You can monitor your SMS utilization on the Usage Analytics page. Depending on your plan type, you will see SMS volume, your quota, the number of SMS, and the Architect SMS Channel message parts sent to your recipients, as well as data on allocation by country.
Are transactional SMS events logged in UCD by default?
Yes. You can track your transactional SMS delivery performance directly in UCD automatically and without any setup required.
Transactional SMS events (delivered, undelivered, and dropped) are now written to UCD by default. Previously, these events had to be manually enabled through a support request.
This update ensures:
Consistent data tracking across all transactional SMS use cases
No need for manual enablement or configuration
If I add an email address in the SMS content, will the clicks of the link be counted and displayed in the analytics?
No, email addresses are not considered as links, and they will not affect the analytics.
Is Insider able to track the open rate for SMS?
Insider can track delivery rates, click rates (number of clicks on links in the SMS), and post-click conversion rates (e.g., the number of purchases after clicking on SMS, or whichever conversion goals you set). If it is about open rates out of all the SMS messages delivered and how many of them were opened, it is not possible to track it since it is an action that happens directly on the device without any possible tracking mechanism.
What is Delivery Pending in Undelivered Messages in SMS campaigns?
Delivery Pending is the number of Sent messages with no delivery reports received yet from the service provider. Our system is waiting for delivery reports from the provider. If the system can't receive any delivery report for any messages within 24 Hours, these messages will be marked as Delivery Report Missing.
If everything looks as expected but the issue persists, you can open a ticket to get support from the Insider One team.
What should I check for 'Country Code Drops' under the Unsuccessful Messages section on the SMS Analytics page?
Your SMS messages will be dropped/not sent if phone numbers have country codes other than the ones specified in your contract. If you believe country code drops are more than expected, you should check your segment/data and clear your data that is not involved in your contract with Insider. You can use User Profiles > Filter > Standard > Events options. Moreover, you can control your contract with the Insider One team, and if you would like to send to more countries as specified in your contract, you can add new countries to a new contract.
Why can’t I see the Country Code quota in the panel to view SMS quota allocation for a specific region?
First, verify the segment or dataset you’re using and remove any phone numbers that fall outside your contracted quota. If everything is correct and the issue still persists, please contact the Insider One team.
Can I get the number of opt-ins and opt-outs for the specific time period?
Yes, you can track the number of opt-ins and opt-outs for the specific time period on the SMS Subscriber Analytics page.
Can I view the total number of active SMS subscribers?
Yes, you can view the total number of active SMS subscribers on the SMS Subscriber Analytics page.
What do "Subscriber & Reachable" and "Unsubscriber" mean in SMS analytics?
Subscriber & Reachable refers to users who meet all of the following conditions:
They have a valid phone number.
They have given consent to receive SMS messages (opt-in is true).
They have not unsubscribed from SMS (opt-out is false).
Their phone number is marked as valid by the system.
They have not rejected GDPR consent.
These users are considered reachable and can be included in SMS campaign targeting.
Unsubscriber refers to users who meet the following conditions:
They have not provided opt-in permission (opt-in is false), or
They have actively unsubscribed (opt-out is true),
While still having a non-empty phone number.
Such users are excluded from the reachable audience and will not receive SMS messages.
For further information, refer to the SMS Subscriber Analytics page.
Miscellaneous Topics
Does Insider SMS support any tracking parameters so I can properly measure the sales that this channel is driving and calculate our ROI accordingly?
Yes, Insider uses its parameters to collect Purchases and Clicks. It is also possible to use UTM parameters. In order to have a better UX (and because of the 160-character limit), URLs are shortened. Refer to the URL Shortener for SMS for more information.
Does Insider support Transactional SMS?
Yes, Insider provides Transactional SMS.
Do the dropped messages count against the SMS quota?
No, they do not. The dropped messages do not affect your quota.
Do undelivered messages count against the SMS quota?
Yes, they do. Undelivered messages are sent to the service provider and are charged by them, so they are deducted from your quota. You can check the reasons for undelivered messages in Overall SMS Analytics.
How are SMS message usages calculated?
SMS message usages are calculated per SMS parts that a message includes.