Sending SMS

Short Message Service (SMS) remains a promising marketing tool to boost conversion and build customer loyalty.

Promptly send SMS promotional updates to your customers with tailored messages.

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Notice

  • Sender ID is not guaranteed to be displayed to your message recipients.
  • SMS may not be delivered to a non-mobile phone number.

 

Sending SMS Using the Dial Pad

To send an SMS from the Dial Pad:

  • From the menu tab, go to Call then tap the floating Dial pad button. Note that the SMS and Call buttons are disabled and unclickable.
  • Check the Caller ID, which is your SMS sender address. You may change your Caller ID from the default one if there are other options available in your CINNOX service.

  • Select the country code from the dropdown list, then type the phone number you want to send the SMS using the keypad. Note that the SMS and Call buttons are now enabled and clickable.

  • Tap the SMS button. CINNOX will then create a new chat room that will later appear in the Recent section of your Utility tab.

  • On the chat room screen, type the message you want to send in the text input bar then tap the Send icon.
  • On the pop-up window that will appear, make sure that the Recipient Number and Sender Address are correct. Tap their respective dropdown boxes to select the correct numbers for each.
  • Tap Send.

 

Sending SMS from the Contacts List

To send an SMS to a contact on your Contacts List:

  • From the menu tab, go to Contacts.
  • On the Contacts List that will appear, select the name of the contact you wish to send an SMS to.
  • On your contact's profile page, tap the SMS button. CINNOX will then create a new chat room that will later appear in the Recent section of your Utility tab.
  • On the chat room screen, type the message you want to send in the text input bar, then tap the Send icon.
  • On the pop-up window that will appear, make sure that the Recipient Number and Sender Address are correct. Tap their respective dropdown boxes to select the correct numbers for each.
  • Tap Send

 

Sending SMS to Recent Connections

To send an SMS to a visitor, customer, or fellow Staff member that you recently had an interaction with:

  • From the menu tab, go to Utility then select from your Recent section the contact you wish to send an SMS to.
  • On the chat room screen that will appear, tap the SMS icon beside the text input bar at the bottom of the screen to enable SMS.
  • Type the message you want to send in the text input bar, then tap the Send icon.
  • On the pop-up window that will appear, make sure that the Recipient Number and Sender Address are correct. Tap their respective dropdown boxes to select the correct numbers for each.
  • Tap Send.

 

SMS Log

For each message you send via SMS, CINNOX includes the following information:

  • Sender Number
  • Recipient Number
  • Number of SMS sent
SMS Log displayed with the text messageSMS Log displayed with the text message

SMS Log displayed with the text message

If there are any errors related to any of SMS Log details, a tooltip (ℹ) will appear next to them. Tapping the tooltip will provide additional information about the error(s).

 

SMS Quick Links

When composing SMS texts, you can add quick links, or text shortcuts to weblinks and phone numbers, so you don’t have to memorise them every time you send a message. These quick links resolve to their long-form values when their intended recipients read the SMS text.

Quick Link in an SMS textQuick Link in an SMS text

Quick Link in an SMS text

CINNOX currently supports the quick links that direct to the following:

  • A staff member’s personal Call Weblink
  • A staff member’s personal Chat Weblink
  • Tag Weblinks
  • Social Weblinks
  • Service Numbers
  • Personal Numbers

To access the quick links:

  • On the chat room screen, tap the (+) icon on the left side of the text input bar, then on the options that will appear, select either Weblinks or Numbers.
  • On the pop-up window that will appear, select the weblink or number you wish to add to your SMS text. The quick link will then appear in the text input field.
    • You may switch between weblinks or numbers by tapping their respective tabs on the top of the pop-up window.

 

Sending SMS to mainland China number (+86)

According to the regulation and requirements of the China carrier, to send SMS to a mainland China number (+86), you will need to register a template to the carrier. And the SMS content matches exactly the registered template will only be delivered.

If you still proceed to send SMS with the content but without a registered template yet or the actual content does not match 100% with the registered template (e.g. a variable field containing index filled with a string), it will be sent out, but void and it will incur a cost.

Please contact your account manager to learn more about the procedure and requirements for registering a carrier template.

 

Important

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In CINNOX, a single (1) SMS is limited to 160 chars for English text while 70 chars for the non-English text (universal code), E.g., Chinese and Japanese scripts.

If the SMS text is over the single SMS limit, it splits into smaller messages for transmission.

  • A. SMS with English chars > 160 splits into 153-char per sent.
    E.g., SMS with 161 chars - will be sent as 2 SMS, first with 153 chars and the second with 8 chars.

  • B. SMS with non-English chars > 70 splits into 67-char per sent.
    E.g., SMS with 71 chars - will be sent as 2 SMS, first with 67 chars and the second with 4 chars.

    • When an SMS is combined with English and non-English chars, 1 non-English char is regarded as non-English text.

 

Sending an SMS Campaign

Please refer to this Guide's Campaigns section to know more about sending an SMS Campaign to your target recipients.


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