SMS limits and fallback
Overview
The SMS limits and fallback page in Ortto allows users to set restrictions on when SMS messages are sent from their SMS and journey campaigns. It also helps users monitor the maximum SMS message send rates for countries associated with the phone numbers configured in their Ortto account.
Accessing SMS limits and fallback
To access the SMS limits and fallback page, go to Settings > Channels > SMS > SMS limits and fallback
Managing SMS limits and fallback
The SMS limits and fallback page allows users to:
Saving changes
After making any changes to these settings, remember to click Save at the bottom of the page to apply your updates.
SMS limits
In Ortto, the SMS limits section allows you to control when SMS messages are sent. This includes:
- Managing how often customers receive Ortto-generated SMS messages.
- Specifying the dates and times when Ortto-generated SMS messages triggered from journeys are sent.
TIP: These limits are designed to prevent over-messaging recipients, which can reduce the likelihood of them unsubscribing.
To set these restrictions, follow these steps:
- Frequency limits: Prevent sending more than one SMS every X hours. Check this box and specify the time interval (X hours).
NOTE: Ortto will send SMS messages to each person only once within this timeframe, with exceptions based on Campaign type or messages of transactional nature:
- Campaign SMS: If a second SMS is attempted within this period, it will not be sent.
- Journey SMS: Additional SMS will be delayed until the set period expires.
- Transactional SMS: Sent immediately, regardless of timing.
- Date-specific limits: Specify when Ortto-generated SMS messages triggered from journeys are sent.
- Check the box to prevent sending SMS messages within Journeys on specific dates.
- Click Add a date, then select a date using the calendar popup.
- You can add multiple dates by clicking Add another date.
- To remove a date: Click the adjacent bin icon next to the date.
NOTE: Ortto will refrain from sending SMS messages via journeys on these dates, except in cases of specific Campaign types or messages of transactional nature:
- Campaign SMS: No impact, SMS are sent as scheduled.
- Journey SMS: If scheduled on restricted dates, SMS will be post-poned to 12:00 AM the following day.
- Transactional SMS: Sent immediately, regardless of date restrictions.
- Waking hour restrictions
Ortto sends SMS messages only during waking hours, which are from 8am to 9pm based on the contact's geo-location, this location can be found on the contacts profile.
Exceptions include responding to recipient-initiated messages like START, HELP, or STOP, as well as sending transactional messages.
NOTE: If a contact's phone number's country code doesn't match their last seen location, we'll send the SMS based on their phone number's country code.
Example:
- Phone number country code: AU
- Last seen country: US
Ortto will send the SMS based on their country code being in AU within waking hours.
Learn more about a person's timezone in Ortto.
SMS throughput by country
The SMS throughput by country section shows the maximum rates for sending SMS messages to numbers in your Ortto account from different countries. As you add more numbers from a specific country to your Ortto account, our system automatically balances the SMS send rates evenly across all those numbers.
NOTE: This section is visible once you have configured at least one number in your Ortto account.
Fallback country code
The Fallback country code section lets you set the country code Ortto uses when sending SMS messages to contacts whose phone numbers lack a country prefix. Choose the country where most contacts in your customer data platform (CDP) are located.
International SMS
If you have a US number, you can send messages to recipients in most countries using that US number as the sender, instead of needing a local number for each country.
NOTE: The United Kingdom does not allow receiving SMS messages from international numbers.