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SMS numbers

Overview

In Ortto, users can add SMS numbers directly or through third-party providers. The SMS numbers page allows users to set up and manage the numbers from which their SMS messages will be sent.

NOTE:

  • SMS functionality can be added to any plan as an add-on feature.
  • There are no limits to the amount of numbers users can purchase per plan.

Accessing SMS numbers

To access the SMS numbers page, go to Settings > Channels > SMS > SMS numbers

Managing SMS numbers

The SMS numbers page allows users to:

NOTE: If setting up a number directly with Ortto, customers need to include it as an add-on to their plan first.

Purchasing SMS numbers through Ortto

If you plan to use Ortto's SMS functionality, you'll first need to purchase a number add-on. Below, we'll guide you through the process of purchasing and setting up SMS numbers directly within your Ortto account.

IMPORTANT: Ortto’s native phone number feature supports only long codes (standard 10-digit numbers), not short codes. If you wish to use a short code, you will need to purchase it directly from Twilio and connect your existing Twilio account to Ortto.

Learn more about connecting a Twilio account to Ortto.

Purchase a number

To add SMS functionality to your account, follow these steps:

  1. Navigate to your profile, then click Plan & Billing
  2. Select Update plan
  3. Click Select add-on
  4. Select SMS
  5. Choose the type of number you want to add, such as a US number for international sending, Philippines, or others.
    1. See the reasons here for which country should I buy a number for.
  6. After adding the number to your plan, you can then set up a number in your Ortto account.

Add a new number

To set up SMS messaging with Ortto, you need to configure at least one number by following these steps:

  1. Navigate to SMS numbers.
  2. Click on New number.
  3. Select which Region the number will be used in. See here for guidance on selecting suitable numbers for different countries.
  4. Select Generate numbers and select a number from the options provided.
  5. Review the Regulatory bundle section to understand the SMS messaging conditions permitted by your country’s number.
  6. You can Select or specify a business address if you have configured one through the Regulatory bundles page for your chosen country. This option will only appear based on the country selected for the number.
  7. Click Add number to confirm and add your chosen number. It will then appear on the SMS numbers page.

NOTE: If your chosen region or country requires a regulatory bundle to be set up (and this hasn't been done yet), you'll see a notification in this dialog indicating this requirement. You must set up the necessary regulatory bundle before adding a phone number from that country.

Example of a regulatory bundle not being set up.

Select View regulatory bundle to navigate to the regulatory bundles page. From there, you can start uploading the necessary documents to create your country's regulatory bundle.

TIP: If you do not like any of the numbers provided:

  • Click Generate numbers to regenerate new numbers for your chosen country, or
  • If you have already selected a number, click the Change link, and choose one of the new numbers provided within Select a number.

Supported country numbers

Ortto supports sending from the following when using custom integrations with Twilio, Tall Bob, or Kudosity:

  • 10DLC
  • Short codes
  • Alphanumeric sender IDs
  • Numbers provided by the integrated service, regardless of country

For phone numbers purchased through Ortto, the following table provides a list of the countries that are supported for phone number purchases as well as availability for Sender IDs. Please contact our support team for information regarding short code availaibilty.

Country

Long Codes

Sender IDs

Regulatory Bundle Required

Australia

Yes

Yes (Registration required)

Yes

Austria

Yes

Yes

Yes

Canada

Yes

No

No

Czech Republic

Yes

Yes (Registration required)

Yes

Denmark

Yes

Yes

No

Estonia

Yes

Yes

Yes

Finland

Yes

Yes

No

Hungary

Yes

No

Yes

Italy

Yes

Yes

Yes

Lithuania

Yes

Yes

Yes

Netherlands

Yes

Yes

No

Phillippines

Yes

Yes (Registration required)

No

Poland

Yes

Yes

Yes

Portugal

Yes

Yes

Yes

Sweden

Yes

Yes

No

United Kingdom

Yes

Yes

Yes

United States

Yes (Registration required)

No

No

Which country should I buy a number for?

Choosing the countries to purchase numbers for in Ortto depends on where the mobile numbers of your contacts are registered. These numbers are configured to send Ortto SMS messages and receive replies from your contacts through SMS and journey campaigns.

When sending or receiving an SMS message, Ortto automatically uses the configured number that matches the country code of the recipient's (contact's) mobile number. Learn more in the Setup section of Creating an SMS campaign to choose which number or sender ID to send from if you have multiple options.

Therefore, adhere to these guidelines when adding numbers:

  • Add a number from the country where most contacts in your Ortto account are located.
  • If you anticipate having a significant number of contacts from other countries, consider adding numbers for those countries as well. Keep in mind that you may need to specify a lower SMS credit requirement for these numbers.

CAUTION: If you want to send SMS to contacts across multiple countries, you'll need to connect numbers from each of those countries. This ensures your messages can reach recipients in various locations effectively.

For instance:

If you add an Australian (AU) number and attempt to send an SMS to a contact in the United States (US), the SMS will not be sent. Instead, the contact will receive an invalid activity indicating "no mobile number for country", signifying that the SMS cannot be processed due to the mismatched country codes between the sender's and recipient's numbers.

Example of an invalid activity where an SMS is not sent due to mismatched numbers.

NOTE:

  • To send SMS messages to multiple countries using a single number, you need to purchase a US number and enable the international SMS setting in the SMS limits and fallbacks setting.
  • This doesn’t apply to Tall Bob SMS customers, where international sending is supported natively inside Tall Bob, regardless of which Phone numbers you have listed.
Example of the International SMS setting.

TIP: The United Kingdom does not allow receiving SMS messages from international numbers.

Delete a number

To delete an SMS number:

  1. Navigate to SMS numbers.
  2. Find the Number you want to delete.
  3. Click on the Three dots (...) on the right-hand side.
  4. Select Delete.

Using a third-party provider

If you prefer to use a third-party provider like Twilio, Tall Bob, or Kudosity for SMS numbers, you'll need to connect one of these providers to your account. Below, we'll explain how to set up and manage SMS numbers from these providers in your Ortto account.

NOTE:

  • If you prefer to connect a different provider to Ortto, please request it here.
  • Before connecting a third-party provider, make sure to delete any Ortto numbers.

TIP: If you only need one or two numbers from a big list, we recommend importing all numbers as disabled or inactive. After importing, you can easily activate the specific numbers you want to use.

When choosing between third-party providers and Ortto, it's essential to weigh the unique benefits each platform provides.

Third-party benefits

  1. No Additional Charges: When using third-party numbers in Ortto for SMS campaigns, you will not incur charges such as SMS usage fees or phone number add-on costs. Billing for SMS usage is managed directly through the third-party.
  2. Configuration Consistency: Any SMS configuration settings you establish under Consent, opt-out and default responses and SMS limits and fallback will seamlessly apply to SMS campaigns sent using third-party numbers.
  3. Regulatory Bundles: Numbers imported from a third-party into Ortto do not require regulatory bundles, simplifying compliance management.

NOTE:

  • A single third-party account can be linked to multiple Ortto accounts.
  • Each Ortto account must have at least one unique phone number for seamless operation.
  • While a phone number can be shared across multiple Ortto accounts, only one account can receive SMS replies. Therefore, it is advisable to assign one phone number per Ortto account.
  • When using a Sender ID, you won't be able to receive replies in your Ortto account.

Connect a Twilio account

Connect your Twilio account to utilize Twilio numbers for SMS campaigns in Ortto.

Connecting Twilio

To import Twilio numbers into Ortto, follow these steps:

  1. Navigate to SMS numbers.
  2. Click on Advanced and select Connect Twilio account.
  3. On the Setup page, under Details, enter the following details from your Twilio console (found under Account info):
  • SID (Account SID)
  • Token (Auth Token)

4. Under Import numbers as, choose the state where you want to import numbers into Ortto.

5. Click Connect to complete the process.

Managing Twilio

  1. Activating or deactivating numbers: To set a number as Active or inactive, click the more icon next to the number and select the appropriate option.
    1. Syncing with Twilio: To update any changes made to your numbers in Twilio within Ortto, click on Sync with Twilio. Ortto syncs with Twilio daily to keep your SMS numbers up to date and ensure your callback URL remains valid.
  2. Disconnecting Twilio: Clicking Disconnect Twilio will remove all Twilio numbers from your Ortto account. You can then purchase numbers from Ortto if needed.

Learn more about Twilio.

Connect a Tall Bob account

Connect your Tall Bob account to utilize Tall Bob numbers for SMS campaigns in Ortto.

Connecting Tall Bob

To import Tall Bob numbers into Ortto, follow these steps:

  1. Navigate to SMS numbers.
  2. Click on Advanced and select Connect Tall Bob account.
  3. On the Setup page, under Details, enter the following information from your Tall Bob account (located under Settings > API Credentials):
  • API Username
  • API Key

4. Click Connect.

5. Once your Tall Bob account is connected, you’ll return to the SMS numbers page.

6. On the SMS numbers page, click New number:

  • Enter your Tall Bob number, including the country code (e.g., +61 412 345 678).

7. Click Submit to save the number.

8. Repeat to add additional numbers.

Managing Tall Bob

  1. Activating or deactivating numbers: To set a number as Active or inactive, click the more icon next to the number and select the appropriate option.
  2. Disconnecting Tall Bob: If you click Disconnect Tall Bob, it will remove all Tall Bob numbers from your Ortto account. You will then be able to purchase numbers from Ortto if required.

Learn more about Tall Bob.

Connect a Kudosity account

Connect your Kudosity account to utilize Kudosity numbers for SMS campaigns in Ortto.

Connecting Kudosity

To import Kudosity numbers into Ortto, follow these steps:

  1. Navigate to SMS numbers.
  2. Click on Advanced and select Connect Kudosity account.
  3. On the Setup page: At details, enter the following from your Kudosity account (found under Settings > API Settings):
  • API Key
  • API Secret.

4. Select the State in which you wish to import numbers to Ortto under import numbers as.

5. Click Connect to complete the setup.

Managing Kudosity

  1. Activating or deactivating numbers: To set a number as Active or inactive, click the more icon next to the number and select the appropriate option.
  2. Disconnecting Kudosity: If you click Disconnect Kudosity, it will remove all Kudosity SMS numbers from your Ortto account. You will then be able to purchase numbers from Ortto if required.

Learn more about Kudosity.