Product FAQs

Frequently Asked Questions

  1. 1. Can I simply purchase mobile keywords without upgrading or changing my plan?
  2. 2. Do I still get charged for failed messages?
  3. 3. How can I add someone back to a distribution list after they have replied with “STOP”?
  4. 4. What is a country code? Is this the area code?
  5. 5. How can I obtain names and emails using the mobile keyword feature?
  6. 6. How can I change or modify my keyword?
  7. 7. Can I get all the phone numbers that have opted out?
  8. 8. Why is my message flagged for review?
  9. 9. Can I have the same mobile number in multiple distribution lists?
  10. 10. Can I send messages from my phone, and how do I set that up?
  11. 11. Why are two messages sent out when my customer texts the keyword, and can I remove “Reply STOP to cancel”?
  12. 12. I already have a list of numbers, how do I upload them to my account?
  13. 13. How does the shorten URL feature work? Do I have to have a link?
  14. 14. When am I charged text credits?
  15. 15. Can I edit the welcome message that customers receive when opting-in to a keyword?
  16. 16. What happens if my customers are unable to receive a MMS?
  17. 17. How large of a file can my video or picture be when sending an MMS?
  18. 18. How come when I copy and paste a message from a Word document into the message box the system tells me that there are invalid characters present?
  19. 19. What is a Smartblast?
  1. 1.

    Can I simply purchase mobile keywords without upgrading or changing my plan? At this moment, we do not offer stand-alone keyword purchases. One would need to upgrade to a different plan that has a higher keyword limit. To upgrade your plan call 1-800-331-0500. top

  2. 2.

    Do I still get charged for failed messages? You will only be charged for failed messages under the following scenarios: If the message failed because the phone number was imported and the number did not go through the Landline Filter first or if the number is invalid. If the failed message is a result of an error on our system, you will not be charged and the message credits will be reimbursed automatically. You can see this by clicking the corresponding “Report” button under the “Recent Messages” tab found in “Send Messages”. You can also look at “View Text Message Credit History” under “Manage Account” to see credit deductions and refunds. top

  3. 3.

    How can I add someone back to a distribution list after they have replied with “STOP”? Once a client replies with the STOP command, they cannot be added back to any distribution list manually. The only way to place the number back in a distribution list is to have the client opt-in again via a Mobile Keyword. top

  4. 4.

    What is a country code? Is this the area code? The country code is the number that goes before the area code. For example, the U.S. country code is 1, whereas the country code for the United Kingdom is 44. top

  5. 5.

    How can I obtain names and emails using the mobile keyword feature? The mobile keyword feature does not inherently have a method to collect additional contact information such as names or emails. There are two possible alternative methods to collect contact information using the mobile keyword:

    i. Send a message requesting the subscriber to reply back with their name, email and/or AIM, etc. These messages will be sent to your inbox at the top right corner of your screen. Please keep in mind that there is a 2-3 hour window in which the subscriber can respond to your initial message. Outside of this window, the subscriber will receive an error message.

    ii. Request the subscriber to send a message directly to the keyword. Simply tell your subscribers to message the keyword followed by the message to your short code. For example, if your keyword was “PizzaDealsLA” your subscribers would send the following to your short code: “PizzaDealsLA Here is my email ABC@email.com” The message “Here is my email ABC@email.com” would show up in your inbox. There is no time limit to this option, and the client can do this anytime.

    The messages that arrive in your inbox can be exported to an Excel sheet by using the “Export Messages” feature. This can be found in your Inbox. top

  6. 6.

    How can I change or modify my keyword? You can modify the contents and settings of an existing Keyword, but you cannot modify the keyword itself once it has been created. On the other hand, it is possible to delete the keyword and create another one in place of it with the desired phrase for your new keyword. top

  7. 7.

    Can I get all the phone numbers that have opted out? All phone numbers that execute the STOP command are automatically and permanently removed from the database. There is no way to retrieve these numbers and they cannot be manually added back into your distribution lists unless the subscriber re-opts in via mobile keyword. top

  8. 8.

    Why is my message flagged for review? Whenever you send out a message to a large amount of contacts at a time, the message will automatically be placed for review. This safeguard is put in place to ensure that all mass messages are not unsolicited spam messages. This is done to protect the integrity of our short code, and to ensure that the messages sent out are free of spam. The review process should take no more than twenty minutes to process. You will be notified via an email and/or a text message when your message is approved or denied. top

  9. 9.

    Can I have the same mobile number in multiple distribution lists? Yes, it is possible to have the same mobile number in multiple distribution lists. When sending a message to multiple distribution list, the message will only send once. top

  10. 10.

    Can I send messages from my phone, and how do I set that up? Yes, this feature is available. Simply click on “Send Messages” from the main navigation bar.On the top right corner, you will see the following line: “To send messages from your mobile phone, click here.” Then simply follow the prompts on how to send messages via your mobile phone. Alternatively, if you are already logged into the Toolkit, please click here and follow the prompts. top

  11. 11.

    Why are two messages sent out when my customer texts the keyword, and can I remove “Reply STOP to cancel”? The first message sent out is a Welcome message. This message is required and cannot be changed. The second message is the custom auto responder sent from the Keyword you have created. Lastly, the “Reply STOP to cancel” cannot be edited or removed. top

  12. 12.

    I already have a list of numbers, how do I upload them to my account? If you have an existing list of contacts, you can use our “Import Contacts” feature to easily add large amounts of contacts to our system. Before you are given access to this tool, you must print out and sign an “Import Contract”. Once submitted and approved, simply follow the onscreen prompts to prepare and submit your list in the correct format (CSV). top

  13. 13.

    How does the shorten URL feature work? Do I have to have a link? The shorten URL feature is very useful tool if you would like to send a link via SMS, but the link is either too long or takes up too many characters for you to write a message with the link. To use the tool, paste the long URL into the space and click the “Shorten URL” button. Your link will be converted to a bit.ly link. To use the shortened url, simply click “Copy” and paste the shortened link into the body of the message. When a subscriber clicks the shortened URL, it will send them to the original URL you provided. top

  14. 14.

    When am I charged text credits? Text credits are charged for all outbound messages, inbound messages for premium features, and text message notifications. There are different rates depending on what kind of message is sent. For example, SMS messages cost 1 credit, MMS messages cost 3 credits, and incoming mobile votes cost 0.5 credits. Additionally, voice broadcasts cost 3 credits a minute per message per person. To see a breakdown of the costs, please refer to the Messaging Toolkit Product Brief. top

  15. 15.

    Can I edit the Welcome message that customers receive when opting-in to a keyword? There are two messages that are sent when someone opts into a keyword. The first message is the system generated auto message that cannot be edited. The second message is the custom auto response that can be customized when creating or editing your keyword. top

  16. 16.

    What happens if my customers are unable to receive a MMS? In order to receive a MMS message, the subscriber must have a handset that can support MMS messages as well as a data plan from their wireless carrier. The system does not differentiate between a phone that can or cannot receive MMS messages. You are still charged text credits if a MMS message is sent to a mobile phone that does not have a data plan because the system sent the message to the carrier as requested. top

  17. 17.

    How large of a file can my video or picture be when sending an MMS? The maximum size for pictures is 1MB and the maximum for videos is 3 MB. The following are the compatible formats: JPEG, JPG, MOV, MP4 and 3GP. top

  18. 18.

    How come when I copy and paste a message from a Word document into the message box the system tells me that there are invalid characters present? When copying and pasting messages from a Word document into a message box, there are hidden encrypted characters. The best method to avoid encrypted characters is to type up the message by hand in the message box. top

  19. 19.

    What is a Smartblast? A Smartblast helps ensure that your message is heard. Your message will first be sent as an IM. The message will prompt for a reply from the screen name. If there is no response, the message will then be sent as a text message and an email. top