How to Set Up SMS Steps in a Campaign

SMS steps let you send text messages to recipients as part of a ContactOut campaign. You can include SMS alongside email and manual tasks to create a multichannel sequence.

Before You Start

Before configuring an SMS step, make sure you have:

• Created a campaign.
• Added recipients to the campaign, or are ready to add them before launching.
• Checked your calling credits. SMS activity requires calling credits.
• Checked the recipients' phone numbers. The recipient's phone number must have the same country code as the sender's phone number for the SMS to be sent.

Important: Every campaign must contain at least one email step before it can be started. You can include SMS steps in the same campaign, but an SMS-only campaign cannot be started.

How to Add an SMS Step

1. Open Campaigns and select the campaign you want to edit.
2. Go to the Overview tab to view your campaign sequence.
3. Select Add step.
4. Choose Send SMS.
5. Configure the follow-up timing, sender phone number, and message.
6. Select Add step to save the SMS step.
7. Review the step's position in the campaign sequence.

Configure the SMS Step

When you choose Send SMS, an editor opens on the right side of the campaign Overview. Use the following fields to configure the message.

1. Set the follow-up timing

At the top of the editor, you'll see two timing fields:

• Follow up: Select the delay before the step runs, such as 1 day.
• if no reply at: Select the time shown in the editor, such as 02:00PM.

Choose the values that suit your intended sequence and follow-up schedule.

2. Select the sender phone number

Under From phone number, select the phone number that will send the SMS.

Important: SMS can only be sent to phone numbers with the same country code as the sender. Check the sender number and recipient phone numbers before launching the campaign.

3. Write your SMS message

Enter your message in the Message field.

• The message can contain up to 300 characters.
• The character counter below the message field shows your current count, such as 0/300.
• Keep the message clear and concise so the recipient can quickly understand its purpose.

You can use Insert placeholder below the message field to add available personalization fields.

Before saving, review the message for spelling, clarity, and correct personalization.

4. Add the SMS step

Once you've configured the timing, selected the sender phone number, and written your message, select Add step at the bottom of the editor.

The SMS step will then appear in your campaign sequence on the Overview tab.

Review the SMS Step Before Launching

Before starting your campaign, check that:

• The follow-up delay and if no reply at time are set as intended.
• The correct From phone number is selected.
• The message is within the 300-character limit.
• Any placeholders are appropriate for the intended recipients.
• Recipient phone numbers have the same country code as the sender's number.
• You have checked your available calling credits.
• The campaign contains at least one Send email step.

Review your campaign's other settings, including its sending schedule, before launching.

Monitor SMS Step Progress

After the campaign starts, you can review the SMS step's completed and skipped counts within the campaign.

These counts help you track the step's progress. Unlike email steps, SMS steps do not display the same set of open rate, reply rate, click-through rate, and delivered count metrics.

Frequently Asked Questions

Can I start a campaign that only contains SMS steps?

No. A campaign must contain at least one Send email step before it can be started.

How many characters can an SMS contain?

The SMS message field allows up to 300 characters. The counter below the field helps you track the length of your message.

Can I send an SMS to any country?

The SMS editor indicates that the recipient's phone number must have the same country code as the sender's phone number. Check the numbers before launching your campaign.

Can I personalize an SMS?

Yes. Select Insert placeholder below the message field to add available personalization fields.

Do SMS steps require credits?

Yes. SMS activity requires calling credits.

Where can I check SMS step progress?

Open the campaign's Overview and review the SMS step's completed and skipped counts.

Summary

To set up an SMS step, open your campaign's Overview, select Add step, and choose Send SMS. Set the follow-up timing, select the sender phone number, and write a message of up to 300 characters. Use Insert placeholder if you want to personalize the message, then select Add step to save it.

Before launching, verify that the sender and recipient phone numbers have matching country codes, check your calling credits, and ensure the campaign includes at least one email step.