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Sending an SMS Campaign

SMS campaigns can achieve significantly higher open and engagement rates than email, making them perfect for time-sensitive communications. This guide walks you through creating and sending SMS campaigns in SendSquared.

Understanding SMS Campaigns​

SMS (text message) campaigns have several advantages:

  • 98% open rates, typically within minutes of receipt
  • Direct delivery to your contacts' most personal device
  • Brief, concise messaging that demands attention
  • Ideal for time-sensitive information and urgent updates

Starting a New SMS Campaign​

To begin creating a new SMS campaign:

  1. Navigate to Campaigns in the main menu
  2. Click the dropdown next to "New Campaign"
  3. Select New SMS Campaign

Selecting a Template or Creating a Message​

You have two options for your SMS campaign:

Using a Template​

  1. Select the Use Template option
  2. Browse available SMS templates
  3. Choose the template you want to use
  4. Click Next

Creating a Custom Message​

  1. Select the Create Custom option
  2. Enter your message in the text field
  3. Use the personalization tokens if needed (e.g., {first_name})
  4. Click Next

Setting Campaign Details​

Configure the core details of your campaign:

  1. Enter a Campaign Name (for internal reference only)

  2. Select your Sending Phone Number from the dropdown menu

    • This must be a validated number in your SendSquared account

  3. If applicable, customize the Opt-out Message

    • The default is typically "Reply STOP to unsubscribe"
    • This is required by regulations in most countries

  4. Click Next to continue

caution

SMS campaigns are subject to strict regulations. Ensure your message includes required opt-out instructions and that all recipients have explicitly opted in to receive SMS communications.

Selecting Recipients​

Determine who will receive your SMS campaign:

  1. Choose the Groups or Segments you want to target

    • Ensure selected contacts have valid mobile phone numbers
    • Verify that contacts have opted in to receive SMS communications

  2. Review the estimated number of recipients

  3. Click Next to proceed to scheduling

Scheduling Your Campaign​

Now you'll decide when to send your campaign:

  1. Select the Date and Time when you want your SMS campaign to be sent

  2. Choose your sending method:

    • Standard Send: Delivers your message to all recipients at the scheduled time
    • Staggered Send: Delivers messages in batches over a specified period to prevent overwhelming your team with responses

  3. If choosing Staggered Send, specify:

    • The duration over which to send (e.g., 2 hours)
    • The batch size (e.g., 50 messages per batch)

  4. Click Next to continue

When to Use Staggered Send​

Staggered Send is particularly useful when:

  • You expect recipients to respond or take action
  • You have limited staff to handle incoming responses
  • You want to spread out the load on your customer service team
  • You're sending to a very large audience

Reviewing and Confirming​

Before finalizing your campaign:

  1. Review all aspects of your SMS campaign:

    • Message content
    • Sending number
    • Recipient count
    • Scheduled send time
    • Estimated cost (based on message length and recipient count)

  2. Make any necessary adjustments by going back to previous steps

  3. Click Confirm and Send to schedule your campaign

Monitoring Campaign Status​

After scheduling your campaign:

  1. Navigate to Campaigns → All Campaigns
  2. Filter by "SMS" to see your text message campaigns
  3. The status will show as "Scheduled" with the planned send date and time

Tracking Responses​

One of the advantages of SMS campaigns is the ability to receive direct responses:

  1. Navigate to Inbox → SMS
  2. Responses to your campaign will appear here
  3. You can reply directly to individual responses
  4. Set up notifications to alert your team when responses come in

Best Practices for SMS Campaigns​

Message Content​

  • Keep messages under 160 characters when possible to avoid splitting
  • Be clear and concise—get to the point immediately
  • Include a clear call to action
  • Personalize when appropriate (e.g., include recipient's name)
  • Always identify your business—never send anonymous texts

Timing Considerations​

  • Send during appropriate hours (typically 8am-8pm in recipient's time zone)
  • Avoid early mornings, late evenings, and major holidays
  • Consider the urgency of your message when selecting send time
  • Leave adequate time between SMS campaigns to avoid message fatigue

Compliance Requirements​

  • Only send to contacts who have explicitly opted in to receive SMS
  • Always include opt-out instructions
  • Honor opt-out requests immediately
  • Maintain records of opt-ins and opt-outs
  • Be aware of frequency limitations in your jurisdiction

Response Management​

  • Have team members ready to respond to incoming messages
  • Create templated responses for common questions
  • Set expectations for response times
  • Use conversation history to provide personalized service

SMS Campaign Use Cases​

  • Appointment Reminders: Reduce no-shows with timely reminders
  • Flash Sales: Drive immediate action for limited-time offers
  • Event Updates: Send last-minute changes or important information
  • Delivery Notifications: Update customers on order status
  • Service Outage Alerts: Quickly notify affected customers
  • Reservation Confirmations: Provide peace of mind for guests
  • Payment Reminders: Reduce late payments with gentle nudges