- Configure sender and destination
- Prove delivery and replies
- Enforce consent and opt-out
01
Choose the message that deserves SMS
Use SMS where a short, timely message is useful and the customer has provided the required permission. Do not treat a phone number in a database as blanket consent for unrelated promotional sends.
- Name the customer purpose.
- Record the consent source and date.
- Define the expected reply or next action.
02
Configure sender identity and route
Choose the available sender type for the destination and complete any required registration. Sender rules, character handling, segment length and two-way support can differ by country and carrier.
03
Test delivery as the recipient sees it
Send to representative devices and carriers, confirm sender display, links, character rendering, segmentation and reply behavior. A provider acceptance event is not the same as handset delivery.
- 1
Send
Use a real message and representative destination.
- 2
Receive
Check sender, content and delivery timing on the handset.
- 3
Reply or opt out
Confirm the expected inbound and suppression behavior.
04
Make suppression immediate and visible
Honor supported opt-out requests promptly and keep suppression attached to the customer record. Agents and automations must share the same permission state.
- Do not import around a suppression list.
- Keep the reason and time of consent changes.
- Escalate ambiguous replies for review.
05
Measure customer outcome, not sent volume
Review delivery, failure, reply, conversion and opt-out together. A high send count with increasing suppression or support complaints is an operational warning.