SMS FAQs

Setting up Phone Numbers

Do I have to use a toll-free number to send SMS messages?
Yes. Omeda can only deploy messages from verified toll-free numbers

Does Omeda send international SMS?
No, Omeda will only send to Domestic (US) and Canada mobile phone numbers

Can I just pick any toll-free number and start sending?
No, Omeda will need to verify the use case prior to the start of sending

What information do I need to provide to get verified?
A business profile is required for use in verification. You’ll need to insert the Business Name, Address, EIN, Location, & Website. You can create multiple profiles to send messages from.

How long does it take to get verified so I can start sending?
In most cases the number will be verified between 7-10 business days

Can I send SMS messages from Odyssey?
Yes, the SMS element can be added to any voyage.

Consent

Do I have to have the recipient’s consent?
Yes, to send an SMS message to a recipient, that recipient must consent to receiving messages of that type to a specific phone number.

Opt-Ins/Opt-Outs

Do I need to have an opt-out mechanism in my SMS messages?

Yes, every message must include an easy and clear way for recipients to opt out of future messages, such as replying with “STOP.”

What does Omeda do with opt-outs?

Omeda will automatically filter out opt-outs when sending SMS, as well as filter non-opt ins when creating queries in Audience Builder. Upon upload, we will request confirmation of opt in for SMS sending.

How can I collect opt-ins?

There are three ways you can opt-in recipients: Audience Search, Data Loader & Form Builder. The verbiage you provide to gather opt-ins should be confirmed with your legal counsel.

Can I opt-in a user that has opted-out?

When a user opts out of receiving communications from a phone number that belongs to a Messaging Service, they are also opted out of all messages sent from that particular Messaging Service.

If you are to send messages to a recipient who has opted out this way, they must first text START or YES to your number to opt in again.

Is there a time restriction on when SMS messages can be sent?

In the United States, the Telephone Consumer Protection Act (TCPA) limits the times when SMS messages can be sent to recipients' local time zones. These ‘quiet hours’ are before 8am or after 9pm in in the recipient's time zone. Please note that some states have more restrictive rules, such as Florida, Maryland, Michigan, Washington, and Oklahoma, where SMS messages can only be sent between 8am and 8pm.

Error Messages

What does it mean if the message is marked ‘Undelivered’ or ‘Failed’?

This indicates that the message was not delivered. This can happen for several reasons, including carrier content filtering and the availability of the recipient’s phone. Omeda will check the logs for the message and error code for information to help resolve the issue.

What does a response indicating that the From/To pair violated delivery rules mean?

It means that you attempted to send an SMS to a recipient who has previously replied STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT to your number.

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