Using SMS

International calling codes

Accounts in all regions can send globally using our SMS functionality. You must use phone numbers that are prefixed by their international calling code (for example +44 for the UK).

Contents

Getting started
   » SMS sending credits
   » SMS from name
   » Blocked from names
   » Shared short code and keyword
   » Long number/virtual mobile number (VMN)
   » Allowing contacts to opt out (unsubscribe)
   » With a shared short code
   » With a long number
Allowing contacts to opt back in (re-subscribe)
   » With shared short code
   » With a long number
Creating SMS contacts and address books
   » Steps to create an SMS contact or contacts
   » Steps to create an SMS address book
Editing SMS contacts and address books
Uploading suppressed SMS contacts
Creating an SMS campaign
   » Personalising your SMS campaign
Link shortening and tracking
Steps to use link shortening and tracking
Sending an SMS campaign
Sending a test send of an SMS campaign
Using the outbox
Cancelling and modifying scheduled sends
   » Cancelling your scheduled SMS campaign
   » Modifying your scheduled SMS campaign
Copying an SMS campaign
Sending a single SMS message
SMS message length and Unicode
   » The length of an SMS message
   » Long SMS messages
   » Standard GSM character set
   » Extended GSM character set
   » Unicode (non-standard GSM)
   » Using Emoji in your SMS messages
   » Unicode alert
SMS reporting
   » Campaign sends
   » Single sends
Managing replies to your SMS campaigns
   » Viewing suppressed contacts
Changing SMS settings

Summary

You can make use of our SMS functionality to send SMS campaigns to contacts or send a single SMS to a contact.

You can add and store SMS contacts separately to any email contacts, meaning you only need a mobile number for them.

Additionally, if you wish to personalise your campaigns, you have the option to store further information against your contacts.

We also provide a reporting section, plus you can manage your replies and adjust your SMS settings. This enables you to add respondents to SMS and email address books, as well as send auto-responder campaigns.

SMS functionality is accessed by mousing over the area switcher menu (it says 'Email' upon logging in) in the top left corner and selecting SMS from the menu.

 SMS_select_SMS.png

Getting started

To begin with, you'll need to contact us to purchase:

You'll also need to create:

Optionally, you can also contact us to set up:

To purchase SMS sending credits or set up long/short codes and keywords, contact your dedicated account manager (if you know who it is), or fill out this request form, making sure that you specify 'Account Management' as the query type.

SMS sending credits

SMS sending credits are required before you can send any SMS campaigns or single messages.

When adding SMS to your account, you're initially given a trial with some free SMS credits to use for a limited time period, after which you'll need to contact us to buy SMS credits.

SMS from name

The SMS from name is your sending identity. If you choose an SMS from name which is a word - 'Mycompany', for example - then recipients will see your message arrive from that word (though this can depend on which country they're in).

However, recipients won't be able to directly reply to your company name as it’s a word rather than a phone number. If you'd like direct replies to work, then you'll need to contact us to provision a phone number to route replies through. Remember, if you’re sending marketing messages, most countries require you to allow recipients to opt out. If you’re planning to send marketing messages, you’ll generally need to provision a number to use for this purpose.

Your company's name will already be your default SMS from name. However, you can have more than one from name if you wish, and any newly created from name can be set as your new default.

If you have provisioned one or multiple phone numbers from us to route replies through, these will appear in your list of from names, and you can select any of these as your default from name, if you’d like to send from it. You cannot edit or delete these numbers.

Please note: To meet network requirements, SMS from names can be a minimum of 3 and a maximum of 11 mixed alphanumeric characters and numbers and cannot contain a space. SMS from names cannot be made completely of numbers

To create an SMS from name:

  1. Go to Campaigns > SMS from names
  2. Click New from name
  3. Enter a name and then click Add from name

New profiles are listed under 'SMS from names', where they can be edited and deleted.

SMS_SMS_profiles.png

Blocked from names

We have a small list of blocked from names that you can't use. If you try to use a from name that's blocked, you’ll get a warning notification. If you're having trouble adding your company name as your from name, please contact your account manager.

Shared short code and keyword

A short code is usually a five- or six-digit number that can send and receive SMS to and from mobile phones. There are two types of short codes: dedicated and shared.

Shared short codes are a more common and cost-effective option than having a dedicated short code, but you'll need a keyword to go along with your shared short code if you want to allow recipients to respond to you and opt in or out of your SMS campaigns or offers. The keyword is used to identify replies to your company to ensure you receive them and can reply if you wish.

For example, if your keyword was 'COMPANY', a contact could send 'COMPANY when does the sale end?' to the shared short code. You'd then see this in your 'Replies' section and could respond to it if you chose to. The keyword must always be the first word of a message as it identifies the SMS campaign that's being responded to on a shared short code.

Information

Each secondary account needs a separate keyword.

SMS_SMS_reply_to_keyword_example.png

Please note: Short code requirements and behaviour will vary depending upon the countries you're interested in dealing with.

Long number/virtual mobile number (VMN)

Alternatively, you may prefer or require a long number (a 10- to 15-digit number which is essentially a valid phone number) if you want recipients to be able to respond to you and opt in and out of your SMS campaigns or offers. Unlike short codes which are generally shared, a long number, which is also sometimes referred to as a virtual mobile number (VMN), is dedicated to you and therefore you won’t need a keyword to receive responses. However, a down side of a long number is that it is likely to come with sending restrictions, making it less suited to marketing communications than a short code.

Please note: Long number requirements and behaviour will vary depending upon the countries you're interested in dealing with.

You can still send SMS without a short code and keyword or long number. It just means you can't receive replies or opts outs (note that in most countries you're required to allow contacts to opt out of marketing SMS messages). You might want to do this in the case of a transactional SMS, for instance, which simply informs the contact of an order status and doesn't need a response.

Please note: It may take a few days to fully provision identities, short codes and keywords with mobile networks.

Allowing contacts to opt out (unsubscribe)

In most countries it's a requirement to allow contacts to opt out of marketing SMS messages.

With a shared short code

To opt out with a shared short code, contacts can reply or send a new SMS to your short code with the keyword, followed by a space, followed by a designated word, such as 'STOP'. For example, if your keyword was 'COMPANY', a contact would need to send 'COMPANY STOP' to opt out. While 'STOP' is the most common opt-out word, which we'd recommend using, there are also some other opt-out words that can be used after the keyword. The full list is:

  • CANCEL
  • END
  • QUIT
  • STOP
  • REMOVE
  • UNSUBSCRIBE

Contacts will only be opted out if the opt-out word follows directly after the space after the keyword, that is 'KEYWORD OPTOUTWORD'. For example, if the keyword is 'COMPANY', the contact would need to be instructed to reply with 'COMPANY STOP'. If any other characters are added before the opt-out word then the opt-out process won't work.

With a long number

Because a long number is dedicated to your company, you don't need a keyword to allow contacts to opt out. To opt out with a long number, contacts must send a new SMS to your long number with either the word 'STOP' or one of the other opt-out words above. The opt-out word must be the first word in the response from the contact in order to opt them out.

Allowing contacts to opt back in (re-subscribe)

With a shared short code

To opt back in with a shared short code, contacts can reply to an older message from you before the opted out or send a new SMS to your shared short code with the keyword, followed by a space, followed by either the word ‘START’ or 'UNSTOP’. For example, if your keyword is 'COMPANY', a contact would need to send 'COMPANY START' to opt back in.

With a long number

Since a long number is dedicated to your company, you don't need a keyword to allow contacts to opt back in. To opt back in, contacts can simply reply to an old message or send a new SMS to your long number with either the word ‘START’ or 'UNSTOP'.

Creating SMS contacts and address books

SMS contacts and address books are created separately from your email contacts and address books.

Steps to create an SMS contact or contacts

  1. Click on Contacts in the main navigation bar to go to the 'My contacts' page
  2. Click on Add SMS contacts icon next to 'All contacts'

    SMS_add_SMS_contact.png
  3. The 'Add SMS contacts' page will display. Click the Manually tab, if you wish to upload a number manually.

    SMS_tabs.jpg
  4. Add a phone number into the box provided using the international format, for example +44 7xxx xxxxxx. If you're adding multiple contacts, each number should be on a separate line.

    SMS_manually.jpgAlternatively, click Choose file to import contacts from a CSV or Excel file on your computer.

    SMS_file_upload.jpgFiles should be no larger than 10MB. Please ensure the source column containing the phone number is assigned to the destination column 'MobileNumber', whilst you can assign five further source columns to 'Field1' up to 'Field5' which will enable you to personalise the SMS campaigns you send. You'll probably want to keep the information in any additional fields as short as possible, due to character limits.
All imported numbers are treated as international, which means you must include the international country code and remove the leading 0 from the local number. You can prefix the international country code with 00 and + or you can leave them out. For example, the UK’s country code is 44, so for the mobile number 07700900000, you could import the number as +447700900000, 447700900000 or 00447700900000.
Whether manually entering a contact or contacts, or importing via a file, click the relevant Upload button

Your SMS contacts will be imported and you can confirm this afterwards by checking the number of contacts in the 'All contacts' SMS address book.

SMS_SMS_all_contacts.png

Once you've created other SMS address books, they'll be listed here too.

Steps to create an SMS address book

  1. Click on Contacts in the main navigation bar to go to the 'My contacts' page
  2. Click on Add new
    SMS_add_new_SMS_address_book.png
  3. The 'Edit SMS address book' page will display

    SMS_create_SMS_address_book.pngEnter a name for the address book; you also have the option of providing a description for it.
  4. Click Save

This will take you automatically to the 'Add SMS contacts' page. Follow the same steps as given in Steps to create an SMS contact or contacts to add contacts to your newly created SMS address book.

Editing SMS contacts and address books

To edit an SMS contact, click on an address book and then click Edit alongside the required contact.
SMS_edit_SMS_contacts.png

This will take you through to the 'Edit SMS contact' page. Here you can edit the contact's phone number should you need to, as well as add up to five fields of information to the contact for SMS personalisation.
It's a good idea to ensure the information added here is as short as possible, due to character limits.

SMS_edit_SMS_contact.png

Once happy, click Save.

To edit an SMS address book, click Edit alongside the required address book.

SMS_edit_SMS_address_book.png

This will take you through to the 'Edit SMS address book' page where you can alter the name of the address book and the description.

Once happy, click Save.

Uploading suppressed SMS contacts

Steps to upload a list of suppressed contacts

  1. Click on Contacts in the main navigation bar to go to the 'Suppressed contacts' page
  2. Click on the New contact suppression icon
  3. The 'New contact suppression' page will appear
  4. Add a phone number you wish to suppress into the box provided using the international format, for example +44 7xxx xxxxxx. If you're adding multiple suppressed contacts, each number should be on a separate line. Alternatively, click Choose file to import suppressed contacts from a CSV or Excel file on your computer. Files should be no larger than 10MB. Please ensure the source column containing the phone numbers you wish to suppress are assigned to the destination column 'MobileNumber'.
  5. All imported suppressed numbers are treated as international, which means you must include the international country code and remove the leading 0 from the local number. You can prefix the international country code with 00 and +, or leave these out. For example, the UK’s country code is 44, so for the mobile number 07700900000, you could import the number as +447700900000, 447700900000 or 00447700900000.
  6. Whether manually entering a suppressed contact or contacts, or importing via a file, click the relevant Upload button
  7. Your suppressed SMS contacts will be imported and you can confirm this afterwards by checking in the 'Viewing suppressed contacts' page

These contacts will be removed from every address book that they're in, including the 'All contacts' address book and you will no longer be able to send them SMS messages.

Information

While an SMS user can resubscribe themselves by texting 'START' or 'UNSTOP', you cannot resubscribe them.

Steps to suppressing a contact in an address book from your account

  1. Go to the SMS area, then click Contacts
  2. Click on an address book
  3. Select the contacts that you want to unsubscribe from the address book
  4. In the 'More actions' dropdown, click Suppress from account

These contacts will be removed from every address book that they're in, including the 'All contacts' address book and you will no longer be able to send them SMS messages.

Creating an SMS campaign

To create an SMS campaign:

  1. Click on Campaigns in the main navigation bar to go to the 'My campaigns' page
  2. Click on New campaign
  3. Give the SMS campaign a name and click Save

    SMS_give_campaign_name.jpg
  4. Enter the content of the message in the SMS campaign editor.

    SMS_campaign_builder.jpgA single SMS message can be a maximum of 160 characters, or 70 characters if you're using a non-Latin alphabet/character set. You can exceed this amount, meaning your message will flow into a second SMS, as indicated by the counter at the foot of the message. 

    Personalising your SMS campaign

    You can add personalisation by clicking on the personalisation icon to the right of the message box icon and selecting any one of the five fields. For instance, clicking Field 1 will add @FIELD1@ to your message and the value held against your contact for this field will be added to your message when it's sent. Please note that there's a 128 character limit for a personalisation field.
  5. Click Save when you're happy.

Important

If you're adding personalisation that causes a message to exceed 160 characters (or 70 characters when using a non-Latin alphabet/character set), then the message will run into a second SMS message.

Please be aware - each extra SMS message equals another SMS credit deducted from your balance.

Link shortening and tracking

To ensure you use as few characters as possible and can track engagement with your SMS campaigns, you can turn on link shortening and tracking.

Steps to use link shortening and tracking

  1. Create and name a new SMS campaign
  2. Drop in the link you want to shorten. Please ensure this link begins with either https:// or http://. Links that don't begin with a protocol will not be shortened or tracked.
  3. Click the Turn on link shortening prompt that appears or click on the link shortening icon on the right-hand side of the SMS editor

    SMS_link_shortening.jpg
  4. Click Shorten, and either select for ‘This and all future campaigns’ or ‘This campaign only'. If you click on ‘This and all future campaigns’, link shortening and tracking will remain on until you open the side bar again and turn it off.
  5. Once you’ve made your selection, click Save

Please note that shortened links always use 22 characters, and we'll update the character count in the editor so you know how many SMS messages you'll need. Shortened links are tracked, so you'll be able to see what contacts engaged with your content in reporting.

Although every contact will receive slightly different shortened links to allow for tracking, you can get an idea of what your message will look like by previewing your campaign.

Sending an SMS campaign

To send a campaign:

  1. Click on the Save & continue button on the top right-hand side of the page
  2. Tick Select all to send to all of your SMS contacts, or tick the specific address book or books that you wish to send to

    SMS_dashboard.jpgThe 'Send campaign' page will display.

    SMS_send_campaign.jpg
  3. Choose whether to send the SMS campaign immediately or schedule it using the date and time picker
  4. Click Continue
  5. You're taken to the 'Send' page, where the total amount of contacts that you're about to send to will be confirmed. Here you’ll also see:
    • the ‘From name’ that will appear for those who receive the campaign
    • your number of available sending credits (which needs to exceed how many credits this send will use)
    • whether or not your message includes Unicode characters
    • the address books you’re sending to
    • the send time
    • the number of recipients
    • the estimated credits you’ll use for this send (this is an estimate only and doesn't account for longer messages due to personalisation)
  6. Click Send campaign

    SMS_confirm_send_2.jpg 

Sending a test send of an SMS campaign

The test send function is initiated by clicking the Test send button, which is available in various places within the application. One of them is in the page where you compose and edit your SMS campaigns. It can also be accessed in the 'Test send' column in the 'Unsent' and 'Sent' sections on the SMS dashboard.

To do a test send, click on the button. The 'Test send' side panel slides in. To add a new mobile number to your 'Test' address book, click New test address, add in the phone number in international format, and then click Create. Please note that you can't add suppressed contacts to your test address book. If you see the 'Errors found' message when trying to add a new address, this is likely to be the reason why. Click Select test number to choose contacts to send to (hold Ctrl to select multiple addresses). You can also search for them by their phone number. Once you've made your selections, click Test send to confirm the send.

Using the outbox

The SMS outbox is where sent campaigns sit whilst they're being sent, or if they've been scheduled for sending. Once all the sends are processed, the campaign moves to the 'Sent' area. If you're only sending a small campaign, it's doubtful as to whether you'll see your campaign on this screen as it will be processed too quickly.

Up until the time of send, you can cancel campaigns in the outbox, which will send them back to the 'Unsent' section, if they’ve never been sent before, where you can edit and rescheduled or send them. If they’ve been sent before, they’ll return to the 'Sent' area. The outbox has a column where you can see what date and time the campaign is scheduled to be sent; it also has a summary icon. If you click on the Summary icon, you’ll get more information about the send including the ‘From name’ you’re sending from, whether or not the message contains Unicode, the address books you’re sending to, the number of recipients and the estimated credits for the send.

Cancelling and modifying scheduled sends

You can cancel or modify a scheduled SMS send up until the time of send.

Cancelling your scheduled SMS campaign

To cancel an SMS campaign, go to the 'Outbox' area and click on the Cancel send icon that'll be next to the message you’d like to cancel, then select ‘Cancel send’ in the side bar.

Modifying your scheduled SMS campaign

To modify your SMS campaign, click the Cancel send icon and select 'Cancel send'. If the message has never been sent before, it will return to the 'Unset' section, where you can edit and reschedule it. If it has been sent before, it’ll return to the 'Sent' section. To modify this message, copy it. The copy will appear in the 'Unsent' section where you can make any edits you need before rescheduling.

Copying an SMS campaign

Any sent or unsent SMS campaigns you've created can be copied, allowing you to easily edit an existing campaign without having to start all over again from scratch. To do so:

  1. Navigate to the SMS 'My campaigns' section
  2. Select either the 'Sent' or 'Unsent' tab, as appropriate
  3. Find the campaign you wish to copy, and click on the Copy icon
  4. Give the copied campaign a new name. Once complete, click Save.

Sending a single SMS message

To send a single SMS message to a single contact (and this contact doesn't need to already exist in an address book):

  1. Go to Contacts > Send single message

    SMS_send_single_SMS_message.png
  2. The 'Send single message' page firstly confirms how many SMS send credits you have remaining

    SMS_send_single_message.pngEnter the intended recipient's number and the message you wish to send to them. Again, if you exceed 160 characters (or 70 characters if you're using a non-Latin alphabet/character set), then your message will flow into a second SMS, as indicated by the counter at the foot of the message.
  3. Once happy, click Send.

The message is sent immediately. A page will confirm the message has been sent, along with the amount of send credits you have remaining.

The contact that you've sent to will also be added to your 'All contacts' SMS address book if they didn't already exist before.

You can also send a single SMS message via our API, using the Send SMS message operation in REST and the SendSingleSmsMessage method in SOAP.

SMS message length and Unicode

The length of an SMS message

SMS messages are constructed in sections, referred to as segments. Message sends are costed and charged per segment. In most geographical locations around the world, a single SMS segment represents a maximum of 160 standard GSM characters. Spaces between words are also counted as characters. When typing your message, be aware that the longer it gets, the more it will cost.

Long SMS messages

SMS messages containing more than 160 standard GSM characters are referred to as long messages. Smartphone handsets can combine or stitch multiple SMS segments into a single message. This is referred to as a concatenated message.

When segments are stitched together, seven characters are sacrificed per segment to facilitate concatenation. Therefore, the maximum character count for long messages are:

  • 2 message segments: 153+153=306 standard GSM characters
  • 3 message segments: 153+153+153=459 standard GSM characters
  • 4 message segments: 153+153+153+153=612 standard GSM characters

Standard GSM character set

The standard GSM set contains most widely used characters in everyday language: all Latin characters (A-Z), digits (0-9), plus a few special characters such as Ö and è. For each standard GSM character typed into a message, a single character space is consumed from the SMS segment.

Extended GSM character set

In addition to standard GSM characters, certain characters from the extended GSM character set, such as € and { symbols can be used in SMS messages. The 160 segment count remains, however these characters will use additional space (x2 spaces per character).

Unicode (non-standard GSM)

Non-standard GSM characters are referred to as Unicode characters. Unicode provides a set of additional characters, including punctuation marks, mathematical symbols, technical symbols, arrows, and characters making up non-Latin alphabets such as Thai, Chinese, or Arabic script and Emojis.

While Unicode is supported in SMS messaging, be aware that its usage will affect your message length.

Introducing a single Unicode character in your message content changes the character encoding to Unicode (UCS-2) and will immediately reduce the segment character limit from 160 to 70 characters for a single message.

When messages are stitched together with Unicode characters included, three characters are sacrificed per segment. Therefore:

  • 2 message segments with Unicode: 67+67=134 characters
  • 3 message segments with Unicode: 67+67+67=201 characters
  • 4 message segments with Unicode: 67+67+67+67=268 characters

Using Emoji in your SMS messages

Emoji use is supported in SMS messaging. All Emojis are treated as Unicode characters, reducing message segments to 70 characters. Older 16-bit Emojis will count as a single character count and newer 32-bit emojis count as two characters in a message.

Unicode alert

When you include Unicode in your SMS message, you’ll get an alert to let you know there's Unicode in the message. If you meant to include Unicode, you can just ignore it, but if you didn’t, you can click on the ‘Find out more’ link. This will open a side panel which will show you what characters are Unicode. If you included Unicode by accident, such as copying and pasting an apostrophe from MS Word, you can easily delete this in the editor and replace it and the Unicode alert will disappear. You may wish to keep some Unicode–such as emojis–in your message, but remember, they may affect the length and cost of your message.

SMS reporting

Reporting is collected for your SMS campaigns and single sends in the Reporting section. 

SMS_SMS_reporting.png

Campaign sends

On the 'My reports' page, your sent campaigns are listed, along with details on who last modified them, how many have been sent, how many have been delivered, how many total and unique link clicks (if applicable), and the date and time the campaign was last sent.

If you had link shortening and tracking turned on for your campaign, you’ll also be able to see the total amount of clicks and unique clicks for each link.

SMS_my_reports_2.png

Click on the campaign name to go into the campaign's report.

SMS_campaign_report.jpg

There are five tabs into which contacts are divided and listed, depending upon the SMS report status received for them:

  • Delivered: This indicates that your message has been successfully sent and delivered to your contacts.
  • Pending: This indicates that, whilst your message has been sent and is with the contact's network, it hasn't yet been possible to deliver it to your contact's mobile phone yet (for instance, their phone may be switched off). It may take time to deliver the message.
  • Soft bounces: This indicates that the time period allowed for message delivery expired, and as a result, the message wasn't delivered. A network will allow for a certain amount of time when attempting to deliver a message to a contact's phone and, whilst this will differ between networks, it will usually be somewhere between two to three days. This can happen when a phone is out of range and remains out of range, or if it is switched off for this period.
  • Hard bounces: This indicates that your message has failed to deliver. There are a number of reasons why this might happen; the number isn't correct (for example, a digit could be out of place)  or mobile networks have reported this number is no longer live. Other reasons to bear in mind are that some smartphones only allow delivery of messages from known numbers, whilst older devices can have an inbox storage limit which might be at capacity. These reasons aren't explicitly provided in reporting. Any number that hard bounces will be added automatically to your suppressed list, to ensure you don’t send to these invalid numbers in the future.
  • Deleted: This indicates numbers that have been deleted by a network.

    SMS_delivery_details_tabs.jpg

This is real-time reporting. You can keep refreshing the report, or come back to it later, and see the statuses change as your SMS campaign continues to get delivered. You'll be able to do this for a few days, after which time networks will expire undelivered messages.

Single sends

If you send a message using the 'Send single message' page, or via the API, or via a program node, then this report lists your single sends.

It provides details on the number it was sent to, the country, the date and time it was sent, and the starting content of the message.

You can click on Preview to see the full message content.

SMS_single_send_campaign.jpg

Managing replies to your SMS campaigns

Your SMS campaign is likely to require your contacts to reply with a word or piece of information which opts them in or out of further communications.

You can access these by clicking on Replies.

All replies are listed on the 'My replies' page, displaying the contact's mobile number, the keyword they used to reply with (if applicable), the date the reply was received and the message received.

SMS_my_replies.jpg

To export an Excel file of your replies, click on Export to the left and then click on Export all.

Viewing suppressed contacts

When a contact replies to opt out of your communications, they get added to your suppressed contacts list and they won't be sent any more SMS. You can access this by going to Contacts > Suppressed contacts.

Please note - any phone numbers in this list also won't get sent to via the SMS program messaging channel.

SMS_suppressed_contacts.jpg

To export an Excel file of your suppressed contacts, click on Export to the left and then click on Export all.

No resubscribe option

You can't resubscribe a contact to SMS once they've opted out. However, a contact can text 'START' or 'UNSTOP' to resubscribe themselves. Please bear this in mind if, for instance, you're testing SMS with your own phone number.

Changing SMS settings

In the main email application, you can edit the routing relating to a keyword and short code number. Access these settings by clicking the person-and-cog icon positioned in the bottom left corner of the page, selecting Account from the settings menu and then clicking on the SMS settings tab. By editing these settings you can:

  • add any respondents directly into an SMS address book
  • add any email addresses provided in a response to an email address book
  • select an auto-responder SMS campaign to be sent immediately after receiving a response

To set these up, click on Edit alongside the keyword and short code number you want to do this for.

SMS_SMS_settings.png

On the 'Editing route' page, there are three dropdowns that allow you to select the SMS address book to add respondents to, the email address book to add email address responses to, and the auto-responder campaign to send (which you'll need to have created already).

SMS_SMS_settings_editing_route.png

Once happy, click Save.

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