Sending and replying to SMS
SMS is the highest-engagement channel in Intellivizz CRM - typical open rates are 90%+ within 5 minutes. Use it for time-sensitive messages: reminders, confirmations, urgent updates, missed-call follow-ups.
Sending an SMS
Open a contact OR open the Conversations module
Click the SMS tab in the message composer
Type your message
Insert merge tags by typing
Insert images for MMS by clicking the attachment icon (US numbers support MMS; some countries SMS-only)
Click Send — or schedule by clicking the clock icon
SMS character limits
160 characters per segment for plain text
70 characters per segment if your message contains emoji or non-ASCII characters
Each segment bills as one outbound SMS at $0.08
MMS (with image) bills at the same rate per segment but fits more text
WARNING — A2P 10DLC required for SMS
Before sending SMS to US numbers at any scale, your business must be registered under A2P 10DLC. Without registration, carriers progressively block your messages. See the Phone System & A2P 10DLC guide for the full registration process.
Compliance must-haves for marketing SMS
Identify your business in the first message (e.g., "From [Business Name]")
Include opt-out language (e.g., "Reply STOP to unsubscribe")
Send only during the contact's local business hours (TCPA prohibits 9 PM–8 AM local time)
Honor opt-outs immediately - Intellivizz CRM auto-handles this when the customer replies STOP
Common SMS use cases
| Use case | Best practice | Example |
|---|---|---|
| Appointment reminder | 24h + 1h before, with reschedule link | Hi {{ first_name }}, reminder of your appointment tomorrow at 2pm. Reply C to confirm or R to reschedule. |
| Missed call text-back | Auto-fire within 60 seconds of missed call | Hi! Just missed your call. Can I help you book? Reply here. |
| Lead nurture | 3-touch sequence over 7 days, conversational tone | Hey {{ first_name }}, did you have any other questions about pricing? |
| Birthday offer | Send AM, give 7-day window to redeem | Happy birthday {{ first_name }}! Here's 20% off this week. |
