MyTime allows you to send marketing campaigns via SMS. SMS marketing is a powerful promotional tool, but overuse may lead clients to unsubscribe. Additional SMS charges apply for message overages, so it is recommended to use this feature thoughtfully.
Things to know:
- You are responsible for complying with all SMS marketing regulations, including the Telephone Consumer Protection Act (TCPA).
- By using this feature, you agree to release and indemnify MyTime from any claims, penalties, or damages arising from your use of SMS marketing.
- SMS Segments & Billing
- SMS billing is calculated per segment, not per message.
- Encoding Types
- GSM Encoding
- Up to 160 characters per segment
- Long messages split into 153-character segments
- UCS-2 Encoding
- Used when messages include emojis or special characters
- Up to 70 characters per segment
- Long messages split into 67-character segments
- Note: Even a single emoji forces UCS-2 encoding.
- Billing Rules
- Each segment is billed individually
- Each recipient receives their own copy of the message
- Total cost = segments × recipients × rate. Example: 2-segment message sent to 50 recipients = 100 billable segments
- Learn more about SMS Billing here
- No images allowed in SMS campaigns
- Messages must comply with carrier rules and regulations
- Delivery depends on opt-in status and recipient eligibility.
- Clients may appear twice if receiving both SMS and email
- Each delivery method is tracked separately
- Total recipient count is not duplicated
- In Marketing > Campaigns > Sent, campaign status is displayed using color codes:
- Orange: In progress
- Green: Successfully delivered
- Red: Completed with failures
- SMS campaign messages will appear in the client’s Communicator chat as light grey (ghost text).
Contents:
Configure Opt-In Automated Message
Sending an SMS Marketing Campaign
Opt-In & Opt-Out Requirements
- Clients must opt in before receiving SMS marketing messages.
- Opt-In Process
- When the "Client Marketing SMS Opt-In" template is enabled and a client is created with the Marketing SMS checkbox selected, the client receives a confirmation SMS.
- Clients must reply YES to confirm subscription
- Clients will not receive marketing campaigns until opt-in is completed
- Re-Opt-In Requirements
- The opt-in process must restart if:
- The client’s phone number is updated
- The Marketing SMS checkbox is changed
- The client previously unsubscribed
- When this occurs, the system automatically resends the opt-in message to the updated number.
- Re-send Request Behavior
- When “Resend Request” is selected on a client profile, the system will resend the opt-in message only if:
- Marketing SMS Opt-In is enabled for the company
- The client has Marketing SMS enabled
- The client has not already completed opt-in
- Opt-Out Behavior
- Clients can unsubscribe by replying STOP, UNSUBSCRIBE, or UNSTOP (carrier dependent).
- Once unsubscribed, the client will no longer receive SMS marketing messages.
Quiet Hours
- SMS campaigns can only be sent between 8:00 AM and 9:00 PM in the recipient’s local time zone.
- MyTime automatically enforces this restriction.
Campaign Content Requirements
SMS campaigns must include:
- Business/Program Name
- STOP instructions
- HELP instructions
- Message frequency
- Message and data rate disclaimer
- Terms & Privacy Policy link
- Prohibited content includes:
- Violence or illegal activity
- Adult content
- Profanity or hate speech
- Illegal or illicit drugs
Configure Opt-In Automated Message
- Navigate to Marketing > Automated Messages > Transactional
- Locate the "Client Marketing SMS Opt-In" template
- Hover over the template, then click “View
- Make any desired changes to the template, then click “Save.”
- After saving, hover over the template on the Automated Messages tab and click “Activate”
Sending an SMS Marketing Campaign
- Navigate to Marketing > Campaigns > Text Message
- Create or select a campaign template
- Configure delivery using Deliver By:
- Use if Available: The selected method will be used for delivery if available (e.g., the recipient has the required contact information and has not opted out).
- Never Use: The selected method will not be used under any circumstances, even if no other delivery options are available.
- Click Next: Select Recipients
- Review eligible recipients
- Click Send
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