Best Practices for Customizing SMS Messages on Our Platform

Understanding SMS character limits

A single SMS message can contain up to 160 characters if it uses standard characters (letters, numbers, and basic symbols). However, if your message includes special characters like emojis or non-Latin scripts (e.g., Chinese or Arabic), the limit drops to 70 characters because these require a different type of encoding.

What happens with longer messages? 

Modern phones and networks can handle longer messages by breaking them into smaller parts called "segments." These segments are sent individually and then combined seamlessly when the message is received.

For example, your customers will see a single, long message on their phones—not multiple shorter ones. However, in the background, the message is split into segments for transmission. 

If your message is longer than 160 characters, it will be split into 153-character segments to allow space for extra data used to re-assemble the message. For example, a 161-character message would be split into:

• The first segment with 153 characters.
• The second segment with the remaining 8 characters.

If you use special characters (like emojis), your message will use a different encoding system, called UCS-2 and can only contain up to 70 characters in a single segment. 

Customizing your SMS messages

Customizing SMS messages is a great way to connect with your customers in a personalized and professional manner. However, based on the constraints explained above, it’s important to follow certain best practices to ensure your messages are effective, compliant, and user-friendly. Here are our top recommendations:

1. Keep It Short and Clear

SMS messages have a character limit of 160 characters when using standard characters (letters, numbers, and basic symbols). If you exceed this limit, your message may be split into multiple parts. To avoid this:

• Be concise and get straight to the point.
• Use simple, clear language.
• Avoid unnecessary words or jargon.
• Avoid using special characters like emojis or non-Latin scripts (e.g., Chinese or Arabic), as these reduce the limit to 70 characters due to a different encoding system.

2. Use Dynamic Tags for Personalization

Personalization improves engagement, and our platform provides dynamic tags you can use to tailor messages for individual customers. These tags allow you to include specific details like the customer’s name, subscription status, or due dates directly in your SMS. 

• Select from the predefined tags available in the platform to ensure accuracy.
• Place tags strategically to maintain clarity and relevance.
• Avoid overloading the message with too many personalized elements to keep it concise.

3. Test Before Finalizing

Always review your SMS before saving it for use:

• Check for typos and grammatical errors.

• Ensure dynamic tags are correctly placed and reflect the intended data.

• Verify the message fits within the character limit and maintains clarity.

Additional Notes

Compliance elements, such as the option to unsubscribe, are already included in the SMS template provided by our platform. No further action is needed to add these. These characters are also included in the length limit when sending an SMS.