SMS

SMS element indicates a point to communicate with a customer via SMS.

Developer assistance needed

To send SMS using Customer Journey Builder, first ask your developer team to associate customer phone numbers with UserId using the /registerDevice method. The phone number must be specified in the “hwid” parameter.

To send SMS to users within the journey, add the SMS element to the canvas next to any element. Choose a preset or enter the text of the SMS manually.

You can personalize SMS messages by inserting unique voucher codes from a predefined pool. This is especially useful for promotions, discounts, and loyalty offers.

To include a voucher in your SMS message:

1. Use an SMS preset that contains the placeholder {{voucher}}. This placeholder will be replaced with an individual code from the selected pool.
2. Toggle Use Vouchers to ON.
3. In the Voucher Pool field, select the pool containing your available voucher codes. Ensure the pool is created in advance.
4. (Optional) Use the Assign Tag field to apply a tag to users who receive a voucher. This tag can help with segmentation or tracking.

Important: The selected voucher pool must have enough codes to match the number of recipients. If the pool runs out, the message will not be sent.

Learn more about creating and managing voucher pools

Use Frequency capping to control how often users receive SMS messages, helping prevent message fatigue and opt-outs.

You can choose one of the following options:

• Use global frequency capping settings Apply the project-wide SMS limits set in your Global frequency capping settings. Example: If the global limit is 3 SMS messages in 9 days, any additional messages will be skipped.

• Ignore global frequency capping Send the SMS regardless of how many messages the user has already received. Use with caution to avoid over-messaging and compliance issues.

• Use custom frequency capping Set a custom SMS limit specifically for this message step. If the user has reached the limit, they will skip this message and move to the next step in the journey. Learn more

The Send rate setting controls how quickly messages are delivered to your audience. Adjusting the send rate helps you manage delivery speed, prevent backend overload, and improve overall deliverability.

Choose one of the following options:

• Use global send rate settings
  Applies the send rate limits configured in your project’s message delivery settings. If no limits are set, all messages will be sent immediately. Use this option when you want delivery speed to follow your project’s default rules. Learn more about global send rate limits

• Send messages without send rate
  Sends messages as fast as possible, ignoring any global send rate limits. Use with caution to avoid overloading your backend or creating delivery spikes.

• Use custom send rate
  Overrides the global send rate for this message only. Allows you to specify the number of messages sent per minute, giving you full control over delivery speed. Messages will be sent at the custom rate you define in the message element.

You can split the flow depending on whether the SMS is delivered and set the delivery waiting time.

If the journey involves users who may also receive push notifications and emails, enable the Send SMS notification across users devices with UserID option. This option ensures that the message is always sent to the correct channel.