Suggested Search: Admin Guide, User Guide, Release Notes
Suggested Search: Admin Guide, User Guide, Release Notes

FAQ

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16. What level of access does Screen Magic have within the customers’ Salesforce org?

Screen Magic personnel do not have access to our customers’ Salesforce org. Our customer support agents may need temporary access to a customer’s org for troubleshooting or setting up the SMS-Magic platform. Our support agent will only access a customer’s Salesforce org after receiving explicit consent from the customer via email. Customers are recommended to give limited profile access which is only needed for setup and troubleshooting purposes. The SMS-Magic platform has API access to our customers’ Salesforce org, which is used programmatically for updating SMS transaction data in the customer’s Salesforce org and retrieving SMS aggregate data for quality checks. This API access is granted using OAuth by a particular user of the customer’s org. The SMS-Magic platform will have the same access level as the OAuth user but the platform only accesses SMS-Magic objects. It’s recommended that customers only grant limited access to SMS-Magic users.

17. When you delete a person record (Contact / Lead / Person Accounts) from your database, are all the associated records/objects deleted?

Yes. When a person record is deleted from the Screen Magic database, all the associated records are automatically deleted. However, additional steps may need to be taken in order to delete the personal data from other fields, like calendar events, tasks.

18. Is your server/data centre located in EU?

Yes, Screen Magic has a data centre in Europe hosted with Amazon AWS in Dublin, Ireland. If you are an existing EU customer of Screen-Magic, you can place a request to move your data from our US data centre to our Europe data centre.

19. What is your data retention/deletion policy?

Screen Magic has defined policy for data retention as well as deletion. Customer data is retained for the period of 6 months after which it is archived.

To delete data, customer has to send a data deletion request to security@screen-magic.com. Once proper authentication of the request is completed, the data will be completely erased from the Screen Magic server.

20. How do you manage customer consent for sending text messages?

For SFDC, we have an opt-out and opt-in mechanism you can use.

If you are using our portal to send SMS, you can use the subscription feature to manage customer consent.

You can get in touch with our customer support team at https://www.sms-magic.com/support/.

23. Can I configure a separate consent for Service and Marketing messages?

a. Yes, you can configure a Separate Consent for Service & Marketing Messages using the Content-Type functionality of Consent Management.

b. Consent Management offers features to map Templates to Consent Types, which enables you to categorize consent based on different content types.

22. Can I message recipients who have opted out from one sender ID through another Sender ID?

a. If you have chosen Sender ID as an attribute while setting up consent management, each consent is mapped to a specific Sender ID. If the ‘Opt-Out’ request is received, it will be for that specific Sender ID. You can still send messages using another Sender ID.

b. If you receive a blanket ‘Opt-Out’, you will not be able to send messages using any Sender ID.

24. We get consent through our website. Is it sufficient for sending SMS?

It would be sufficient if you are taking explicit consent to send messages via SMS on the Website.

25. Do I need Double Opt-in for sending messages through a shortcode?

Double opt-in is not mandatory but recommended as a best practice. As far as you are taking initial consent to text & have provision to Opt them Out if they want to, Double Opt in is not needed.

26. I’m in the U.S. and messaging recipients here, do I need to care about GDPR?

a. Yes,

b. Setup a flow to cater to both TCPA and GDPR compliances. SMS-Magic offers both and it is easy for us to handle it.

27. Does SMS-Magic cover TCPA and GDPR compliant messaging?

SMS-Magic Provides you Compliance Framework that you configure to be TCPA & GDPR Complaint.

28. I want to prevent messages going out to known plaintiffs and DND’s. Do you offer that?

No, At this moment we do not have this feature. You need to have a clean database to avoid sending to DND & Plaintiffs.

29. Can I take consent on the phone?

Yes you can take Consent on Phone. TCPA / GDPR & Other Compliance Policies require you to maintain a log of how you have taken the consent. As far as you are storing evidence in the form of call task / recording / MOM of call etc, consent on phone can be taken. It is however recommended that you seek consent using Opt In Text so that you have proper logs in your System in the form of incoming messages or Consent Records.

30. I already have consent for sending messages, how do I migrate those into SMS-Magic?

For Version 1.59 & above, Consents are stored as Salesforce Records (Consent Object). You can mass import consent using Dataloader / Workbench. For Versions before 1.59, Consents are marked as Checkbox on associated object record. For example, Opt In field on Lead Object. You can mass update Opt in / Opt out field to mark consent.

31. If I receive an incoming SMS from a recipient, how do I know that the recipient has opted in?

You can find out if the recipients have opted in if they have replied with “subscribe”, “Opt-IN” etc. in your previous messages.

32. In what situations do I need Double Opt-In?

We would need double opt-in if the customer has filled in the webform and has given consent for receiving messages. It is recommended that we ask for optin in text as well.

33. What if I already have consent and I don’t need the Compliance framework?

It is always customers call for compliance but as the best practice, we recommend to use the Compliance framework.

34. Are you HIPPA compliant?

Yes, SMS Magic is a HIPPA compliant.

35. How to get started with GDPR, TCPA, CASL and other compliance and avoid unnecessary fines?

SMS Magic is a HIPPA compliant. We can setup the configurations with respect to either the semder ID or the mobile number wise or with both the configurations in salesforce. You can write down to care@screen-magic.com to know more.

36. What is 10DLC?

10 Digit Long Code (10DLC) is the new standard for Application-to-Person (A2P) text messaging utilizing a traditional 10 digit phone number. Although similar to the existing long code, 10DLC is a reliable messaging channel with throughput levels suitable for SMS campaigns which is sanctioned by the mobile operators for A2P messaging.

37. What are the Benefits of 10DLC?

10DLC numbers give businesses the best of both worlds: mass text messaging support, with lower overhead costs. This is what you can expect from 10DLC.

Higher SMS message volumes. 10DLC numbers are capable of supporting SMS message volumes that are somewhere between the limits of shortcodes and toll-free long codes.

Currently, 10DLC messaging can send messages at a rate of 5 to 15 messages per second, and that number may go up in the future. So, a 10DLC number is much more capable for A2P text messaging than a local long code.

Lower costs. 10DLC numbers have lower monthly costs than dedicated shortcodes and cost about the same as a local long code phone number. So, businesses that can’t afford a short code number or don’t send enough messages to justify paying for a shortcode have a cost-efficient alternative.

Additionally, businesses will be able to convert their existing landlines to 10DLC numbers. This means businesses can send more messages from their existing phone number, and won’t have to pay for an additional number to get 10DLC capabilities.

Better Deliverability. Because 10DLC numbers are sanctioned by the term vendors, messages sent on these numbers are more likely going to reach the recipient than with regular local long codes.

38. Is 10DLC required?

All businesses that send A2P messages on a 10DLC phone number are required by U.S. mobile carriers to register their brand with a chosen third-party partner. … If a business decides not to register their brand and continues using their 10DLC phone number, they will eventually experience disruption of service.

Please note: There is a separate charge for 10DLC.

How to choose the usecase

Also, there would be a one-time charge of $4 for the Brand Name and a $10 monthly fee per campaign (per Use case) these charges are from the providers and not from SMS Magic.

2. Which character is considered as Unicode?

Using the characters from the following list of ASCII characters are treated as GSM (i.e. Normal):

  • a-z
  • A-Z
  • 0-9
  • ~!@#$%^&*()-_=+][?<>,’.”:/\{}

Any other characters is treated as a Unicode (e.g. £). Therefore, if your message contains even a single unicode character then the message is treated as a unicode message and charged accordingly.

3. Can I use the same Sender ID across the globe?

The use of the same Sender ID might vary, based on compliance and regulations of the country where the messages are being sent. We provide global UK virtual numbers for you to use in sending your messages.

4. Can we reschedule a pre-scheduled SMS using SMS-Magic?

Yes, you can reschedule a pre-scheduled SMS. Just open the SMS details and change the time and date. Then click Schedule.

5. How do I get to know whether the number to which I am sending the message is a mobile number or a landline number?

Number lookup service can be used to validate numbers. Currently, we don’t have native integrations on Salesforce but the same can be enabled on request.

6. What are the different scenarios when my message would fail to/not be delivered? What are the delivery failure issues that could happen?

Following are the different scenario when the delivery of your messages would fail:

  • Number is Invalid and Not Specified in Correct Format – To avoid delivery failures we recommend keeping mobile numbers in the international format. For instance, within the UK the numbers you start with a 0 when calling or SMS (i.e. 01509 813888). However, for an international call or SMS to the UK you need to add the prefix (44) and remove the leading 0 (i.e. +44 1509 813888).
  • Carrier Spam Filters – Most carriers prefer to use regulations to control the flow of spam. In developing markets, however, technology is used to filter out unwanted texts and velocity. These filters, however, are not perfect and can lead to filtering out legitimate SMS traffic, as well. Some filters even send back a fake handset delivery confirmation. You think your message is delivered, but it is not. Furthermore, filter technology is in constant evolution, and associated algorithms change constantly. Keeping a track of which carriers filter and how, is a complex task.
  • Invalid Sender-ID – Frequently seen when trying to use non-authorized Sender ID in North America, where a long virtual number or short code is required.

7. What does “Rejected” Delivery status mean?

When the message delivery status is displayed as “Rejected”, it means that the messages are not delivered by the carriers due to Number Blockage or Velocity Block of Numbers. Most carriers prefer to use regulations to control the flow of spam. In developing markets, however, technology is used to filter out unwanted texts and velocity. These filters will send back a “Rejected” status if the message is undelivered due to Spam Filtering.

8. My Sender-ID is blocked by the carrier, how can I overcome this?

Carriers might block your sender ID temporarily or permanently.

  • Permanent block – You cannot use the Sender-ID as it is blocked permanently. You need to use a new number to send messages.
  • Temporary block – Your Sender-ID is restricted from sending messages for a few hours for not complying with the telecom regulations of a country. Once the block is lifted you can send messages again.

9. Can we bring in our own vendors?

If the vendor fulfils our on-boarding criteria then we can integrate it with our application. Presently, we can integrate with all major vendors.

10. Can I send SMS messages to DND activated numbers?

Depending on the country’s telecom compliance and regulations certain type of messages can be sent to DND activated numbers. For example, in India, you can send transactional messages to DND numbers but not promotional messages. To send transactional messages, you need to use a registered template and Sender ID.

11. What is your delivery rate for my country?

Our SLA promises a 90%+ delivery rate. If your delivery rate is below this, you can switch your carrier, for a higher delivery rate.

12. How much time does it usually take to deliver an SMS?

Messages are mostly delivered instantly.

13. Can I send special characters in my SMS messages?

Yes, you can send special characters in your messages, for example, Emojis, Non-English characters. This constitutes a Unicode message. Every 70 Unicode characters is equivalent to 1 SMS credit.

14. Is there a limit on how many SMS messages I can send with your application?

There is no limit on the number of texts you can send with SMS-Magic. However, you need to be careful while sending SMS messages in bulk on long codes. Carriers can block your Sender ID in case you cross a threshold limit, which is more than 10 messages a minute.

15. How many SMS messages can I send with a long code in the U.S.?

In the U.S., most carriers support 10 messages a minute. To send messages at a higher speed, we recommend you use multiple numbers instead of using a single number or leverage Short Code for the U.S.

16. How will you notify us when we get an incoming text?

We can notify you over email or SMS whenever you receive an incoming SMS in Salesforce. While setting up an alert on an incoming SMS, you can also specify to whom you want to send a notification. For example, if you send a text to one of your Lead records then you can define whether you would like to notify the owner of the Lead record or last sender of outgoing message.

17. When someone calls on my incoming number, what happens to those calls?

You have two choices:

  • Bring Your Own Number (USA) – Register the number with carriers, to use it as a Sender ID.
  • Missed Call on Special Number – The carrier provides a special number where a customer gives a missed call. This number only receives missed calls. You can then send required details via SMS to customers, in response to their missed call.

18. What is a shared long code?

A long code that you share with another company is a shared long code. Both of you will be receiving incoming messages on the same number. We will differentiate responses based on keywords and send you the responses that have come for you.

Important Announcement!

URGENT! Please register the 10-digit business phone number (e.g. 555-555-5555) that your organization uses to send texts to consumers in the U.S. Failure to register may cause heavy penalties and disruption to all your text messaging communications.

More Information and Register Here