Frequently asked questions regarding SMS marketing campaigns.
 

If I select the All Owners recipient group, does that include owners with deactivated pets?

Only owner accounts with at least one active pet will receive SMS Campaigns.
 

How many marketing campaigns can I create at a time? 

It is recommended that you only have one active (unsent) campaign created at a time.
 

What link does the {action_URL} variable generate automatically?

The {action_URL} variable provides a direct link to the Owner's Communication Settings on the customer portal where they can choose top unsubscribe from communications from the facility.

Why can't I modify my recipient list of over 1,000 recipients?

Marketing Campaigns with 1,000 recipients or more cannot have their recipient list modified after they have been added to the campaign.

Can my customers respond to my SMS marketing campaign?

Customers can respond to SMS campaigns if the location is subscribed to the 2-Way SMS integration. For more information see our article on SMS.

• If a facility does not have 2 way SMS the customer will receive this auto-response "You responded to an automated text message and the business will not receive your response. Please contact the business directly to communicate with them about your pets and reservations."

How many characters are considered one segment?

One segment equals 160 characters. If the length of your message exceeds 160 characters, you will be charged for multiple segments.

• Marketing Campaigns are limited to 320 characters after variables are pre-filled. If you are not using variables, then you may enter up to 320 characters. If you are using variables and they will pre-fill with characters that exceed 320 characters total, you will receive an error upon scheduling to send. Shorten your message to accommodate for these variables.
   

Can I select which phone number my business sends SMS from?

Gingr will send SMS to your customers from a custom, toll-free number. This phone number for your SMS can be found under Left-hand Navigation: Admin » System SMS. 

• If you need a new toll-free number, or recently opened a new business, you may read more about how to select this number in our article here: Verify Your Twilio Phone Number (How-To)

How can I manage which users can send SMS to my customers?

You must configure your permissions to allow users in your app to send SMS:

• Navigate to Left-hand Navigation Menu: Reports & More » Groups.
   
• For users to send Marketing SMS, the "Can SMS Customers" user permission must be turned on for the user group they are in.
  
  
   
• If you have 2-way SMS enabled, for users to receive in-app notifications for incoming text messages, the user must have the "Notification: Incoming SMS" user permission turned on. This permission is located on the Groups > Notifications tab.
  
  
   

Where can I view all SMS communications with a specific customer on their profile?

You can use the Owner's Communications tab to review all SMS communications with a select customer. Navigate to the Owner's profile, click the Communications tab, and optionally filter or sort the results to find what you need. For more information, please see our Owner Communications Tab.

Related Resources

• SMS Marketing Campaign Settings (Reference)
• SMS Marketing Campaigns (Topic Outline)
• Send an SMS Marketing Campaign (How-To)