{"id":2180,"date":"2019-08-21T15:02:04","date_gmt":"2019-08-21T13:02:04","guid":{"rendered":"https:\/\/www.smsapi.com\/blog\/?p=2180"},"modified":"2026-04-07T08:35:55","modified_gmt":"2026-04-07T06:35:55","slug":"customer-support-sms-communication-faq","status":"publish","type":"post","link":"https:\/\/www.smsapi.com\/blog\/customer-support-sms-communication-faq\/","title":{"rendered":"Customer Service \u2014 Frequently Asked Questions (FAQ)"},"content":{"rendered":"\n

What\u2019s the deal with sender names? How to receive replies from your customers? What\u2019s required to sign up to the SMS platform? We have collected all common, yet not so simple, questions and asked Sylwia Subotowicz (our head of Customer Service at SMSAPI.com) to answer them all! <\/strong><\/p>\n\n\n\n\n\n\n\n

1. What countries are in the range of SMSAPI services?<\/h2>\n\n\n\n

We send messages to all countries with the sole exception of North Korea.<\/p>\n\n\n\n

2. What is the maximum length of a sender name?<\/h2>\n\n\n\n

Unique sender name is limited to 11 alphanumeric characters. You can find the full list of rules in our Tech Support FAQ<\/a>.<\/p>\n\n\n\n

3. Can you extend the character limit of a sender name?<\/h2>\n\n\n\n

Unfortunately, it\u2019s limited by the technical capabilities of the GSM standard. 11 characters replace 9 digits of a number plus 2 digits of country code.<\/p>\n\n\n\n

4. Can I receive messages from my customers?<\/h2>\n\n\n\n

Yes! Two-way SMS communication is based on Virtual Mobile Numbers<\/a>. They are similar to regular local numbers and allow you to send and receive messages from customers. All replies are available in the Customer Portal and in your integration. <\/p>\n\n\n\n

Remember, this service is not available in every country. In case of further questions, please contact your consultant or e-mail us<\/a>. <\/p>\n\n\n\n

5. Are you using imported databases in any way?<\/h2>\n\n\n\n

No. Furthermore, we ensure the safety and privacy of the data essential for the platform functionality, all according to GDPR. Please refer to our Privacy Policy<\/a> in case of further questions.<\/p>\n\n\n\n

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6. Can a private person use the SMSAPI platform?<\/h2>\n\n\n\n

Because of\nthe nature of our services and GDPR, only companies, business owners,\ngovernmental and public institutions are allowed to use our platform.<\/p>\n\n\n\n

7. Do I have to run a business to use SMSAPI?<\/h2>\n\n\n\n

Yes, our\nservices are limited to business owners and their employees, that\u2019s why we\nrequire invoice details of your company or organization.<\/p>\n\n\n\n

8. What is the message limit?<\/h2>\n\n\n\n

You can\nsend up to 800 000 messages in a single campaign.<\/p>\n\n\n\n

9. Is it possible to use your services without a written agreement?<\/h2>\n\n\n\n

Of course, SMSAPI.com is a prepaid platform. You can pay with a credit card or a bank transfer. The minimal payment is \u20ac30. <\/p>\n\n\n\n

In cases exceeding 100 000 messages sent monthly, we offer a postpaid agreement. Feel free to send us an inquiry<\/a>. <\/p>\n\n\n\n

10. How can I build my contact database?<\/h2>\n\n\n\n

There are many ways. The easiest one is to use a free Newsletter SMS widget which is a form that you can paste on your company\u2019s website. You can also use a Virtual Mobile Number or a paper form at the checkout.<\/p>\n\n\n

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How to stay on the good side<\/h4>\n <\/div>\n
\n When collecting contacts to your database remember about GDPR compliance. Ask customers for permission to send marketing messages and inform them about data processing and processors.
\nRead more how to run SMS marketing compliant with GDPR<\/a>.\n <\/div>\n<\/div>\n\n\n\n

11. Is it possible to send messages to a landline number?<\/h2>\n\n\n\n

Due to an unstable offer of landline operators we no longer provide the service. The system automatically eliminates landline numbers from a contact database.<\/p>\n\n\n\n

12. Can I schedule an SMS campaign?<\/h2>\n\n\n\n

Affirmative! You can schedule a campaign on a desired date and time (up to 3 months in advance). The messages will be visible in the Customer Portal in the Scheduled messages section. <\/p>\n\n\n\n

13. What is the limit of special characters in an SMS?<\/h2>\n\n\n\n

According to the global GSM standard, including even a single special character decreases the limit from 160 to 70 characters. Read more about it in our Tech Support FAQ.<\/p>\n\n\n\n

14. How long do I have to use my funds?<\/h2>\n\n\n\n

The transferred funds are available infinitely. But take note that your account will be archived if you don’t take any actions for 12 months.<\/p>\n\n\n\n

15. Is it possible to reply to an SMS (with a sender name)?<\/h2>\n\n\n\n

A sender name is a string of alphanumeric characters. Due to a technical restriction, it\u2019s impossible to reply to the message. To do so, we suggest using a 2WAY SMS or Virtual Mobile Number.<\/p>\n\n\n\n

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Sender ID \u2013 How to Send Branded SMS Messages with the Company Name Instead of a Number?<\/a><\/blockquote>