SMS

Why are my SMS messages not being delivered to Sprint or T-Mobile customers? Sprint and T-Mobile are both known to block promotional SMS messages from being delivered to their customers’ phones. Th...

Can I collect SMS consent at checkout? SMS consent cannot be collected at checkout, at this time. Klaviyo is working on building a feature that will allow for this and will release documentation fo...

Can I send an SMS campaign? At this time, SMS is only available for use in flows. Campaigns are on our roadmap, however. You can stay up to date with our feature releases on our website. Take Me to...

Can I use an existing SMS number in Klaviyo? If you have already leased an SMS number from a third party, you can request to bring this number in Klaviyo. In order to do this, you will need to head...

What happens when a customer responds back to my SMS? As of right now, when a customer responds to one of your SMS messages, this response will register under the Sent SMS metric. This will show in...

How do I get access to SMS? SMS is currently in a limited availability roll-out but will be available for all Klaviyo accounts in early 2020. Please feel free to check out our SMS overview handbook...

Can I add images to my SMS messages? Images cannot currently be added to SMS messages through Klaviyo. The ability to add images to SMS is currently on our roadmap and will be released in the near ...

Why don't my successful deliveries and failed deliveries for my SMS message add up to 100%? The successful deliveries for SMS can take up to a few hours to render. If you’re seeing a discrepancy in...

What happens if a profile with SMS consent inputs a different phone number at checkout or in a form? If an identifiable email profile inputs a phone number different from the one they have listed f...

Is it possible for a single person to have separate SMS and email profiles? Yes, this is possible. If a person fills out a Subscribe via SMS form and is not cookied with their email at that time, t...

What happens when a phone number is collected that cannot be associated with an email? If a phone number is collected and there is no email associated with it, this will create a phone-number-only ...

How do SMS messages fit into flows with emails and non-SMS subscribers? You can use an SMS message anywhere in a flow that you would use an email action. You can have SMS and email messages both wi...

Does email consent equal SMS consent? SMS consent is collected separately from email consent. Having email consent on a profile is not enough to be able to send SMS messages to that profile. In ord...

Can I send SMS messages to all phone numbers in my account? The SMS channel is strictly regulated by the TCPA and CTIA. Only profiles who have specifically opted in to receive SMS and have an SMS c...

What happens when someone calls my SMS number? If you're using a long number to send SMS messages in your account and someone calls that number, they will receive an error that will differ dependin...