SMS

Why is the failed delivery reason showing as "unknown" for my SMS message? Wireless carriers sometimes filter SMS messages; however, they will not always report when or why this occurs so that spam...

Can I confirm if an MMS sent by a long number is delivered? For MMS sent using long codes, carriers often do not share delivery confirmations. This means that the actual deliveries may be...

Why is an SMS campaign showing multiple estimated messages, but the preview only shows one? The message count is based on the number of characters in a message. However, multiple messages will appe...

If I have multiple sending numbers, will my subscribers get text messages from different numbers? Once someone receives a text message from you, they will always receive messages from the same numb...

Where are the leftover funds held for an SMS campaign? When the actual cost of an SMS campaign is less than the estimated cost, the leftover funds that were placed on hold will be added back to you...

When should I use SMS vs. email? Use a text message when you want to make sure a message is seen quickly; for instance, when the content is time-sensitive or extremely important. The message should...

Can I quick add a phone number only profile? Unfortunately, quick-add is not currently supported for phone number only Profiles. This is on our roadmap, however. In the meantime, to add an SMS only...

If I don't have a link in my SMS, will revenue be attributed to the SMS? If you do not put a link in your SMS message, then we will not have a way to attribute any placed order metric to the campai...

Why don't I see any open rates for my SMS campaigns? Open rates are not a metric that Klaviyo tracks for SMS messages, so that section is left blank by default. We do not track open rates for SMS, ...

Does smart sending on an email take SMS messages into account, and vice versa? Smart sending for emails will only take the received email metric into account, and smart sending for SMS messages wil...

Why don’t I see the option to Determine Recipients at Send Time for my SMS Campaign? SMS Campaigns do not support the option to Determine Recipients at Send Time. This is mainly because we want to ...

Can I use Smart Send time for SMS Campaigns? Smart Send Time is not currently available for SMS Campaigns. This feature is on our roadmap, however! Take Me to SMS Articles →     What is the Klaviyo...

Can I use emojis in my SMS messages? To use emojis in SMS messages, just click on the emoji icon, when configuring your SMS content (this will look like a smiley face at the bottom of your message)...

Is A/B testing available for SMS? A/B testing is not currently possible with SMS messages in Klaviyo. This feature is on our roadmap, however! Take Me to SMS Articles →     What is the Klaviyo FAQ?

Can I choose my SMS sending number? Unfortunately, at this time, the only way to choose your own sending number would be to purchase a sending number from a third party, like Twilio, and port it in...

I deleted my free long code. Why am I being charged for a new one? Klaviyo only allows for one free long-code per account. When you delete your long code, this will not generate another free long c...

What countries is SMS currently available in? At this time, Klaviyo SMS is only available in the US. Klaviyo will be continually releasing SMS in new countries in the upcoming years. Take Me to SMS...

Can SMS messages contain coupons? Yes, SMS messages can contain static and unique coupons. Take Me to SMS Articles →     What is the Klaviyo FAQ?

How do I acquire SMS consent through email? Here are the steps you should follow: Create a new email campaign Open the email template editor Add a text block with content “Text JOIN to <sending_nu...

Why are my SMS messages not being delivered to Sprint or T-Mobile customers? The delivery of messages to Sprint and T-Mobile phone numbers is inconsistent. This is not a Klaviyo-specific issue, and...

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 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...

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...