SMS Autoresponders and / or Broadcast only send (Txt HELP 4 help; STOP 2 quit)
Possible Problem: Smart Punctuation
- Some word processing applications, like Word Perfect and Pages, take the standard straight punctuation like quotes and apostrophes produced by your keyboard and turn them into "smart" punctuation.
- Smart punctuation is curved toward the word it's involved in; it's prettier, it's typographically correct, and SMS can't handle it.
Smart punctuation: “ ” ’
Standard punctuation: " " '
- So when you type your SMS message in a word processor, the punctuation is converted to smart punctuation.
- When you copy and paste the message into Instant Customer, the smart punctuation causes the SMS message to fail, leaving only "(Txt HELP 4 help; STOP 2 quit)".
Smart Punctuation Solution:
- If you've already got your message in Instant Customer, delete the punctuation from the message, then type the punctuation directly into the IC browser window.
- The most common cause of failed SMS is apostrophes, followed by quotation marks, but it could be any punctuation: Dashes, slashes, tildes, brackets, you name it. If your message isn't going out, replace them all.
Smart Punctuation Prevention:
- Type your messages directly into the browser window. Browsers don't use smart punctuation, so your messages will be fine.
- Type your messages in a piece of software that doesn't use smart punctuation, like TextEdit on Mac and Notepad on Windows.
- Turn off smart punctuation before writing your messages.
Possible Problem: Special Characters
- The contents of the SMS are translatable. You can find the SMS autoresponders in your campaign under the Autoresponders tab.
- However, it's important to know due to variances in SMS operating systems, native language settings, carriers; encoding the received message may not appear as originally sent.
- For example: some characters like ø, ~ and æ will blank the text of the SMS, leaving only the STOP/HELP message.
Special Character Prevention:
- Follow these tips to avoid inter-carrier SMS issues:
- If the person who receives your SMS says that it doesn't appear correctly, try sending a simple SMS like "Test" to verify that you can send and receive standard text.
- Try to limit use of non-ASCII characters and symbols. These can include:
- Characters in some languages, including Russian, Greek, Chinese, Japanese, and Arabic.
- Letters with accents (å, é, ö, and so on).
- Non-ASCII symbols ( ● ¢ ¼ ).