SMS Automations – Sending Automated Text Messages

Deliver instant text message alerts and notifications automatically based on form submissions #

SMS automations send text messages automatically when your forms are submitted. With 98% open rates and messages typically read within 3 minutes, SMS is the fastest way to communicate critical information. Whether you’re sending appointment confirmations, urgent alerts to your team, verification codes, or order updates, SMS automations ensure instant delivery to mobile phones worldwide.

Key Benefits:

• Instant Delivery: Messages arrive within seconds
• 98% Open Rate: Highest engagement of any channel
• Universal Reach: Works on any mobile phone worldwide
• Mobile-First: Perfect for on-the-go recipients
• Attention-Grabbing: Cuts through email clutter
• Action-Oriented: High click-through and response rates

Setting Up SMS Automations #

Creating an SMS automation requires several configuration steps:

Step 1: Access Automations Panel #

1. Open your form in the Form Builder
2. Click the Settings tab in the right panel
3. Scroll to the Automations section
4. Click Add Automation button
5. Enter a descriptive name (e.g., “Urgent Support SMS Alert”)

Step 2: Configure Trigger #

Choose when SMS should be sent:

• On Form Submit: Send SMS immediately for every submission
• On Specific Answer: Send only when specific answer is given (great for urgency levels)
• On Form Completion: Send after complete form processing

For detailed trigger configuration, see the “Setting Up Automation Triggers” article.

Step 3: Select “Send SMS” Action #

1. In the Action dropdown, select Send SMS
2. Additional SMS configuration options will appear
3. This is where you’ll configure all message details

Step 4: Configure Recipients #

You have two recipient options (can use both simultaneously):

Option A: Static Phone Numbers

• Enter phone numbers directly
• Use comma-separated list for multiple recipients
• Must include country code (e.g., +1 for US, +44 for UK)
• Numbers stay the same regardless of form content
• Perfect for team notifications

Option B: Send to Respondent

• Toggle “Send to respondent” switch ON
• Select which form field contains the respondent’s phone number
• Phone number comes from the form submission
• Perfect for confirmations or two-factor authentication
• Requires a phone field in your form

Important Phone Number Format:

• Always include country code
• Remove spaces, dashes, parentheses
• Use international format with plus sign

Step 5: Select SMS Provider #

SMS automation requires a connected SMS provider:

1. In the SMS Provider dropdown, select your configured provider
2. If no providers appear, you need to add one first
3. Click “Configure SMS Provider” to add one

Popular SMS Providers Supported:

• Twilio
• Vonage (Nexmo)
• Plivo
• MessageBird
• Telnyx
• Sinch
• Africa’s Talking
• BulkSMS
• ClickSend
• TextMagic
• SimpleTexting
• Infobip
• And more…

See the “SMS Provider Configuration” article for detailed setup instructions.

Step 6: Configure From Number #

Enter the phone number messages will appear from:

1. In the From Number field, enter your SMS-enabled phone number
2. Must be a number registered with your SMS provider
3. Must include country code (+1234567890)
4. This number must be verified/purchased through your SMS provider
5. Appears as sender on recipient’s device

From Number Requirements:

• Must be purchased/registered through your SMS provider
• Verify number supports SMS sending (some providers require specific number types)
• For US/Canada, toll-free or local numbers work
• For international, check provider’s supported number types
• Some providers require sender ID instead of phone number (check provider documentation)

Step 7: Compose SMS Message #

Create the text message content:

1. Click in the Message editor area
2. Type your message (keep it concise – see character limits below)
3. Click Insert Field button to add dynamic data
4. Select form fields from dropdown to personalize messages
5. Fields appear as colored placeholders: {{Field Name}}
6. Continue composing around inserted fields

SMS Message Best Practices:

• Be Concise: SMS is about brevity – get to the point quickly
• Include Key Info: What’s most important for recipient to know?
• Clear Call to Action: If action needed, state it clearly
• Identify Sender: Include your company name so they know who sent it
• Use Dynamic Fields: Personalize with names, order numbers, etc.
• Test Character Count: Verify message stays within limits

Example SMS Messages:

Simple notification:

[CompanyName] - New lead from {{Name}}, {{Phone}}. Reply URGENT if immediate.

Customer confirmation:

Thanks {{First Name}}! Your order #{{Order ID}} is confirmed. Track: [link]

Appointment reminder:

Hi {{Name}}, reminder: Your appointment with {{Provider}} tomorrow at {{Time}}. Reply C to confirm.

Connecting SMS Providers #

Before sending automated SMS, you must configure an SMS provider. FORMEPIC integrates with 20+ major SMS services:

Major SMS Providers #

Twilio (Most Popular)

• Industry-standard SMS platform
• Global coverage, excellent reliability
• Programmable messaging features
• Great documentation and support

Vonage (Nexmo)

• High deliverability worldwide
• Competitive pricing
• Strong international coverage

Plivo

• Cost-effective alternative to Twilio
• Good for high-volume sending
• Reliable delivery rates

MessageBird

• European-focused provider
• Omnichannel capabilities
• WhatsApp integration available

Telnyx

• Carrier-grade infrastructure
• Real-time delivery reports
• Competitive pricing for volume

How to Add SMS Provider #

1. Navigate to Integrations page from dashboard
2. Find your SMS provider in the integrations list
3. Click Connect or Add Connection
4. Enter required credentials:

• API Key or Account SID
• Auth Token or API Secret
• Account ID (if required)

1. Verify connection with test SMS
2. Provider now appears in automation SMS provider dropdown

Note: Most SMS providers require you to:

1. Create an account on their platform
2. Purchase or register a phone number for sending
3. Add credit/balance to account for message charges
4. Verify your account (may require identity verification)

For detailed provider setup, see the “SMS Provider Configuration” article.

Configuring Recipients #

Recipient configuration determines who receives your SMS messages:

Static Phone Numbers #

How It Works:

• Enter phone numbers directly in configuration
• Separate multiple numbers with commas
• Include country code for each number
• Numbers never change

Format Requirements:

• Include country code: +1 (US/Canada), +44 (UK), +91 (India), etc.
• No spaces, dashes, or parentheses
• Examples:
• ✅ Correct: +14155551234, +442071234567
• ❌ Wrong: (415) 555-1234 or 415-555-1234

When to Use:

• Alerting your team of new submissions
• Urgent notifications to specific people
• On-call staff alerts
• Management notifications

Example:

+14155551234, +14155555678, +14155559012

Respondent’s Phone from Form Field #

How It Works:

• Toggle “Send to respondent” ON
• Select which form field contains phone number
• SMS is sent to whatever number user provided
• Perfect for customer confirmations

Requirements:

• Form must have a phone number field
• Field should validate phone format
• Respondent must provide valid phone number with country code

When to Use:

• Two-factor authentication codes
• Appointment confirmations
• Order status updates
• Delivery notifications
• Password reset codes

Combined Recipients #

Enable BOTH recipient types simultaneously:

• Static numbers receive copy (your team)
• Respondent receives copy (customer)
• Useful for transparency
• Ensures all parties notified

Example: Support ticket creates SMS alert to team AND confirmation to customer.

Composing SMS Messages #

Effective SMS messages are concise, clear, and action-oriented:

Character Limits #

Standard SMS: 160 characters

• English alphabet, numbers, basic punctuation
• Exceeding 160 characters splits into multiple messages
• You’re charged per message segment

Unicode SMS (with special characters/emojis): 70 characters

• Using emojis, non-Latin characters reduces limit to 70
• Each segment is 70 characters instead of 160
• Consider avoiding emojis to save character space

Multi-part Messages:

• Messages over character limit automatically split
• Recipients receive them as one concatenated message
• You pay for each segment sent
• Headers take some characters, so:
• 2 segments: 306 characters (153 per segment)
• 3 segments: 459 characters (153 per segment)
• And so on…

Character Counter: FORMEPIC shows character count as you type. Monitor this to avoid unexpected costs.

Message Composition Tips #

Be Direct and Concise:

❌ Bad: "Hello there! We wanted to take a moment to inform you that we have received your submission and wanted to say thank you so much for contacting us! We really appreciate it and will get back to you soon!"

✅ Good: "Thanks for contacting us! We received your request and will respond within 24hrs."

Include Essential Info Only:

❌ Bad: "Your order has been confirmed. Your order number is 12345. The order was placed on June 15, 2024. Your billing address is..."

✅ Good: "Order #12345 confirmed! Track at: [link]"

Clear Call to Action:

❌ Bad: "We have sent you an email with more information that you can read if you would like to know more details."

✅ Good: "Check your email for details. Reply STOP to unsubscribe."

Dynamic Field Usage #

Insert form data to personalize SMS:

Personal Touch:

Hi {{First Name}}, your appointment is confirmed for {{Date}} at {{Time}}.

Include Identifiers:

Order #{{Order Number}} shipped! Tracking: {{Tracking Number}}

Provide Context:

{{Company Name}} - New {{Inquiry Type}} from {{Contact Name}}: {{Phone}}

Action Items:

Hi {{Name}}, payment of {{Amount}} due {{Date}}. Pay: [link]

URLs in SMS #

Including links in SMS messages:

Use URL Shorteners:

• Long URLs consume precious characters
• Use bit.ly, tinyurl, or your SMS provider’s shortening service
• Example: https://bit.ly/abc123 instead of https://example.com/very/long/url/path/to/resource

Track Clicks:

• Many SMS providers offer click tracking
• See who opened links from SMS
• Measure campaign effectiveness

Make Links Obvious:

Track your order: [link]
Complete your profile: [link]
View invoice: [link]

Inserting Dynamic Fields #

Personalize SMS messages with actual form submission data:

How to Insert Fields #

1. Click in the message editor where field should appear
2. Click Insert Field button
3. Dropdown shows all available form fields
4. Select desired field
5. Field appears as colored placeholder: {{Field Name}}
6. Continue composing around inserted fields

Available Field Types #

You can insert most form field types:

• Name fields (first, last, full name)
• Contact fields (email, phone, address)
• Selection fields (dropdowns, radio buttons)
• Number fields
• Date and time fields
• Text responses
• Custom fields you’ve created

Field Placeholder Format #

• Format: {{Field Label}}
• Example: {{First Name}}, {{Phone Number}}, {{Order ID}}
• Placeholders replaced with actual data when SMS is sent
• If field is empty, placeholder may render as blank

Special Field Considerations #

Payment Fields:

• Payment amount: {{Payment Amount}}
• Payment method: {{Payment Method}}
• Transaction ID: {{Transaction ID}}

File Upload Fields:

• Shows filename, not the actual file
• SMS can’t include file attachments
• Consider sending link to download instead

Empty Fields:

• If respondent didn’t fill field, placeholder may be blank
• Plan for this: “Name: {{First Name}} (if provided)”
• Or use fallbacks: “Hey {{First Name}} there!” (if name empty, shows “Hey there!”)

Dynamic Field Tips #

• Keep Fields Short: Long field values consume character count
• Label Clearly: “Order #{{Order Number}}” not just “{{Order Number}}“
• Test with Real Data: Verify fields render correctly
• Consider Field Length: A 100-character response field could blow your message limit
• Use Abbreviations: “Appt: {{Time}}” not “Appointment Time: {{Time}}“

SMS Best Practices #

Follow these best practices for effective SMS automations:

Compliance and Legal #

Obtain Consent:

• Get explicit permission before sending SMS
• Include opt-in checkbox on forms: “Yes, send me SMS updates”
• Keep records of consent for compliance

Include Opt-Out:

• Always include unsubscribe option
• Standard: “Reply STOP to unsubscribe”
• Honor opt-outs immediately
• Most providers handle STOP replies automatically

Respect Quiet Hours:

• Don’t send SMS late at night or very early morning
• Consider time zones of recipients
• Schedule sends for reasonable hours (9am-9pm)

Identify Your Business:

• Include your company name in every message
• Recipients should immediately know who sent SMS
• Example: “[CompanyName] – Your order has shipped!”

Message Quality #

Be Relevant:

• Only send SMS for important, time-sensitive matters
• Don’t overuse SMS – reserve for crucial notifications
• Email is better for detailed information

Provide Value:

• Every SMS should give recipient useful information
• Include actionable items or next steps
• Don’t send SMS just to send SMS

Test Thoroughly:

• Send test SMS to yourself first
• Verify formatting, character count, dynamic fields
• Check that messages don’t get split awkwardly
• Test on different carriers and devices

Cost Management #

Monitor Character Count:

• Stay under 160 characters to avoid multi-part messages
• Each additional segment costs more
• Use abbreviations to save characters

Avoid Unicode if Possible:

• Emojis and special characters reduce limit to 70 characters
• Stick to standard characters to maximize character count
• Save emojis for marketing SMS, not transactional

Set Budget Alerts:

• Most SMS providers offer budget alerts
• Set thresholds to avoid unexpected charges
• Monitor usage regularly

Testing SMS Automations #

Always test SMS automations before going live:

Testing Process #

1. Create Test Automation: Configure automation with your phone number as recipient
2. Submit Test Form: Fill out form with test data
3. Check Message Arrival: Verify SMS arrives on your device
4. Review Content: Check message text and dynamic fields
5. Test Dynamic Fields: Ensure placeholders replaced correctly
6. Check Timing: Note delivery speed (should be seconds)
7. Test Different Scenarios: Try different form inputs
8. Verify Character Count: Ensure message doesn’t split unexpectedly

What to Verify #

• ✅ SMS arrives at configured recipients
• ✅ Message content correct and complete
• ✅ Dynamic fields populated with actual data
• ✅ Character count within single SMS (160 characters)
• ✅ From number displays correctly
• ✅ Message doesn’t appear as spam
• ✅ Links are clickable and work
• ✅ Delivery time under 1 minute

Common Testing Issues #

SMS Doesn’t Arrive:

• Verify phone numbers include country codes
• Check SMS provider account has sufficient balance
• Ensure from number is registered with provider
• Confirm phone number can receive SMS
• Check spam/blocked messages on device

Message Appears Garbled:

• Verify character encoding (avoid special characters)
• Check if SMS split into multiple parts incorrectly
• Test without emojis to see if that resolves it

Dynamic Fields Show Placeholders:

• Verify field names match exactly
• Check test submission included data for those fields
• Ensure fields inserted using Insert Field button

Tips & Tricks #

• Save Characters: Use abbreviations (Appt, Conf, Info) to stay under 160 characters
• Time Appropriately: Consider recipient time zones before sending
• Test Providers: Try different providers to find best deliverability/pricing
• Use Links: For detailed info, include link rather than long text
• Track Everything: Enable delivery receipts and link tracking
• Segment Messages: Use triggers to send different messages for different scenarios
• Urgent Only: Reserve SMS for time-sensitive or critical communications
• Include Company Name: Always identify your business in message

Important Notes #

• SMS delivery typically completes within seconds but can take up to a minute
• You are charged per SMS segment by your provider
• Messages over 160 characters (standard) or 70 characters (Unicode) split into multiple segments
• International SMS costs more than domestic – check provider pricing
• Some countries/carriers may block promotional SMS (transactional SMS usually allowed)
• Phone numbers must include country codes for international delivery
• SMS providers require account balance/credits – monitor to avoid send failures
• “From” number must be registered with your SMS provider
• Some providers require identity verification before sending
• STOP replies are usually handled automatically by providers

Common Issues & Troubleshooting #

SMS Not Being Sent #

Problem: Automation triggers but no SMS arrives

Solutions:

• Verify SMS provider configured correctly with valid credentials
• Check SMS provider account balance (sufficient credits?)
• Confirm recipient phone numbers include country codes
• Ensure from number is registered with your provider
• Verify from number supports SMS sending
• Check provider status (is service operational?)
• Review automation logs for error messages
• Test provider with manual SMS send

Wrong Phone Numbers #

Problem: SMS going to incorrect numbers

Solutions:

• Verify phone numbers include country codes (+1, +44, etc.)
• Check static phone numbers for typos
• If using form field, ensure correct field selected
• Verify form field contains valid phone number format
• Test with your own phone number first
• Review all enabled automations for duplicates

Message Gets Cut Off or Split #

Problem: SMS appears incomplete or broken into multiple messages

Solutions:

• Check character count – stay under 160 (standard) or 70 (Unicode)
• Remove emojis to increase character limit to 160
• Abbreviate where possible to reduce length
• Test message length before deploying
• Consider if multi-part SMS is acceptable (costs more)
• Use link shorteners for URLs to save characters

High SMS Costs #

Problem: SMS automation costing more than expected

Solutions:

• Monitor character count – messages over 160 split into multiple (each costs separately)
• Avoid emojis and special characters (reduce limit from 160 to 70)
• Review trigger settings – ensure not sending more than intended
• Check international vs domestic rates (international costs more)
• Consider if all SMS are necessary
• Set up balance alerts with SMS provider
• Use email for non-urgent communications

SMS Marked as Spam #

Problem: Messages being blocked or marked as spam

Solutions:

• Register proper sender ID/from number with provider
• Include opt-out instructions (Reply STOP)
• Always identify your company in message
• Avoid spam trigger words (FREE, WIN, URGENT!!!)
• Don’t send to numbers without consent
• Comply with local SMS regulations
• Use verified/registered from numbers
• Send through reputable SMS providers

Can’t Select SMS Provider #

Problem: SMS provider dropdown is empty

Solutions:

• You must configure SMS provider first
• Navigate to Integrations page and add SMS provider
• Follow provider setup instructions
• Enter API credentials correctly
• Verify provider connection with test send
• Refresh automation configuration page after adding provider
• Ensure provider is verified and activated

Dynamic Fields Not Populating #

Problem: Placeholders like {{Name}} appear instead of actual data

Solutions:

• Verify field names match exactly (case-sensitive)
• Ensure form submission included data for those fields
• Check that form fields have proper labels
• Re-insert fields using Insert Field button
• Test with known data to isolate issue
• Verify form was saved before testing

SMS Delivery Delayed #

Problem: Messages taking long time to arrive

Solutions:

• Normal delay is 1-30 seconds – longer indicates issues
• Check SMS provider status
• Verify recipient’s carrier isn’t experiencing issues
• Ensure provider account in good standing
• International SMS may take longer than domestic
• Contact SMS provider support if delays persist

From Number Rejected #

Problem: SMS fails because from number invalid

Solutions:

• Verify from number is registered with your provider
• Ensure number supports SMS sending (not all do)
• Check if number needs to be verified first
• Use toll-free or local number for US/Canada
• Some countries require specific sender ID format
• Consult SMS provider documentation for requirements
• Ensure number in correct format with country code