We're updating our SMS message system for better deliverability

Hey friends!

A quick heads-up about some recent changes in the world of SMS (text messaging).

With New Zealand and Australian phone carriers changing the way they detect spam, we’ve had to jump through a few hoops to ensure your review requests successfully deliver to your customers' phones.

One of those changes is removing the ability for users to freely customise the text message that is sent to clients. However, don't worry - we've still got you covered!  Your default message now reads as follows:

While this default message may be a little different to the style and tone you're used to be, we hope you'll understand that these changes are necessary to ensure your messages are successfully delivered your client's phone.

As the phone carrier's requirements evolve, we're also aware that there is a slight chance that a small number of SMS messages will be flagged as spam, and not reach your customer.  Not to worry, though!  We've got a solution in place that will automatically identify any undelivered messages and re-send them via email.

To ensure your clients always get their feedback requests via text or email, we strongly encourage you to upload both their phone number and email address. That way, if an SMS isn't delivered, we can use the email as a backup.  Easy!

As always, we're here to help if you have any questions.

We're also in the process of developing a number of alternate templates that will be made available for you to use as soon as possible.  Watch this space!