Outbound uses Twilio to deliver your SMS campaigns. See Setting up Twilio for SMS text messaging for info.
This article contains the following topics:
- Make sure you're adding phone numbers for each of your users via API identify call or CSV upload. You can see what percentage of your users have a phone number by going to Settings > Users and looking at the phone_number attribute.
- Phone numbers need to be formatted so that Twilio can accept them.
Below are issues you may encounter when using the SMS channel.
Messages not being sent because of "missing contact info"
- Are you sure you're sending phone numbers for your users? Go to the Livestream and find any items that say "New User Created" or "User Updated." The info tab will say whether or not the phone number for that user was set.
- If you are using Segment to send events to Outbound, make sure you're using the right attribute name. Segment requires an attribute called phone which they will then change to phone_number before sending to Outbound.
Phone number is invalid
- Outbound uses a Python port of a Google library (https://github.com/googlei18n/libphonenumber). This library uses a very large list of valid phone number patterns for matching.
- When Outbound receives a phone number, if the number does not have a country code, +1 (United States) is assumed.
- You can find the requirements for various country phone numbers online. For instance, here is the North American Numbering Plan