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Support Guide

Texting in Shape Software

Texting is an easy and efficient way to communicate in Shape Software. Research shows that SMS open rates are as high as 98%, compared to just 20% of all emails. And, on average, it takes 90 seconds for someone to respond to a text and 90 minutes to respond to an email. Enable bi-directional MMS and SMS texting and tracking within your Shape Software CRM for more effective marketing and communication.

10DLC Registration Notice: Carriers have implemented 10DLC registration to enhance the security and reliability of messaging across the industry. As a result, any text messages sent from phone numbers that are not registered with a 10DLC campaign may be blocked or filtered by carriers. It's important to ensure that your phone number is properly registered to avoid any disruptions in your messaging campaigns.

How to Send SMS Messages

  • Use your SMS Inbox to view recent texts

To view all text messages, click on the messages icon on the right hand side of the page to open the texting slideout. Here, you will see all messages in one place. Use the filter tool to view messages further in the past and compose your messages using the bottom section.

  • Text your customers straight from the list view

Conveniently text from the list page by clicking on the message icon in the list view. When you click on the chat, a popup will appear that will show previous chat history and you can create a new message, choose from an available template, and send straight from list pages.

  • You can also send texts from directly within a record

To view messages and to text within the record details page, open up the record and on the left hand sidebar, you’ll see the messages icon. Click on the icon to see the conversation history and to compose text messages.

Note: If you’d prefer voice-to-text dictation, click on the microphone and start speaking. When finished, press the red icon to review message and send.

Mutlimedia Text Messages

Shape supports sending MMS messages that contain JPEG, PNG, and GIF images, as well as a number of other image, video, and audio types. However, depending on capabilities of the recipient's carrier and device, these messages may not be successfully received.

Sending Texts in Bulk

Bulk texting is a way to send out several texts to multiple records at once. Due to new texting compliance rules, Shape Software will queue your text message to send one text every 4 seconds to mimic normal human texting behavior. When sending bulk text messages via a list or bulk action in reporting, expect delivery sending delays due to these throttling limits.

Opt Out Handling and Opt In Feature

Shape automatically handles SMS opt-out if your Shape number receives replies with an opt-out keyword. The following keywords are supported for opt-out:

  • Stop
  • Cancel
  • End
  • Quit
  • Unsubscribe

To opt back in to receive messages from a blocked number, the number which has replied with STOP must send one of the following keywords:

  • Start
  • Yes
  • Resume
  • Resume all
  • Unstop
  • Go

Once the number replies with any of the above keywords, it can receive SMS from the number which was blocked.

Note: It is important to note that the word “TEST” gets blocked frequently by SMS providers.

Frequently Asked Questions

I am getting a duplicate attempt error when sending a text.
Shape applies protections across your system to prevent duplicate texts from being sent to a number within a 24 hour period. 

You will need to change the wording on the message in order to send correctly.
I am getting an insufficient credit balance error when trying to send a text.
This is due to there not being enough usage credits in your system to send the text successfully. You can add usage credits to your system from the Billing and Transactions Settings page.

Billing and Transactions: https://secure.setshape.com/billing-transactions
Can I receive a notification when a new text comes in?
Absolutely! This is set from within your user profile. You can receive a notification via text, email, popup, or push through the mobile app when you receive a new text in Shape!
Can I create a template for my MMS messages?
Yes! This is done from the MMS template settings page where you can upload your image and send in bulk or for 1:1 communications.
I received an error telling me my text is to long.
If the text is over 700 characters you will receive an error when sending. The text will need to be cut down to less than 700 characters.

Keywords: texting, SMS, P2P, opt-out, opt-in, long codes, mms, multimedia, bulk, short code, messaging, message, 10DLC

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