Sending a Message
When should I use Quick Message vs New Message?
- Quick Message: best for fast, one-off texts.
- New Message: best for larger sends and additional sending tools.
Can I copy/paste recipients from a spreadsheet?
Yes. In New Message using Manual Entry, you can copy/paste a list of numbers directly into the recipient field.
How do I send to a saved list or segment?
In New Message, use Search contact lists or Search contact segments, then tick what you want to include. You can expand the group/segment and uncheck individual recipients to exclude them.
Importing Contacts
What file formats are supported for importing contacts?
.csv, .xls, and .xlsx are supported. The recommended format is CSV UTF-8, comma-delimited.
Do I need to include international prefixes on phone numbers?
If you’re importing numbers outside your account’s preset location, include the correct international prefix. If you omit it, numbers are treated as local to your preset location.
Can I create new lists during the import?
Yes. If you choose a column containing list names, lists that don’t already exist will be created automatically.
Can I import a suppression list to unsubscribe contacts?
Yes. During finalization, you can choose to unsubscribe contacts instead of adding/updating them.
Why didn’t re-importing re-subscribe my contacts?
Re-importing does not qualify as a resubscribe action. Unsubscribed contacts remain unsubscribed and must be re-subscribed manually.
Sending Campaign
Can I skip the confirmation pop-up when sending campaigns?
Yes. When sending to under 100 recipients, select Don’t show this again before clicking Confirm. The confirmation may still appear for larger sends to prevent mistakes.
Why does reporting take longer for large campaigns?
High-volume campaigns can take longer to fully process and populate reporting data, so status banners help set expectations.
How long does “On Hold” usually last?
On Hold campaigns are typically reviewed and released within 2 minutes.
Sending SMS Campaign
Can I send to a list without saving contacts?
Yes — use Copy & Paste to paste numbers directly into the Numbers and contacts field.
Can I send a campaign from a Contact List or Segment?
Yes. Go to Contacts > Lists/Segments, open the ⋮ menu, and choose Send message.
How do I test a message before sending?
Use Send test in the composer to send the message to yourself or a colleague without losing your draft.
Does the AI assistant include emojis?
It can — there’s an option to include emojis. Keep in mind that emojis may increase the number of SMS segments/charges.
Sending MMS (Multimedia Messaging)
Does MMS cost more than SMS?
Yes. MMS messages are typically charged at a higher rate than standard SMS.
What file types can I send?
You can upload .jpg, .png, .gif, .pdf, and .vcf files (up to 450KB; limits may vary by file format).
Can I send MMS from the mobile app?
No. You need to be logged into the Business Marketing Messaging web platform to send MMS.
Escalation Information
Escalation Information: SD3
If you have any questions, concerns, or issues, contact the Service Desk III (SD3) team.
Change Log
| Date | Description |
|---|---|
| Apr 28, 2026 | Added the Sending Campaign section. |
| Apr 22, 2026 | Added the Importing Contacts section. |
| Mar 31, 2026 | Article revamped. |