Text Messaging FAQ

I tried to send a text message, but it ended up being delivered as an email - why?

The best way to answer this question is to view the message you sent and hover over the envelope icon on the right side of the message itself. This will give some indication of what occurred. These are the most common reasons for this occurring:

  1. This recipient has opted to not receive SMS messages
  2. The recipient does not have an SMS enabled phone number in Student Success & Engagement
    • Check the recipient's profile for the phone numbers they have listed. One of them needs to match the setting in SMS Configuration for "Default SMS Phone Type" (for example, CELL).
  3. This recipient does not have a valid SMS enabled phone number listed in SS&E
    • This occurs when our SMS service (Twilio) rejects the phone number we tried to deliver the message to. It is indicating the number is not valid.
  4. This recipient's SMS phone number is not a valid mobile number
    • This occurs when our SMS service (Twilio) rejects the phone number because it cannot receive SMS messages.
  5. The message body is not valid
    • This occurs when the message is too long.
    • This can sometimes happen when text is copied from external programs (Microsoft Word, for example) into the message body textbox.
  6. Your institution has reached the set SMS Messaging Twilio phone number limit.
    • Each institution has a limited amount of Twilio text messaging phone numbers. 
    • Contact an SS&E Representative to purchase additional phone numbers.
    • SS&E Messaging sends text messages using Twilio/ text messaging only/Aviso.SMS/System assigned phone numbers. 
    • SMS Configuration defines which Roles can send SMS messages, found here.
  7. Your institution has reached the set SMS message limit
    • Contact an SS&E Representative to purchase additional messaging capacity.
  8. There was an error generating a phone number to send the SMS from
    • We tried to create a Twilio phone number from which to send the SMS, but there was a failure doing so.
  9. The SMS feature is not enabled for your institution
    • SMS needs to be enabled in Administration SMS Configuration.
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