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SMS in Connect: an overview

SMS is the highest-impact channel for time-sensitive communication with your guests. Open rates sit well above email, and messages land directly in a guest's pocket. This overview explains what SMS in Connect can do, when to use it, and the supporting pieces that make your campaigns land. Use it as a starting point before you build your first SMS campaign or automation.
 

When to use SMS

SMS works best for short, urgent, or highly relevant messages. Common use cases include:

  • Booking reminders and confirmations
  • Last-minute event updates or cancellations
  • Flash offers and time-sensitive promotions
  • Winback nudges to lapsed guests
  • Service disruption alerts (closures, menu changes, hours)
  • One-off announcements that need to cut through

For longer content, brand storytelling, or rich visuals, email is the better fit. For ongoing lifecycle messaging, consider an automation rather than a one-off campaign.

What you can do with SMS in Connect

Connect gives you the building blocks to send professional, compliant SMS to your guest list.

  • Send one-off campaigns to your full contact list or a targeted segment
  • Personalise every message using mail merge tags (first name, booking details, and other contact fields)
  • Send from your venue name by registering a Sender ID so guests recognise who is messaging them
  • Shorten links to protect your character count and keep messages under one credit
  • Send test SMS to yourself or your team before going live
  • Handle replies via the built-in message Inbox
  • Automate unsubscribes — every SMS includes an opt-out link and unsubscribed guests are excluded from future sends
  • Schedule sends for the right time (for example, late-afternoon reminders before evening service)
  • Track performance with campaign reports showing delivery, clicks, and opt-outs

What you need before you send

  • SMS credits on your account — one credit covers 160 characters. Top up via Credits in the top-right of Connect
  • Contacts with valid mobile numbers — contacts without a mobile number are automatically excluded from sends
  • A registered Sender ID (recommended) — required by regulation in some regions. Without one, your SMS is sent from a shared mobile number instead of your venue name

⚠️ Warning — Sending without a registered Sender ID is allowed, but reduces trust and open rates. Register early as approval can take a few weeks.

Where to go next

Use these articles to build and manage your SMS activity in Connect:

FAQ

How many characters can I send in one SMS? 160 characters equals one message and uses one credit per recipient. If your message goes over 160 characters, it splits into two (or more) messages and each recipient uses multiple credits.

Do emojis and special characters affect the character count? Yes. Some emojis and special characters are treated as multiple characters, which reduces your effective limit. Always send a test before scheduling a large campaign.

Are unsubscribes handled automatically? Yes. Every SMS includes an opt-out link. Guests who unsubscribe are automatically excluded from all future SMS sends — you don't need to manage this manually.

What's the difference between an SMS campaign and an SMS automation? A campaign is a one-off send you schedule manually. An automation (in Flows) triggers an SMS automatically when a guest meets a condition, such as not visiting for 90 days.

You now know what SMS in Connect is good for and what you need to start sending. Use the Where to go next links above to set up credits, register your Sender ID, and build your first campaign.

Any questions? Reach out to us via email at support@meandu.com