7.4 SMS/MMS Messaging (Compliance, Segments, Best Practices)

Use LC Phone numbers to send and receive text (SMS) and picture/video/PDF (MMS) messages directly within Close Master.

Sending Messages:

From Conversations: Select the contact, choose the SMS tab in the composer, type your message, select From number, optionally use Templates/Snippets (paper icon), Custom Values ({ } icon), attach media for MMS (paperclip icon), and Send or Schedule.
Via Bulk Action: Select contacts from the Contacts list → Click Send SMS icon → Compose message or Select Template → Choose Sending Options (Now, Schedule, Drip Mode) → Send.
Via Workflow Action: Add the Send SMS action to an automated sequence. Compose message or Select Template. Use Custom Values heavily for personalization. Attach media via URL or select from Media Library (for MMS).

Capabilities: Send images (property photos, flyers), short video clips, animated GIFs, PDFs (e.g., buyer info sheet).
CRUCIAL Size Limits: MMS messages have strict size limits imposed by carriers, which can vary. For A2P 10DLC (US Local numbers), the limit is often quite small (e.g., < 600KB per message). Toll-Free numbers might allow slightly larger sizes (check carrier guidelines). Files exceeding the limit will fail to send or might be automatically converted to a downloadable link (URL) by the system. Optimize images/videos before attaching.
Cost: MMS messages typically cost significantly more per message than standard SMS segments (check your Wallet rates). Use judiciously.

Explicit PRIOR Consent: You MUST have explicit, documented consent from recipients before sending them marketing or promotional SMS messages. Use clear, unchecked opt-in checkboxes on forms specifically for SMS. Record consent details.
Identify Yourself: Clearly state your Agency Name in initial messages.
Provide Opt-Out: MUST include clear instructions on how to opt out (e.g., "Reply STOP to end") in marketing texts and ideally periodically in informational texts.
Honor Opt-Outs Immediately: Close Master automatically handles STOP replies by enabling SMS DND. Do not attempt to override this.
Complete Registrations (A2P/Toll-Free): Messages WILL BE BLOCKED without approved A2P 10DLC (for US Local) or Toll-Free Verification (for Toll-Free) registration in the Trust Center.
Avoid Forbidden Content: Adhere to carrier guidelines and TCPA rules. Avoid SHAFT content (Sex, Hate, Alcohol, Firearms, Tobacco), high-risk financial offers, deceptive practices, etc. Check the CTIA guidelines.
Respect Quiet Hours: Avoid sending marketing texts very early or late based on the recipient's likely time zone (use Workflow time windows).

Billing: SMS messages are billed per segment.
Segment Length:
- Standard GSM characters (letters, numbers, common symbols): 160 characters per segment.
- Unicode characters (emojis 👍, special symbols ©): Reduces segment length to 70 characters per segment. Using even one emoji significantly shortens segment length.
Long Messages: Messages exceeding the segment length are automatically split into multiple segments by the carrier, and you are billed for each segment. A message that looks like one long text on the phone might actually be billed as 3 or 4 segments. Be concise!
Check Wallet Usage: Monitor your SMS costs in Settings → Company Billing → Usage. Rates vary per country and number type.
Use Number Validation: Enable Number Validation (Settings > Business Profile) to check if a number is mobile before sending SMS, reducing costs/errors from sending to landlines.
Avoid Public URL Shorteners: Links from public shorteners (like bit.ly) are often flagged as spam by carriers in SMS. Use full URLs or Close Master's Trigger Links.