LiveVox offers the following types of SMS messages:

  • Mass: SMS message that is automatically sent to a large group of customers at the same time through an SMS campaign. 

  • Inbound (Template): A predefined SMS message that is automatically sent to the customer when the customer replies to a mass or transactional SMS message. 

    Contact LiveVox customer support for more information about the following configuration requirements:

    • An inbound SMS template must be created on LVP and assigned to an inbound service.
    • If a customer sends an SMS message that is not triggered by an outbound SMS message, you can have the inbound SMS message routed to a specific service by assigning the associated SMS number to the service. To assign the SMS number to the service, on the Settings tab of the service, in the Inbound SMS Code field, enter the SMS number. Any inbound SMS message (against the assigned SMS number) that is not a reply to an outbound SMS message will route to this service.
    • If a customer responds to a mass SMS message, LiveVox searches for predefined keywords in their message, such as HELP, START, STOP, or UNSUBSCRIBE, to send the customer an appropriate automated SMS response. Suppose that a customer responds to a mass SMS message with the word STOP. Then, the following automated SMS response could be sent to the customer: You are now unsubscribed from SMS Alerts. No more messages will be sent. These automated SMS responses are configured on LVP.
    • The same inbound SMS code cannot be assigned to more than one service.

  • Transactional: SMS message that is initiated by an agent over an Agent Desktop to contact individual customers directly.

    Suppose that an agent is on a call with a customer. The agent can send any necessary information to the customer by SMS (for example, the payment confirmation ID if the customer has made a payment).

  • Bidirectional: SMS message that is exchanged between an agent and a customer (two-way communication) over an Agent Desktop. 

    Bi-directional SMS allows an agent to receive an SMS message that a customer may send in response to a mass or transactional SMS message that is sent to the customer.

Types of SMS Numbers

An SMS message can be delivered using the following types of SMS numbers:

  • Long Code
    • Local
    • Toll-Free Number (TFN)
  • Short Code

The following table summarizes the differences between the types of SMS numbers.

ParameterLocal Long CodeTFN Long CodeShort Code
Number of digits

10

Example: (425) 555-0150

10

Example: (877) 789-4565

5-6

Example: 45234

ThroughputVery low: 1 SMS message per secondLow: 3 SMS messages per secondHigh: 200 SMS messages per second
Volume restrictions
  • 200 unique phone numbers
  • A maximum of 1000 SMS messages per day
UnlimitedUnlimited
Typical usage

Transactional SMS and calls

Mass SMS (alerts or promotions)

Carrier filteringNoYesNo
Voice capabilityYesNo
Typical use cases

Transactional SMS and calls: Person-to-person messaging

Transactional SMS and calls:

  • Customer service
  • Chat applications
  • Third-party collections
  • Two-way SMS

Mass SMS:

  • Account information (non-collection)
  • Alerts
  • Customer service
  • First-party collections
  • Inbound SMS
  • Marketing
  • Promotions
  • Reminders
  • Two-way SMS

Types of Short Codes

A short code can be of the following types:

  • Free-to-End User: The customer is not charged for sending SMS messages to the client.
  • Standard Rate: The customer is charged for sending SMS messages to the client.
  • Random: The short code consists of five random numbers in no particular order.
  • Vanity: The short code consists of five numbers arranged in the order that the client wants (for example, the numbers spell a particular word or are easier to spell or remember).