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Introduction

We are excited to introduce a new feature in our SMS widget designed to enhance user understanding and improve the overall experience with regards to SMS text and the different types of Unicode and GSM characters.

Often, SMS text in English contains Non-ASCII or GSM 7 characters. Due to the nature of copy-pasting or the lack of awareness about the differences between simple text and Unicode, messages can inadvertently be sent as Unicode messages. Unicode messages are byte-encoded, meaning a single text message, which is X bytes, takes only Y characters. In contrast, GSM-7 or ASCII messages allow for Z characters per message. This discrepancy can lead to an increase in message length, causing customers to be overcharged. Such situations result in a poor customer experience and can cause unnecessary escalations and cost issues.

With our new feature, users will be able to easily distinguish between simple text and Unicode characters within the SMS widget. This enhancement ensures that messages are sent in the most efficient format, preventing unintended overcharging and enhancing customer satisfaction. We believe this update will significantly improve the SMS sending experience and help avoid potential cost-related issues.

New Feature in SMS Widget: Enhanced Character Recognition for Optimal SMS Delivery

Configuring Unicode in Flow Level

To enable Unicode in your flow or widget, you need to activate the "Enable Unicode" toggle in the flow configuration section. This action initiates a request that goes through a support UI for approval. The support team will review your request and decide whether to accept or deny it. If the request is accepted, the "Enable Unicode" toggle will be activated, and you will be able to use Unicode characters in your messages. If the request is denied, the toggle status will be set to "Denied." While your request is under review, the toggle status will be displayed as "In Progress."

Enabling Unicode for Specific SMS Widgets

Once Unicode is enabled for a flow, you will have the option to enable Unicode for specific SMS widgets within that flow. To do this, use the provided "Enable Unicode" toggle within the SMS widget configuration. Enabling this toggle will allow you to configure or send text messages using Unicode characters for that particular widget.

Demo Video:

https://drive.google.com/file/d/11bJq_1hW0hFi3cGfeH65f7Z9WChXSA1Z/view?usp=sharing

All existing templates containing Unicode characters will be rejected if these configurations are not properly set up. Ensure that Unicode is enabled both at the flow level and for specific SMS widgets to prevent template rejection.

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