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:

Open

Support UI Approval processes

Procedure for turning ON/OFF Unicode support for Flow

• Edit Your Existing Flow: This step is mandatory for enabling Unicode support in your existing flow.

• Enable Unicode SMS: Turn on the "Enable Unicode SMS" option on the flow configurator’s first page.

• Support Ticket: A support ticket will be raised after enabling Unicode toggle in your flow. Once this ticket is approved, Unicode support for your flow will be active.

• Activate Unicode toggle for Widgets: 

• You need to activate Unicode for each widget that will send Unicode messages.

• Open the particular widget, and below the “Template ID” section, you will find the “Enable Unicode” toggle button. This button allows you to turn Unicode support on and off for the widget.

• Note that widget-level Unicode support can only be activated if flow-level Unicode support is already active.

• Unicode Toggle(Widget): If the Unicode toggle for a widget is turned off, you will not be able to send Unicode text from that widget. Both flow-level and widget-level Unicode support must be turned on.

• New SMS Widget Features: The SMS widget now includes:

• Real-time Unicode detection.

• Text message length calculator (the length may vary if SMS variables are used in the text).

• SMS unit calculator.

• Characters per unit indicator.

• Turning Off Unicode Support: If you want to turn off Unicode support for your flow in the future, follow the same procedure as for enabling it.