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Usage Guide

This page covers the day-to-day use of the Custom SMS module: sending messages, working with templates, scheduling, bulk messaging, and tracking delivery.

Sending an Instant SMSโ€‹

Send a message to a contact directly from any CRM record:

  1. Open a CRM record (Deal, Contact, Company, etc.)
  2. Click the Send SMS action button
  3. Select the CRM Action context (Call, Task, Email, Meeting, or Deadline)
  4. Choose the Recipient -- the module lists contacts related to the current record
  5. Compose your message or select a saved template
  6. Click Send Now

The message is dispatched immediately through your configured SMS gateway. You will see a confirmation with the initial delivery status.

tip

Keep messages concise. A standard SMS segment is 160 characters (GSM-7 encoding). Messages exceeding this limit are split into multiple segments, which may increase cost.

Scheduling an SMSโ€‹

Instead of sending immediately, schedule a message for a specific date and time:

  1. Follow the same steps as sending an instant SMS
  2. Instead of clicking Send Now, click Schedule
  3. Select the Date and Time for delivery
  4. Click Confirm Schedule

The message is saved to the scheduled queue and will be dispatched automatically at the specified time.

Managing Scheduled Messagesโ€‹

View and manage all scheduled messages from Custom SMS -> Scheduled:

  • Edit -- modify the message content or recipient before the scheduled time
  • Reschedule -- change the delivery date and time
  • Cancel -- remove the message from the queue (it will not be sent)
info

Scheduled messages require an active cron job. If the cron is not running, messages will remain queued. See the Configuration page for cron setup.

SMS Templatesโ€‹

Templates save time by letting you reuse common messages without retyping them.

Creating a Templateโ€‹

  1. Go to Custom SMS -> Templates
  2. Click New Template
  3. Enter a Template Name (e.g., "Meeting Reminder", "Follow-Up After Call")
  4. Compose the Message Body
  5. Click Save

Using a Templateโ€‹

When composing an SMS (instant or scheduled):

  1. Click Select Template in the message composer
  2. Browse or search your saved templates
  3. Click a template to auto-fill the message body
  4. Edit the message if needed before sending

Template Best Practicesโ€‹

  • Name templates descriptively -- "Q1 Promo Offer" is better than "Template 3"
  • Keep messages within one SMS segment (160 characters) when possible to control costs
  • Review templates regularly -- update outdated messages and remove unused ones
  • Use templates for consistency -- ensure your team sends uniform, professional messages

Bulk Messagingโ€‹

Send a single message to multiple contacts at once. This is ideal for announcements, promotions, or group notifications.

Sending a Bulk SMSโ€‹

  1. Go to Custom SMS -> Bulk Send
  2. Select Recipients:
    • Pick individual contacts from the list
    • Use filters to narrow down by tags, company, or other CRM fields
    • Select all contacts matching your filter criteria
  3. Compose your message or select a template
  4. Choose Send Now or Schedule for later delivery
  5. Click Send

The module dispatches the message individually to each recipient through your SMS gateway.

warning

Bulk messaging consumes one SMS credit per recipient per message segment. Verify your gateway account balance before sending to a large number of contacts. Also ensure you have proper consent from recipients to comply with local regulations.

Bulk Messaging Tipsโ€‹

TipWhy It Matters
Test with a small group firstCatch errors before sending to your full contact list
Check for duplicate numbersAvoid sending the same message twice to one person
Respect opt-out requestsRemove contacts who have opted out of SMS communications
Monitor delivery reportsHigh failure rates may indicate number quality issues

Delivery Trackingโ€‹

Every message sent through the module is tracked in real time. View delivery statuses from Custom SMS -> Messages.

Status Definitionsโ€‹

StatusDescription
QueuedMessage accepted by the gateway and waiting to be sent
SentMessage dispatched to the carrier network
DeliveredCarrier confirmed the message reached the recipient's device
FailedDelivery failed -- hover over the status for the specific error reason

Message Logโ€‹

The Messages page provides a complete log of all sent messages with:

  • Recipient name and phone number
  • Message content (preview)
  • Sent date and time
  • Delivery status with real-time updates
  • CRM Action context (which record triggered the message)

Use the filters to search by recipient, status, date range, or CRM action type.

tip

Regularly review Failed messages. Common causes include invalid phone numbers, carrier blocks, or insufficient gateway balance. Correcting these issues improves your overall delivery rate.

Workflow Examplesโ€‹

Follow Up After a Missed Callโ€‹

  1. Open the Call record in Concord CRM
  2. Click Send SMS
  3. Select the Call action type
  4. Choose the contact associated with the call
  5. Select the "Missed Call Follow-Up" template
  6. Click Send Now

Schedule a Meeting Reminderโ€‹

  1. Open the Meeting record
  2. Click Send SMS -> Schedule
  3. Select the contact attending the meeting
  4. Use the "Meeting Reminder" template
  5. Set the date to one day before the meeting
  6. Confirm the schedule

Announce a Promotion to All Clientsโ€‹

  1. Go to Custom SMS -> Bulk Send
  2. Filter contacts by the "Client" tag
  3. Select all matching contacts
  4. Choose the "Promo Announcement" template
  5. Click Send Now