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Frequently asked questions

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What can I set my message Originator to?


You can choose whether to send your choice of 11 characters with the message (which helps to identify you to the recipient), or send a phone number with the message (which enables the recipient to be able to reply to your message).

You cannot send both your choice of 11 characters and a phone number that can be replied to.

If you send your choice of 11 characters with the message, then the recipient will not be able to reply to your message. Choosing one of the reply options will send a phone number with the message, enabling the recipient to be able to reply to your message.

Sending your own identifier with the message

When sending a text message, you may wish to use the field that normally displays the phone number of the message sender to show any 11 characters of your choosing.

Examples of this use include “From Bill” or “Widgets Ltd”. This helps to identify you, as the sender of the message, to the recipients.

The default setting for this option is to send the first 11 characters of your organisation’s name (as registered with us) with your message. You can change these 11 characters by clicking in the box and entering your chosen 11 characters.

If you would like your text message to appear to come from a Short Code number, then enter the 4, 5, or 6 digit number in the NO REPLY SEND 11 CHARACTERS box.

Sending your chosen number with the message

To send your own number with the message, first set your number in the MY PROFILE section, and then choose the REPLY TO MY PHONE option.

If you have not previously entered your own number in the MY PROFILE section, then the REPLY TO MY PHONE option will not be available to you.

Enabling the recipients to reply to your message

You can elect to give the recipients of your message the ability to reply to your message, with replies either coming back to your online inbox or to your email inbox.

If you would like replies to come back to your online inbox, then select the REPLY TO MY ONLINE INBOX option. If you would like replies to sent to your given email address, then select the REPLY TO MY EMAIL option.

If you choose for replies to come back to your online inbox or an email address, then the SMS system automatically adds one of our special mobile phone numbers in to the message sender’s phone number field (known as the Originator), when you send the message.

This number will be seen by the recipient when they receive the message, with the message appearing to come from that mobile number.

The recipient can compose and send a reply, with the reply delivered back to you via your chosen reply function.

The reply path remains open for the recipient to reply for approximately 7 days after the outgoing text message is sent. Message replies will be kept and remain accessible for a period of 30 days after their receipt.

Sending messages to landline phones

When sending SMS messages to landline phones, please ensure that you send a phone number with the message, and not letters. If an alpha-numeric field (such as "Acme Co Ltd") is sent with the SMS messages, then the messages will not be delivered and you will be charged for the failed messages.

To send a number with the message, select one of the REPLY TO MY PHONE, REPLY TO MY ONLINE INBOX or REPLY TO MY EMAIL options.

To send your own number with the message, first set the number in the MY PROFILE section, and then choose the REPLY TO MY PHONE option.

Please contact our Customer Service team on 08451 221 302 if you require any further help.


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