FAQ - Zoho Desk 2 Direct SMS

FAQ - Zoho Desk 2 Direct SMS

Q1. How much is Zoho Desk 2 Direct SMS? 

To increase your work productivity, you can get Zoho Desk 2 Direct SMS for $10/month.

Q2. What does $10/month provide me? 

The $10/month is the cost of covering the Direct SMS plugin operating within your Zoho Desk. This is separate from the text pricing. 

For the number of texts, you will need to consult with Direct SMS. Here is a link to their pricing plan.

Q3. Can I try Zoho Desk 2 Direct SMS before purchasing? 

Yes, you can! Test out Direct SMS with a FREE 15-day trial! Sign up and claim your trial now. 

Q4. How do I install Direct SMS? 

Direct SMS is easily accessible from the Zoho Marketplace

Find out more about the installation right here.

Q5. Where are the 2-Way SMS and Delivery Receipt URLs in Zoho Desk? 

These can be found in the Direct SMS Settings module. The “Incoming Webhook URL” is for the 2-Way SMS and the “SMS Status Callback URL” is for the Delivery Receipt.

Q6. What can the Direct SMS extension for Zoho Desk do? 

You can:

  • Send out automated SMS based on workflows

  • Schedule SMS messages on specific dates and times 

  • Track all SMS history sent to your leads and contacts 

  • Enhance your communication channels

Q7. I've installed Direct SMS but how do I use it?

Find out more on how to use the Direct SMS extension for Zoho Desk with our easy step-by-step guide.

Q8. Why do I keep getting a fail response "SMS has been bounced due to [object Object]"?

This problem is likely due to your phone number formatting. Direct SMS requires mobile numbers to be in the International Number Format. 

Here's how to format your number.

Q9. What are my SMS character limits?

For an SMS you are limited to 160 characters for one message. Here is more information from DirectSMS. 

Standard English Characters:

  • 1 – 160 characters = 1 Message

  • 161 – 306 characters = 2 Messages

  • 307 – 459 characters = 3 Messages

  • 460 – 612 characters = 4 Messages

  • 613 – 765 characters = 5 Messages

  • 766 – 918 characters = 6 Messages

  • 919 – 1071 characters = 7 Messages

  • 1072 – 1224 characters = 8 Messages

Q10. Why isn't my Direct SMS working?

Here are a few common issues that might be causing the problem:

  1. Have you made sure that the Direct SMS username and password match between your Direct SMS Settings in Zoho CRM and your Direct SMS account? 

  2. Have you accidentally added an extra space in your Direct SMS API username or password? 

  3. Have you deleted the Modified By field in the Leads/Contacts/Deal modules? 

  4. Have you accidentally deleted the SMS template for sending SMS?

  5. Have you set the wrong template in Direct SMS settings for your event reminder?

  6. Have you tried clearing your browser cache?  

Q11. Why aren't Direct SMS settings saving?

Sometimes the browser affects the Direct SMS settings. Try clearing your browser cache. 

If this doesn't work there is an alternate way to change some of your settings. Then, go to  - 

Setup -> Marketplace -> All -> Installed -> Direct SMS -> Configure

You can change your Direct SMS Username/Password/CallerID from your  - 

DirectSMS dashboard -> Configuration -> API Settings.

Q12. Why am I not getting replies in my Zoho Desk SMS History?

This is likely due to your Direct SMS Caller ID setting that you can find in the Direct SMS Settings. 

You have three options regarding Direct SMS Caller ID:

  • Option 1: You leave the "Direct SMS Caller ID" blank 

If you leave the "Direct SMS Caller ID" blank any SMS that you send will come from a Shared Number pool that Direct SMS controls. This Shared Number can change between SMS.  Replies to your SMSs will appear as normal in your SMS History.  

  • Option 2: You enter your assigned Virtual Number 

Direct SMSs provide clients with the option of buying a Virtual Number. This number is assigned to your Direct SMS account and all SMSs will be associated with this number and remain static unlike when using a Shared Number. Replies to your SMS will appear as normal in your SMS history as long as you've entered your Virtual Number in International Mobile Format.

  • Option 3: You enter anything else 

You have entered anything in this field, eg "Oscillosoft ''. When people receive your SMS they will see the sender as what you've written in the field, ie "Oscillosoft ''. When they reply to your SMS in this case however you will not be able to see the replies in the CRM.

Q13. Why am I not getting consistent replies in my Zoho CRM?

If you've set your Direct SMS Caller ID to an option where you can receive replies and still don't receive replies occasionally this is, unfortunately, a limitation within Zoho. 

This limitation is due to records taking about 60 seconds to generate fully. If a replied SMS is sent within this timeframe the replied SMS cannot be linked to your Sent SMS record and will not be displayed. 

Q14. Why am I not getting email notifications on SMS replies?

There are two options within your Direct SMS Settings to determine who receives the email notification on an SMS reply.

If the "Record Owner" option is selected as the user to be notified then if you are not the record owner and are sending SMS you will not receive an email notification. The record owner will be notified instead. 

If the "Who Has Sent" option is selected then if you are the record order and other users are sending SMS to you, then you will not receive email notifications.

Q15. Why am I getting "SMS has been bounced due to Field "from" is not a valid sender ID (1-15 digits, 1-11 characters)" bounce status?

You've entered an invalid Direct SMS Caller ID out of the allowed ranges indicated. If there's nothing, then double if you have left a space in there by accident. 

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