The Hook Use this workflow to view the number of characters and segments of any SMS message as it is being created in ALICE. Monitoring these counts helps ensure your text messages remain brief, clear, and concise for the guests receiving them.
Before you begin...
• Requires Employee User Type access.
• Must have Access to SMS/Chat tab and Add the Guest SMS Facility enabled in Roles (Consider View, Edit, Close depending on tasks).
• Segment limits are controlled by Twilio (the third-party software used for Guest Messaging), not ALICE.
The Steps
1. Navigate to the SMS/Chat tab.
2. Select a conversation and start typing a new message into the text field.
3. View the character count (the sum of numbers, letters, spaces, and special characters) in the bottom right-hand corner.
4. View the segment counter that appears above the character count if your message exceeds 160 characters.
The Result Success: The counters will automatically calculate as the message is crafted, indicating exactly how many characters are used and how many separate segments will be sent via SMS.
Troubleshooting & Limits
• Note: SMS messages can contain a maximum of 160 characters per segment.
• Note: The segment counter is not a notification of user error; the message can still be sent successfully to customers in multiple segments.
• Note: The message will still appear as one single message in the conversation history in ALICE, even if it is sent as multiple segments to the guest's device.
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