Amazon Pinpoint
User Guide

SMS and Voice Settings

On the SMS and Voice settings page, you can enable or disable the SMS channel. You can also modify the SMS settings that apply to your entire AWS account, and view a list of phone numbers that you can use to deliver voice messages. To learn more about sending voice messages, see the Amazon Pinpoint SMS and Voice API Reference.

  1. Open the Amazon Pinpoint console at https://console.aws.amazon.com/pinpoint/.

  2. On the Pinpoint Projects page, choose the project that you want to change the SMS settings for.

  3. In the navigation pane, under Settings, choose SMS.

  4. Next to General, choose Edit.

  5. On the Edit SMS settings page, you can change the following settings:

    • Enable the SMS channel for your project – Enable this option to make the SMS channel active for the selected project.

    • Account-level settings – In this section, you can modify the SMS settings for your AWS account. These settings apply to your entire Amazon Pinpoint account, and to all AWS services that send SMS messages, such as Amazon SNS. You can change the following settings:

      • Default message type – Choose the type of SMS messages you plan to send. If you plan to send time-sensitive content, choose Transactional. If you plan to send marketing-related content, choose Promotional.

      • Account spend limit – Specify the maximum amount of money, in US Dollars, that you want to spend sending SMS messages each calendar month.

      • Default sender ID – Optionally, you can specify the sender ID that you plan to use to send SMS messages. A sender ID is an alphanumeric identifier that appears on recipients' devices when they receive messages from you. Support for sender IDs vary by country or region. For more information, see Supported Countries and Regions.

  6. When you finish making changes, choose Save.

Number Settings

You can manage settings for the dedicated short codes and long codes that you've requested from AWS Support that are assigned to your account.

A short code is a 5-digit or 6-digit number that's meant for high-volume SMS messaging. To request a dedicated short code, see Requesting Dedicated Short Codes for SMS Messaging with Amazon Pinpoint.

A long code is a standard 10-digit phone number that is meant for low-volume, person-to-person communication. To request a dedicated long code, see Requesting Dedicated Long Codes for SMS Messaging with Amazon Pinpoint.

After you receive one or more dedicated short codes or long codes from AWS, those numbers are provided under Number settings, where you can manage settings for keywords and two-way SMS.

Keyword Settings

A keyword is a specific word or phrase that a customer can send to your number to elicit a response, such as an informational message or a special offer. When your number receives a message that begins with a keyword, Amazon Pinpoint responds with a customizable message.

For short codes, the console shows the keywords and responses that you initially define when you request a short code from AWS Support. AWS Support registers your keywords and responses with the wireless carriers when it provisions your short code.

For long codes, the console shows the default keywords and responses.

Important

Your keywords and response messages must comply with guidelines set by wireless carriers and wireless industry groups. Otherwise, following an audit, such groups might take action against your short code or long code. This action can include blacklisting your number and blocking your messages.

Default Keywords

The following keywords are required by wireless carriers in the US for short codes. They are expected by AWS for all long codes and short codes:

HELP

Used to obtain customer support. The response message must include customer support contact information, as in the following example:

"For assistance with your account, call 1 (NNN) 555-0199."

STOP

Used to opt out of receiving messages from your number. In addition to STOP, your audience can use any supported opt-out keyword, such as CANCEL or OPTOUT. For all opt-out keywords, see SMS Opt Out. After your number receives an opt-out keyword, Amazon Pinpoint stops sending SMS messages from your account to the individual who opted out.

The response message must confirm that messages are no longer sent to the individual who opted out, as in the following example:

"You are now opted out and will no longer receive messages."

Registered Keyword

A registered keyword is a keyword that's specific to your SMS use case. When you use short codes, you're required to register this keyword with mobile carriers. Customers can send this keyword to your short code to get more information about the products and services you offer.

Managing Keyword Settings

Use the Amazon Pinpoint console to customize the keyword responses for your number.

  1. On the Account settings page, under Number settings, choose the short code or long code that you want to manage keyword responses for.

    The Number settings page displays. Under Keywords, the console provides:

    • The default keywords HELP and STOP. You can edit the response messages, but you can't edit the keywords.

    • Your registered keyword. If you want to change your registered keyword, you must first open a case with AWS Support and request to update your keyword with the wireless carriers. Then, you must edit the keyword in the Amazon Pinpoint console to match. You can also edit the response message, but the intent of the message must remain consistent with the message that you provide to AWS Support.

  2. In the table that contains the keyword you want to edit, choose Edit, and edit the keyword and response message as needed.

  3. When you finish making your changes, choose Save.

Two-Way SMS Settings

You can define keywords for messages that you want to receive and process outside of Amazon Pinpoint. When your number receives an SMS message that begins with one of these keywords, Amazon Pinpoint sends the message and related data to an Amazon SNS topic in your account. You can use Amazon SNS to publish the message to topic subscribers, or to AWS services for further processing.

To set up two-way SMS

  1. On the Projects page, choose the project that you want to manage two-way SMS settings for.

  2. In the navigation pane, under Settings, choose SMS.

  3. Under Short Codes and Long Codes, choose the phone number that you want to configure two-way SMS for.

  4. Under Two-way SMS, choose Enable 2-way SMS.

  5. Under Incoming messages destination, specify the Amazon SNS topic that receives your SMS messages with one of the following options:

    • Create a new topic – Amazon Pinpoint creates a topic in your account.

    • Choose an existing Amazon SNS topic – Specify the ARN of a topic in your account.

  6. Under Two-way SMS keywords, you can add or edit keywords and response messages. When your number receives an SMS message that contains one of these keywords, Amazon Pinpoint does the following:

    • Sends the message to your Amazon SNS topic.

    • Responds with the keyword response message, if you specified one.

  7. When you finish, choose Save.

Self-Managed Opt-Outs

By default, when a customer sends a message that begins with "HELP" or "STOP" to one of your dedicated numbers, Amazon Pinpoint automatically replies with a customizable message. In the case of incoming "STOP" messages, Amazon Pinpoint also opts the customer out of receiving future SMS messages. If you prefer to manage "HELP" and "STOP" responses outside of Amazon Pinpoint, you can enable self-managed opt-outs.

Note

To enable self-managed opt-outs for a number, you must first enable two-way SMS for that number.

When you enable this feature, there are three changes to the way Amazon Pinpoint handles incoming messages that your customers send to the specified long or short code. First, it stops sending automatic responses to incoming "HELP" and "STOP" messages. (However, you can use the keyword settings section to manually configure responses to these messages.) Second, Amazon Pinpoint stops automatically opting your customers out of receiving future SMS messages when they send a "STOP" message. And finally, it routes incoming "HELP" and "STOP" messages to the Amazon SNS topic that you use to receive two-way SMS messages, rather than automatically responding to the sender.

If you enable this feature, you're responsible for responding to "HELP" and "STOP" requests. You're also responsible for tracking and honoring opt-out requests.

Important

Many countries, regions, and jurisdictions impose severe penalties for sending unwanted SMS messages. If you enable this feature, make sure that you have systems and processes in place for capturing and managing opt-outs.

To enable self-managed opt-outs

  1. On the Account settings page, under Number settings, choose the short code or long code that you want to enable self-managed opt-outs for.

  2. On the Number settings page, expand the Two-way SMS section.

  3. Enable and set up two-way SMS, if you haven't already done so. For more information about setting up two-way SMS, see Two-Way SMS Settings.

  4. Under Opt-outs, choose Enable self-managed opt-outs.

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