With over 8,231 business customers over Australia, directSMS provides SMS services to businesses of all sizes. Here are the most frequently asked questions about directSMS. For additional answers or information, please call 1300 724 387 or contact us here.
Note: An SMS message is the same as a text message.
Discover how to use our great features with the below tutorial videos.
Web 2 SMS
- Send group SMS messages – Send personalised SMS messages to contacts and groups in your directSMS address book
- Send mail merge SMS – Send personalised SMS messages using data extracted from a Microsoft Excel or CSV file
- Send bulk SMS – Send message batches to a large group of recipients by uploading a Microsoft Excel or CSV file
- Mobile Marketing and SPAM – Use mobile marketing to grow your business and ensure you are SPAM compliant at the same time
Online Address Book
Why use SMS?
Whether you’re interested in marketing and promotions, or you simply want a fast way to keep in touch with customers or employees, SMS allows you to reach someone almost instantly. It’s perfect for everything from critical updates, marketing, notifications, event management and even contacting staff. There are plenty of applications for SMS in business – and it works. No one deletes an SMS before first reading it.
Do you provide bulk SMS services?
Yes. All our services (Web 2 SMS, Email 2 SMS and our APIs) are optimised to help you send large batches of SMS messages in a matter of seconds. You can send group messages from your online address book, upload an Excel file with all your contacts, or send your bulk messages right from your email. Ample options are available and we can provide technical assistance.
What makes directSMS different?
We guarantee our business-grade service and reliability with Australia’s ONLY 100% Money Back Reliability Guarantee. We can provide this money-back guarantee because we only use highest quality connections to the local networks. This ensures all your Australian messages are delivered (1) reliably and (2) within seconds each and every time. Guaranteed.
Businesses choose directSMS because:
- No set-up fees and no contracts. Try directSMS with no commitment
- Used by many businesses and trusted around Australia. As at April 2014, directSMS had business customers…and that number increases every day
- Used by some of the biggest brands in Australia, as well as one-person operations!
- Excellent service and delivery record with Australia-based service since 2003
- Excellent deliverability: the vast majority of texts arrive in seconds
- Easy to use—no software to install with full support
- Australian support to help with any technical questions
- Robust platform developed and hosted in Australia
Where is your SMS platform located?
The directSMS platform is hosted entirely in Australia. Sydney to be specific. Our platform utilises a virtualised server setup in order to ensure it is easily scalable, redundant and able to cope with ever growing traffic demand.
Your data stays in Australia ensuring you are in complete compliance with the new privacy laws.
What kind of customers do you work with?
Both large companies and smaller businesses. Clients include Jetstar, Toys R Us, AGL Energy, Harvey Norman, Fuji Xerox, LJ Hooker, QBE, Elders Real Estate. But we also proudly provide services for “micro” businesses. Many of our clients are one-person businesses.
How much do your services cost?
directSMS is highly affordable with a flexible fee structure. The costs depends on:
A. The grade of service you want to use. Guaranteed vs. StandardPlus.
B. The volume of SMS you will send. The bigger the volume, the cheaper the unit cost.
C. How you want to be billed. Pre-paid vs. monthly account.
To get a precise quote, request a free quote here. We will quickly email you a breakdown of the options – or customise a quote to your business.
What is the difference between Guaranteed and StandardPlus SMS?
Guaranteed SMS is perfect for real-time or mission-critical applications; Our Guaranteed SMS service is backed by Australia’s only 100% Money Back Guarantee and is the ultimate choice for when an SMS simply must get there on time. Guaranteed SMS guarantees your message will be delivered in seconds…or you don’t pay.
StandardPlus SMS is ideal for bulk messaging and "non-mission critical" uses. This option is highly cost-effective for uses including marketing and general notifications. With a super low cost-per-SMS, StandardPlus SMS helps you communicate effectively, affordably, and with a maximum Return on Investment (ROI).
If time of delivery is important, choose Guaranteed SMS. If it’s not, then StandardPlus SMS may be the best choice.
Will I be locked into a contract?
No. At directSMS, we offer a pay as you go (pre-paid) billing option with NO set-up fee and NO contracts.
Alternatively, you can use directSMS on a pay-by-the-month basis if that suits more. There are no long-term contracts or cancellation fees. If you cancel while using a monthly plan, you'll be billed for your current month, but you won't be billed again after your cancellation.
How do you achieve such high deliverability?
When you're investing in communicating with your prospects, customers, or staff, you want your messages to get to the recipients reliably and quickly. We've built exceptional relationships with Australia's leading telecommunications providers to build a strong network. In fact we guarantee it! Furthermore, we are the ONLY provider in Australia to offer a 100% Money Back Reliability Guarantee.
When do SMS credits expire?
Never! Your prepaid SMS credits will never expire.
Where are the terms and conditions for using your services?
All the terms and conditions governing the use of directSMS' services can be found here.
Rest assured, we hate SPAM as much as you do. Yours and your customer data is protected by the weight of Australia's privacy legislation. The only way we will ever pass your data to a 3rd party is if we ever get a court order or a request from a law enforcement body asking us to do so.
How do I get started?
It’s easy. Start a Free Trial or Register Now and fill in your details. Once you’ve completed the simple registration process, you can start sending messages. If you need any assistance during the process, call our hotline 1300 724 387 or email us.
Why do you want my mobile number when registering an account?
Mainly for security and verification purposes. The number you provide will be used to send the new account password and any password recovery messages in future. We won’t share it with anyone outside of directSMS
What are branded SMS messages?
Instead of sending messages to customers from a “random” mobile number, your messages will come from a name of your choice – like your company name! Your customers will always know that your messages are from you, increasing trust and brand consistency.
What are “two-way” SMS messages?
Two-way messages can be replied to by the message recipients! This makes two-way communication very easy. Replies can be viewed online, retrieved using one of our APIs, or they can be forwarded to you as emails. Our system automatically matches replies to the original message – which is perfect for times when answers to specific messages need to be tracked.
You don’t even need your own dedicated mobile number in order to receive reply messages. Best of all, don’t pay to receive replies.
Can I have replies on my “Branded” messages?
No. Once you strip away the sending number and replace it with your business name, people receiving the SMS can no longer reply back.
How can I receive SMS messages from my customers or staff?
There are three easy options for receiving SMS messages from your customers/staff:
- 2- Way SMS Messages: 2-way SMS messages can be replied to by the message recipients; the replies can be viewed online, retrieved programmatically using one of our APIs, or they can be forwarded to you as email messages. This approach uses random numbers from a pool of shared numbers to facilitate the receiving of replies. This means your customers can not save this number as your own in their phone. SMS messages received are only forwarded to you IF they were replies to one of your specific messages only.
- Dedicated Inbound SMS Number: You also get your own dedicated number to receive SMS. This also means that customers and staff can save this number as “XYZ Inc.” in their phone. Any SMS received on this number will be forwarded to you.
Web 2 SMS
What is Web 2 SMS? How does it work?
Web 2 SMS is our easy-to-use web platform. Send SMS directly from your web browser, with no software or technical skills required. Web 2 SMS is available as a standard feature for all of our customers – and includes advanced features like: an online address book, message personalisation, mail merge capabilities, 2-way messaging, bulk SMS, and SMS that can be scheduled in advance.
Mail Merge SMS (one of the tools in Web 2 SMS) allows you to send as many texts as you need while personalising each text with name, appointment time, and other information…all without typing each SMS manually.
Check out the video tutorials at the beginning of this page for an overview of the process.
Our support team can quickly and easily guide you through the process. Simply email us at email@example.com.
How do I purchase message credits?
You can quickly purchase message credits online to “top up” your pre-paid balance. Login into your account and click on the purchase credits link under the administration menu. This will take you to our secure online payment system.
You can top up your account using your credit card, Pay Pal, cheque or Electronic Funds Transfer.
How can I get an invoice?
Whenever you make a purchase, you will be presented with an invoice. If you need invoices for past transactions, simply go to the Invoice History page under the Administration – Reports menu to get access to all of your tax invoices.
Can I use Web 2 SMS to send SMS to groups/distribution lists?
Yes! Once you have logged into the system, you can add all your contacts under the address book menu, and then put them into groups/distribution lists that you can use for sending bulk texts.
Can I view a message log and usage history?
Yes, you can. To view usage reports, please login with your username and password and click on the message log link under the SMS Tools menu.
I sent a 2-way SMS, but the replies were not sent back to my email account. Why?
You need to update your user profile to receive 2-way SMS replies as an email message. This can also be done in the Manage User Accounts page. Alternatively, you can check the SMS Replies page under the SMS tools menu to see any unread replies.
Is there a limit on the number of users under my account?
No. You can create as many user accounts under your main account as you like. Create one for each user, application or department in your business. All users will share the same address book, blacklist and balance of pre-paid SMS credits.
This is a great way of tracking and reporting on account usage.
Email 2 SMS
What is Email 2 SMS? How does it work?
Email 2 SMS allows you to send an SMS from your email account. All you need do is send an email to <mobilenumber>@directsms.com.au (e.g. firstname.lastname@example.org) and the content of the email will be forwarded as an SMS to the mobile number specified.
Email 2 SMS is included as a standard feature across all of our plans – but it’s not turned on by default for security reasons. You can get this set up at any time by completing the Email 2 SMS Configuration under the Administration menu.
Please see the video at the top of the page for an overview and how to configure and use Email 2 SMS.
Do I have to register every email address I want to use to send Email 2 SMS?
No. We can configure our system to accept and process Email 2 SMS messages from a specific account or from a whole domain. We can configure the system to accept and process emails ONLY from one or more specific email addresses – or it can be configured to accept and process emails from any account at your domain.
Is there a limit on the number of email addresses I can send from?
No. Add as many addresses or whole domains as you like.
What are “inbound” messages and how much do they cost?
Inbound SMS allows your staff, customers, or prospects to get in touch with you by sending an SMS to a dedicated number. The text messages can be viewed online through our Web 2 SMS solution; or you can receive them as email messages instantly.
There are some inbound account setup costs and a flat monthly fee, on top of our standard pricing. After set up, you simply pay a monthly fee, and no extra costs…no matter how many messages you receive.
Ultimately, the cost depends on whether the number is bundled with one of our monthly plans or not.
You do not pay a per message charge for receiving SMS.
Inbound SMS numbers are NOT premium SMS numbers, so the sender is charged at normal rates by their mobile service provider – making it easier (and cheaper!) for your customers and staff to get in touch.
How do I know when I receive an SMS?
You can set up your directSMS account to send you each SMS as an email message when it is received. You can also view the messages online through the Web 2 SMS system, retrieve them using one of our many APIs or have our systems push them to your web server as soon as they are received.
What happens if my customers call my inbound number?
Dedicated inbound SMS numbers have SMS capabilities only. They do not provide any voice capacity at all. People who call your dedicated number will hear a recorded message from effectively saying “the number you have dialed is not connected”.
Can I forward the messages received to a group of people?
Yes. If you wish, you can forward all messages as SMS to one or more mobile numbers, contacts or groups in your address book. Alternatively, you can forward the messages as emails.
Can I reply back to customers who SMS my dedicated number?
Yes. The number can be configured to respond back with a standard response to every message received.
Alternatively, you can configure it to reply back with a message based on the keyword entered by the customer. E.g. If the customer sends in “Option A”, the system can respond with a predefined message containing information about Option A.
What will customers pay when they send SMS to my dedicated number?
Your customers will pay whatever rate they pay when they send SMS to a friend. Most mobile phone plans these days contain unlimited SMS for free.
These dedicated numbers are NOT premium rate numbers.
SMS Gateway & API
Can I integrate my system with directSMS’ SMS gateway?
You can integrate SMS messaging into your system using one of our APIs. directSMS have APIs in the following technologies: SOAP, HTTP and PHP.
All our APIs come with supporting documentation and sample code. For further information, please check our developers’ area.
I have my own IT system; can I use directSMS services to get my system to send and receive text messages?
We have a set of Application Programming Interfaces (APIs) that allow an external application or system to communicate with our SMS gateway. The developer page contains many code samples in different languages.
And if you do not want to use a programmatic approach, you can always use email to SMS.
How does directSMS send SMS messages?
We send all of your Guaranteed SMS messages through the local telecommunications providers including Telstra, Optus and Vodafone/3. We do not take any chances with the delivery of your messages.
We can guarantee 100% coverage to all networks in Australia (as well as delivery to many destinations overseas). How many of our cheaper competitors can make that claim?
As a matter of fact, we are the ONLY provider in Australia to give you a 100% Money Back Reliability Guarantee.
How long does it take for a message to reach its destination?
SMS is very similar in nature to email. Most messages arrive within a few seconds from sending. However speed can vary; if your network operator is experiencing network problems, your messages may be delayed.
I can see you send messages to Australia… Can you send SMS messages to NZ and the UK?
Yes, our systems can send SMS messages to NZ, the UK, and many other international destinations as well as Australia.
Does directSMS develop their own services or do they resell services from other providers?
We develop all of our services and platforms – and have been doing so since we started in 2001.
Can I send a “branded” 2-Way message?
Unfortunately no. You can either send a Branded 1-Way SMS or a 2-Way SMS. By replacing the sender ID on the SMS with your own “brand”, recipients will no longer be able to reply to the SMS.
What you can do, however, is to use “branded” SMS by setting the sender ID to be your own mobile number. This way when recipients reply, the replies are sent straight to your phone. The replies however will not be tracked by our systems.
Can I set the sender ID on branded messages to be my mobile?
Yes, you can set the sender ID to be your own mobile number.
This will ensure the following:
Message recipients can reply to your branded messages.
The reply message(s) will be routed straight to your handset.
The reply message(s) will be handled outside of directSMS’ systems. You will not be able to see them online. You will not be able to retrieve them via one of our APIs.
Why does your SMS have such high deliverability?
When you’re investing in communicating with your prospects, customers or staff, you want your messages to get to the recipients reliably and quickly. We’ve built exceptional relationships with Australia’s leading telecommunications provider to build a strong network that you can rely on. In fact we guarantee it!
Furthermore, we are the ONLY provider in Australia to offer a 100% Money Back Reliability Guarantee.