Everbridge SmartPath: Single SMS
Everbridge SmartPath is a suite of features to ensure the reliable delivery of your messages. This includes the structuring of messages to optimize throughput in all communication channels, evaluating channel message delivery and message failure history, intelligent routing of messages to avoid potential delays or failure of delivery of messages, and recommending optimization of your message credit allowance.
This article describes the Everbridge SmartPath: Single SMS feature. For more information on the Everbridge SmartPath suite of features, please see Knowledge Base Article 000046117 - Everbridge SmartPath: Unique intelligent Delivery.
Everbridge SmartPath: Single SMS Overview
One feature of SmartPath is Single SMS. This feature impacts only the SMS delivery methods (SMS [x] or One Way SMS).
The functionality of all the other delivery methods are not impacted by the changes described in this presentation, i.e. you can still send long messages to email, voice, fax, and other paths.
Today in Everbridge Suite
Global SMS Challenges:
After Single SMS is Activated
The Everbridge application will send a maximum of 160 characters to SMS.
The final length of the message will depend on the characters in the message, but the Single SMS feature is intended to maximize deliverability by ensuring the message is not classified as “long” by mobile service provider networks.
NOTE: In addition to addressing the technical challenges noted in the "Global SMS Challenges" section, a single SMS segment will help keep your messaging credits with SMS to a minimum.
Single SMS Functionality
Notification or Incident
Single SMS capability uses only:
Standard message type (not Polling or Conference)
SMS Delivery method selected (SMS X or One-Way SMS)
|Applied to all contacts in notification
Inbound SMS messages are not impacted by this feature:
|Applied to Standard message type
|Link to full message page
|Member Portal Publishing Option
SMS Message Parsing and Concatenation
A high volume of long SMS messages from many sources can and have congested mobile networks; some congestion incidents have delayed the delivery of messages for several hours at a time.
Mobile service providers will parse (or split) a “long” SMS message into smaller pieces if the message is longer than 160 characters (for GSM characters) or longer than 70 characters for non-GSM characters.
The mobile network sends the “pieces” of the message along with a header in each piece to instruct the receiving mobile device how to reconstruct the original message.
Device OS determines if and how to reconstruct the original message and display as one message.
If the total length of the SMS message is longer than 160 characters (including confirmation instructions),
then Everbridge Suite will truncate the length of message to maximum allowed for a single SMS, insert the link to the full message, and append the confirmation instructions.
before sending the SMS message to the mobile service provider.
If there is a full message link in the SMS message,
then the mobile phone will open the browser page to display the full message including confirmation option.
Mobile phone providers will parse a message into 70 character pieces if a message contains at least one non-GSM character.
NOTE: Bullets in messages are non-GSM characters.
Generated URL to Full Message Page
The generated URL to the full message page has the following attributes:
Links generated by Everbridge will always conform to one of the URL formats noted above. If any other link(s) appear in the SMS message, then that link is part of the message body of the notification and not generated by Everbridge.
To ensure the security of your data, the full message body webpage hosted by Everbridge at evb.gg or evbg.eu uses TLS 1.3.
Message Display Variations Depending on Device
Depending on the mobile device, the SMS options configured on the device, and the operating system of the device, the link in the SMS message may vary in how it is displayed. Some devices may display the link as part of the same message, some devices may display the link in what appears as a separate message, some devices may display a web preview of the link, and so forth.
This feature will also apply to languages read/written from right to left.
This feature will handle all SMS messages the same way in terms of limiting the number of characters displayed in the message.
For how long will the link to the full message page be available?
You can configure the length of time the webpage containing the full message (linked from the short URL in an SMS message) is available for after the notification is launched. You can configure this in Settings > Organization > Notifications > SMS Options > SMS URL Duration.
Message Sender Experience
In Settings > Notifications > SMS Options, you will see Single SMS enabled at the top.
New Notification Page
On the New Notification page (Notifications > +New Notification) at the bottom of the message body section, you should see a message about the SMS length. By default, this is 160-SMS and decreases as you type in a message.
|This is also true with the Use custom SMS message option:
Incident Template - Outgoing Message
On the New Incident Template page (Incidents > Templates > New Incident Template > Outgoing Message) in the far right column at the bottom of the message body section, you should see a message about the SMS length. By default, this is 160-SMS and decreases as you type in a message.