Problem

Custom SMS messages that are longer than 160 characters (or 70 characters if UCS encoding is used because of special/non-GSM characters) are missing a link to the full text message. If confirmation is enabled in the message, the limit is reduced to 120 characters so that the confirmation link can be included in the message. (Notifications > + New Notification).

Message titles, if included in SMS, also count toward these character limits. Messages that exceed the applicable limit are truncated and a link is appended when configured to do so.

Root Cause

This issue occurs if you enable the Use custom SMS message option in a notification and do not check the Add Web Page Message option in the Message template.

Additionally, if the message contains special or non-GSM characters (such as bullets or accented characters), the encoding changes to UCS. This reduces the per-message character limit from 160 to 70 characters and can cause earlier truncation than expected, especially when the SMS title is included.

Solution

There are two approaches to handling longer SMS messages:

Option 1: Using Web Page Message
When creating a custom SMS message using the Use custom SMS message parameter, a link to the remainder of the message in the form of a custom Web page can be appended to the SMS message by checking the Add Web Page Message parameter in the Message template.

To maximize the character count for SMS messages, copy the content from the Email Message into the SMS Web Page Message section when using the Add Web Page Message feature. This allows recipients to view the full message content even if the SMS is truncated.

Option 2: Extended SMS Options
For situations where you need to send longer SMS messages without creating a web link, you can request access to extended SMS options through your Everbridge account manager:

• Single SMS message Plus – Allows up to 450 characters
• Single SMS message Super Plus – Provides unlimited SMS messaging

Best Practices to Ensure Full Message Visibility
To ensure all employees can view the full SMS notification:

• Review message length and keep SMS notifications under 160 characters when using standard GSM characters
• If your message contains special or accented characters, assume a 70-character limit and adjust the content to avoid unexpected truncation
• Remember that the SMS title (if included) counts toward the total character limit
• Utilize the Web Page Message feature to include a URL in notifications that may exceed the applicable character limit
• Test messages before sending to confirm they display correctly

For more information about SMS links, see knowledge article EBS: Under What Conditions Are Links Appended to SMS Messages in Everbridge Suite?