parcelLab SMS

Use the parcelLab SMS feature to proactively update your customers on their order status via text messages.

Overview

You can set up order and return status updates through SMS. Messages can be set up using the Trigger Builder and Conditional Placeholders.

SMS Out for Delivery Message

SMS Order Delivered Message

Configuring SMS Notifications using parcelLab SMS

The following sections describe the configuration required for SMS notifications when using parcelLab SMS.

SMS notifications from parcelLab can be customized to include a shortened link to a tracking page. This provides the option for customers to contact you or your customer service, since replies are not supported for SMS.

Sender names can be customized depending on which country you are configuring SMS notifications for as follows:

• In most European countries, the sender is an 11-character alphanumeric number that can be customized.

• In the USA or Canada, the sender is an actual phone number that cannot be customized. The sender can also be a shortcode that is unique to us as parcelLab.

For further details, please contact your parcelLab representative.

Customer Requirements

For the feature to work, we will need to receive information to complete the setup that includes:

• Whether you have an existing messaging service.

• The message body required.

• The triggers to be used.

To enable SMS communication, you need to provide the following information from your customers:

• Phone number

• Opt-in flag for receiving SMS notifications

You can also activate the SMS opt-in field on your Order Status page to allow your customers to opt in to receive SMS updates if this information has not already been provided. Submitting the SMS opt-in information (that is: phone number) will update the tracking object information.

For setting up the messaging service, you need to provide the following information:

• Countries in which the SMS will be sent

• SMS-friendly sender name (optional)

Depending on the country that you are sending SMS messages to, you may need to provide additional information about your company to register it as an SMS sender with the respective country’s telecommunication agencies.

For more information on this requirement, please contact your parcelLab representative.

Implementation Process

In this section, the next steps in the setup process are described.

SMS messages are sent from an Alphanumeric Sender (11 characters), a long code phone number, or a short code, depending on the destination country. The messages can include a shortened link to the tracking page with contact possibilities.

SMS messages are automatically restricted during default silent hours (10pm-8am local time of recipient), which cannot be changed.

A trigger will be sent to the messaging service’s system. Triggers include the full text message and translations.

Messages from Alpha Sender IDs will be outbound only; replies are not supported. We can track click rates, but not open rates.

Configuring Notifications from your SMS Provider

If you have an existing SMS provider, we can send triggers to their system that include the full text message and translations via webhook.

Customer Requirements

For the feature to work, we will need to receive information to complete the setup that includes:

• Credentials to your messaging service

• The message body required

• The triggers to be used

For more information on using your own SMS provider, please contact your parcelLab representative.

SMS Analytics in the parcelLab App

The Analytics module in the parcelLab App contains an SMS report within the Communication Insights dashboard. The SMS report provides an overview of the performance of SMS communications sent during the delivery process.

The core metrics are described in the following table.

Metric	Description
SMS Click Rate	Percentage of SMS messages that were clicked.
Number of SMS sent	Total number of SMS messages sent.
Clicks per SMS	Average number of clicks per SMS message.