FAQ

For merchants

Does the SMS replace the email?

No. Send SMS is added next to Send email in the same flow; both are sent. If the SMS cannot be sent, the email still goes out.

Are there ready-made templates?

No. Create a template for each event you want to text about. Create an SMS template walks you through it, and Send SMS from a flow shows which flows to use for which moment.

Which provider should I choose?

Termii and Africa's Talking have direct carrier routes in West and East Africa respectively, Sendexa covers Ghana, and Twilio works internationally. Configure the one that covers most of your customers as the default, and a second as fall-back. See Providers & routing.

Why is no provider selected by default?

Choosing a provider decides who carries your customers' data and what you pay. The plugin leaves that decision to you.

My customers are never asked for a phone number. Why?

Shopware's phone field is switched off by default. Turn on Show phone number under Settings → Log-in & sign-up — see Phone numbers & dial codes.

Why is the country preselected in the storefront phone field?

The list starts on the country of the storefront (sales channel), or on the Default country dial code if the storefront has no country. Customers can choose another country.

Does the counter show exactly what I will pay?

No — it counts the template including placeholders, not the finished message. See the counter explained.

Which phone number is used?

The phone number on the order's billing address; for customer events (registration, password reset) the customer's default billing address. Local numbers starting with 0 are expanded with the Default country dial code.

What happens if a customer has no phone number?

The SMS is skipped and logged. Nothing else in the flow is affected.

How much does a message cost?

Your provider bills per segment: up to 160 plain characters (70 with emoji or special characters) for one segment. The template editor counts segments for you.

Can I send marketing SMS?

The plugin sends through Flow Builder events — it is built for transactional messages. There is no bulk or campaign feature.

Can different storefronts use different providers or senders?

Yes. Every setting can be set per sales channel.

Why can't my staff edit SMS templates?

Known issue in 0.9.0-beta.1 — only Administrator users can. See Known issues.

Can I see whether a message was delivered?

With Termii, delivery reports are received and written to the SMS log. Other providers' reports are not supported yet.