If your customers are not receiving surveys by SMS, there are several checks you can perform depending on whether the send is manual or automated. In most cases, the issue is related to reaching your monthly SMS limit.
If the limit has been reached, you can add an SMS add-on by going to “Billing”: click your name in the top-right corner, then “Billing”, scroll down to the Addons, and click “Increase” to add a 350 SMS per month add-on.
1. Check whether the SMS limit has been reached
Make sure the monthly SMS limit included in your InputKit plan has not been reached in your billing settings.
2. Manual sends
If you are sending manually (for example, via an Excel file), check the following:
Phone number column: the import file or form must include a column reserved for the phone number.
Field mapping: during the field mapping step, make sure the column containing phone numbers is not mapped to “Ignore”, but to “Phone”.
Without this, no SMS can be sent even if the information is present in your file.
3. Automated sends
If sends are automated through an integration (for example, Dentitek, Medesync, Progitek, etc.):
Go to the left menu > “Feedback”, then open the “Sendings” tab.
Click on the relevant send to view the send details.
Check whether there is a “Phone Number” line in the information window.
If no phone number is displayed, it means your software is not sending that information to InputKit.
In that case, it may be because:
The software is not configured to transmit mobile phone numbers.
The phone number field used in your software is not the one read by the integration.
The customer does not have a mobile phone number saved in the system.
Note: Contact us so we can confirm the exact cause with you.
If you have any questions, feel free to contact us via the chat.