A sending strategy lets you prioritize a sending method (email or SMS) when both sending methods are enabled on your account. This strategy applies to all your sendings, whether manual or automated.
Available sending strategies
There are 3 sending strategies:
Prioritize SMS sending
If the customer does not have a mobile phone number, they will receive the survey by email.
Prioritize email sending
If the customer does not have an email address, they will receive the survey by SMS.
Use both methods
Attention: We do not recommend using both methods at the same time. A customer may receive the survey by email and by SMS, which can feel too pushy.
How to change your sending strategy
Click your name in the top-right corner.
Click “Settings”.
Go to the company settings.
Click "Edit" to change the strategy if needed.
Scroll down to the sending strategy section.
Save your changes.
Recommended approach
We recommend using the strategy that prioritizes SMS sending if this option is available, since it typically delivers a better response rate.
With this strategy, all sendings (automated or manual) will be sent by SMS until you reach your monthly SMS limit.
Once the limit is reached, sendings will be sent by email until the end of the month.
If you have any questions, feel free to contact us via the chat.