📝 Overview

Staff can send text messages to customers and automatically send event reminders at no additional cost.

SMS messages are delivered using a carrier email-to-SMS gateway system. Because this method depends on mobile carrier support, delivery may vary by provider.

Several major carriers have discontinued or are phasing out support for email-to-SMS gateways. As a result, some text messages may fail or deliver inconsistently.

This article explains how SMS works, setup requirements, and current limitations.

⚙️ How SMS Works

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A staff member sends a text message or an automated reminder is triggered.
The system converts the message into an email format.
The email is routed through the customer’s mobile carrier gateway.
The carrier converts the email into a text message and delivers it to the customer’s device.

⚠️ If the carrier blocks or discontinues its email-to-SMS gateway, the message will not be delivered.

🔑 Requirements for SMS Delivery

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For a customer to receive text messages:

The customer must opt in to receive text messages.
A valid mobile phone number must be saved in their profile.
The correct mobile carrier must be selected.
The carrier must still support email-to-SMS gateway delivery.

If any of these conditions are not met, delivery may fail.

📍 Where SMS Is Used

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SMS messaging is available in:

Customer Search and Text
Automated Event Reminders

Both features rely on the same carrier-based delivery method.

📵 Carrier Support Changes

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Several major U.S. mobile carriers have discontinued or are phasing out support for email-to-SMS gateway services, including:

AT&T
Verizon
T-Mobile

Because some carriers are rolling out changes gradually, delivery may appear intermittent. A message may succeed for one customer and fail for another depending on their carrier.

There is no configuration change within the software that can override a carrier’s decision to block or discontinue gateway services.

🔄 What This Means for Your Organization

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You may notice:

Some customers receive texts successfully.
Some customers do not receive texts at all.
Delivery appears inconsistent.
Automated event reminders may not reach all recipients.

This is not caused by incorrect setup. It is the result of carrier-level changes.

🚀 Future Direction for SMS Delivery

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📣 Looking for a more reliable SMS solution?

Some organizations may benefit from using a third-party SMS provider that connects directly with carriers rather than relying on email-to-SMS gateways. Services such as Twilio typically offer more consistent delivery and message reporting.

Learn More

💡 Pro Tips

📱 Verify carrier accuracy - If a customer reports not receiving texts, confirm their mobile carrier is correct in their profile.
📋 Encourage email reminders as backup - Enable email event reminders to ensure customers still receive important notifications.
🔄 Set expectations with staff - Inform front desk teams that SMS delivery may vary by carrier.
📊 Monitor delivery patterns - If multiple customers from the same carrier report issues, it may be related to carrier gateway changes.

❓ Frequently Asked Questions (FAQs)

Find answers to common questions or additional details that may not be covered in the main instructions.

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Why are some customers receiving texts while others are not?

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SMS delivery depends on the customer’s mobile carrier supporting email-to-SMS gateway services. Some carriers have discontinued this support, which may result in inconsistent delivery.