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If the message is intended from a mobile worker, please ensure that the mobile worker is properly setup for (Configure a Mobile Worker for Messaging).  Make sure the phone number is in the correct format (includes the country code and phone number.  For example, 19058131234 will work for a Canadian number or 919560187612 for an Indian number).

Please note, for the India Unicel gateway, the user will need to opt into messages from Dimagi. Please see this help page for more information.

Case - Ensure Correct Phone Number & Case Name

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For any SMS pricing questions, please refer to https://dimagi.atlassian.net/wiki/spaces/commcarepublic/pages/2143950358/CommCare+Pricing+FAQs#Fees-for-SMS

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SMS Troubleshooting

In what ways does CommCare Messaging most often break?

• Phone number configuration issues

  • The contact_phone_number is incomplete

  • The contact_phone_number is missing a country code

  • The contact_phone_number is not verified. Complete verification workflow for mobile workers. For cases, save and update the case property.

• Gateway goes offline

  • Gateway runs out of credit for sending messages

  • The SIM card is disconnected by the mobile operator for exceeding SMS volume thresholds.

• SMS Reminders are not activated

How do you test that the project messaging is set-up correctly?

• Message Log: Start by reviewing the message log to review any test data.

• Reminder Calendar: Check the reminder’s calendar to see the upcoming messages for your configuration.  Select one of the calendar message recipients.

• Contact: Review the case data of an active case and any relevant case properties

• Reminders: Open up reminders, verify case properties that serve as triggers.

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SMS Basics

Can I send SMS reminders over e-mail? 

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• CommCare Messaging does not support USSD

• USSD stands for Unstructured Supplementary Service Data.

• If your project requires USSD, consider using a system like Telerivet. Telerivet's USSD Expansion pack enables you to send USSD requests and receive replies via Telerivet, allowing you to check and recharge your phone's balance and interact with mobile banking services.

How do I specify a language for sending messages?

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Answer: The "Custom Immediate" schedule type is a custom schedule where the events are defined by waiting a certain number of minutes after the last event. This use case has caused some confusion, especially when used with a repeating schedule, so it's use is discouraged and support for this use case is limited. As a result, you can create new alerts of this type but there are some parts of it that will not be editable. You can still edit the message content that is sent, however. If you need a custom schedule type, consider using the Custom Daily schedule which is a much more robust custom schedule type and allows editing of events.

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SMS Reminders

How do I reference a case property in an sms reminder? 

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• A multi-event reminder starts at Day 0. Each day thereafter increments by 1. 

• If your reminder is activated on Monday, Day 1 is a Tuesday, Day 2 is a Wednesday and so on.

QA and Troubleshooting

In what ways does CommCare Messaging most often break?

• Phone number configuration issues

  • The contact_phone_number is incomplete

  • The contact_phone_number is missing a country code

  • The contact_phone_number is not verified. Complete verification workflow for mobile workers. For cases, save and update the case property.

• Gateway goes offline

  • Gateway runs out of credit for sending messages

  • The SIM card is disconnected by the mobile operator for exceeding SMS volume thresholds.

• SMS Reminders are not activated

How do you test that the project messaging is set-up correctly?

• Message Log: Start by reviewing the message log to review any test data.

• Reminder Calendar: Check the reminder’s calendar to see the upcoming messages for your configuration.  Select one of the calendar message recipients.

• Contact: Review the case data of an active case and any relevant case properties

• Reminders: Open up reminders, verify case properties that serve as triggers.

Is testing SMS as difficult as it was a couple years ago?

• Testing SMS is difficult. Without close monitoring, SMS systems can fail silently. If you experience an error please reach out to support@dimagi.com.