SMS and invoice sending

SMS has its own registry of message types, separate from correspondence types. Each type knows which customer opt-in it respects, which sending path uses it, and what its message says.

What you need: the Credit Control section and permission to see SMS types. Editing a message body needs edit permission on SMS types; without it the body is shown read-only.

The list

Columns are the type, its opt-in, whether it has its own body or inherits the platform default, how many were sent in the last 30 days, and what uses it.

The type shows whether chase stages can use it and which sending path prepares it. Invoice-issued SMS requires an explicit invoice send request.

Editing a message body

Opening a type shows how many have been sent, which opt-in governs it, and whether chase stages use it. Where they do, a note reminds you that changes apply to those sends immediately.

The Delivery panel states who receives it: contacts who have enabled the named SMS preference, and whether it is available to chase stages.

The Message body box takes plain text only. The available merge fields are listed under it, covering the provider name, account number, amount, due date, reference, last digits of the instrument, summary text, invoice number, invoice download link, payment link and status.

Two things about merge fields: only the fields that this type’s sending path actually fills are substituted, and a field the path does not fill may block the send. Use the ones listed for the type you are editing.

A standard GSM SMS can use up to 160 character units in one segment. Longer messages use 153 units per segment.

Unicode messages use 70 units for one segment or 67 per segment when split. Some characters use extra units. Check the final segment count after links are prepared.

Save body stores it. Revert to default body removes it so the type inherits the platform default again.

Important: this page reads and writes the platform-wide body only. Any group, department or user overrides you have configured are never read, replaced or deleted here.

Where SMS is used

• Chase stages with an action type of Send SMS name an SMS type. See Chasing.
• Invoice-issued SMS is requested using Send by SMS or Send invoices and SMS. Producing or recreating a bill does not request it.
• Payment notifications, including invoice-due and collection notices, follow their configured background sending paths and contact preferences.

Marketing SMS is not sent from these types. It would need its own type and its own consent field, never one inferred from a credit-control opt-in.

Provider setup

Open Integrations > Twilio to choose the platform SMS service or your own account. See Twilio setup.

On non-live platforms, SMS can reach explicitly configured Test Destinations. An empty destination list permits no outbound SMS. Check the permitted handsets before testing.

Send invoices in bulk

What you need: Credit Control access, permission to email invoices and the relevant SMS/contact permissions. Invoices must meet approval and delivery requirements.

Billing staff should select the invoices and recipients they intend to contact.

1. Open Credit Control > Send invoices and SMS.
2. Filter by customer, dealer, date and invoice state.
3. Select the invoices and choose SMS, Email or Both for each.
4. Check the recipients and message previews, then submit the selected requests.
5. Review progress and any errors. Some recipient requests may succeed while others need correction.

Saved contacts follow the relevant notification preferences. One-off mobile numbers require active Low Expert Mode and send permission.

For one invoice, use Send by SMS on its record.

Approve prepared SMS

Open Prepared SMS to review messages awaiting approval. Select only the messages ready to send and use the approval action.

Approval processes the request through the normal sending checks. It does not mean the handset received the message.

Check progress before retrying

Requests continue after you close the progress page. The history distinguishes preparation, queueing, provider acceptance, delivery and failure.

The platform checks existing in-flight requests and recipient eligibility. Check the recorded status before requesting another send.

Confirmed invoice SMS delivery counts as invoice delivery and can release configured automatic collection. Provider acceptance alone does not.

Secure links and message history

Invoice messages can include a protected invoice list. It offers only the invoices included in that message and checks PDF availability when opened.

SMS invoice-list links expire after seven days. A separately generated invoice landing link uses its chosen expiry.

The sending process prepares links and the final message before submission. Saved custom bodies remain in use, with supported merge fields filled for that sending path.

Backend previews and history show stable secure-link references instead of exposing the customer’s access URL. The customer receives the usable link.

Optional short links are configured under the SMS module. A registration failure before submission can be retried through normal processing.

An unknown provider outcome needs investigation first. Do not treat it as a confirmed failure or blindly send another copy.

See invoice landing pages for the customer’s payment and question options.