Hello there,

Thank you for reaching out to us.

1. For the first issue related to this

Ԁ̙ȁ Ԁ Ԁ͊Ȃ ԀͶ We will look in to it but not sure if we can help since this is sent via Twillio whic is one of the largest online SMS providers

2. For 2 segments issue if your language has characters that are not in the list of GSM characters (for example ț, ć, or a dash ( – ) instead of a hyphen ( - ) - notice the length between the two), those characters convert the text from GSM to Unicode. When that happens, the number of characters per SMS segment is reduced from 160 to 70.

You can read more about this here, but in short - GSM (standard, Latin letters) messages contain 160 characters. Large messages are segmented into 153-character segments and sent individually, then rebuilt by the recipient's device. For example, a 161-character message will be sent as two message segments, one with 153 characters and the second with 8 characters.

If you include non-GSM characters like Eastern European characters in SMS messages, those messages have to be sent via UCS-2 encoding. Messages containing any UCS-2 characters are limited to 70 characters and will be concatenated into 67-character message segments, even if the messages contain less than 160 characters.

So, your messages are actually split into segments, and each segment is charged as a single message. You can go to Amelia/Notifications/SMS Notifications/SMS History, and in there, you will see a column "Segments", where you will see how many segments were actually used.

The only way around this is to reduce the number of characters in the SMS template and/or remove the special characters that are not in a basic Latin keyboard.

A good tool to see how many characters are used, and if they are in GSM or Unicode can be found here, so you can use that tool to calculate the templates before creating a template. Please note that, if you're using Notification Placeholders, they won't be taken into account, but instead the value they are replaced with, so if your template looks like this:

"You booked an appointment with %employee_full_name%"

It will not be 51 characters long (the length of the template, but the length of the name that replaces the placeholder. For example:

"You booked an appointment with Aleksandar Vukovic"

So, 49 characters long.

3. Since you are receiving SMS messages everything is working fine and there are no issues.

The only reason why some customers might not receive SMS messages 

depends on which country they are in and if their number is part of the national DNC ( Do not contact) list.

You can see more details about the DNC explained here.

Our SMS provider is US-based, Twilio, so this national DNC comes into play in regard to SMS messages. 

Hello again,

Please provide me a temporary WP-admin (administrator) user for your site where this happens, so we could log in and take a look ‘from the inside’ as that’s the most efficient way to see and resolve the issue. 

We do not interfere with any data or anything else except for the plugin (in case that’s a production version of the site), and of course, we do not provide login data to third parties. 

You can write credentials here just check PRIVATE Reply so nobody can see them except us.

Hello again,

We will take a look at this now and we will reach out to you again on this ticket as soon as we have more information

Hello again,

We can see that your customers do get notifications and as far as we can see there are no strange letters

Also, we sent one SMS to our device to check this and we so not see strange characters you can see that bellow

As far as we can see everything is working fine we do not get those characters and we can see that no such characters were sent to your customers and they did got the notifications. The only customers that do not get notifications are the ones that do not enter their phone number.

We wish you all the best and hope you have a wonderful day ahead.