SMS template

1. Create SMS template#

  1. Navigate to your project and go to Engage > Templates.

  1. Click Create new template > SMS.

  1. Create the template using the available options and click Save. For descriptions of each field, see the following table.

Template nameName the template. Name should be in lower case and you can only use underscore as a special character. Example: sms_name
Sender IDEnter the sender ID from which you want to send the current SMS.
Template IDUnique identifier of the SMS template approved by the DLT portal in India. It is a numberic value with length between 12 and 19 characters. You can find this against the template from the DLT portal of the brand.
LanguageChoose the language of the message.
Body textEnter the message body. To add variables such as verification code, payment links, or first nam, use {{ }}. For Example: {{CustName}}
To create a new variable, use the structure {{variable_name_comes_here}} - ie, the variable name between double curly brackets.

  • For Indian phone numbers, the details you add here should exactly be same as the one added in the DLT portal. Even slightest change in any of the details or template body will be rejected .
  • For some countries, details like entity ID and template ID will be irrelevant. In such cases, you can only add the Sender ID and template message you want to send.

2. DLT compliance for Indian users#

Distributed Ledger Technology (DLT) is an account which brands need to create by giving relevant business info. The DLT account is in place to prevent customers from being SMS-spammed.

Template content will undergo review by the DLT portal to ensure message quality. The template can be approved or rejected which you can check from the DLT portal itself.

DLT account is mandatory for the brands to communicate with the customers with transactional & promotional messages.

DLT registration can be done via one of the Telecom operators (in no particular order - Jio, Vodafone, Airtel, BSNL, Tata, PingConnect). does not recommend any DLT vendor here.

Common details that will be expected during the DLT registration are:

  1. Business PAN Number
  2. GST number (GST certificate)
  3. Business Established Certificate
  4. Complete Business Address
  5. Business Identity proof (PAN Card)
  6. GST registration
  7. Letter of Authorization

LOA Template.docx

2.1 Register as an enterprise/business entity/principle entity#

You can create the DLT account with your preferred telecom provider.

Search Google for <telecom_name DLT registration> (e.g, Airtel DLT registration) or refer to relevant link below. and Follow the steps as directed by the selected telecom operator.

  1. Airtel
  2. Jio
  3. Vodafone
  4. BSNL
  5. Tata
  6. PingConnect

Upon successful creation of the DLT account, your brand will be assigned with the 19-digit Entity ID.

2.2 Find the Entity ID#

On Airtel DLT: 👇


On Jio DLT: 👇


On Vodafone DLT: 👇


On Tata DLT: 👇


On PingConnect DLT: 👇


Charges involved#

  • Subject to the Telcom operator.

Turn around time#

  • 2 to 5 days (subject to Telecom operator).

Please use the brand’s email ID for the DLT registration.

2.3 Sender ID (or) Header creation & approval#

SMS Sender ID or SMS Header should be created in the DLT portal as follows:

  1. For Jio DLT → Refer this:
  2. For Airtel DLT → Refer this:
  3. For Tata DLT → Refer this:
  4. For BSNL DLT → Refer this:
  5. For Vodafone → Refer this:
  6. For PingConnect → Refer this:

Other information

Turn around timeThe Turnaround time (TAT) for successful/unsuccessful registration of Sender ID/Header will vary vendor wise and will be mentioned in the respective links. On an average, 2 days will be taken for approval or rejection of the Sender ID.
Template creation & approvalOnce the Sender ID/Header has been approved, next step is to proceed with template creation
TAT for approval or rejection3-5 days

2.4 Steps to create template#


The User interface may slightly differ for DLT portal from one telecom operator to other. Follow the specific steps as directed by the portal during registration. Below points are for overall understanding of the process.

  1. Choose the ’Template type’ as SMS
  2. Choose the ‘Type of communication’ as Promotional or Transactional as needed
  3. Choose the appropriate ‘Category’ of the business
  4. Choose from one or more already created headers
  5. Give an appropriate name to the template
  6. Write the exact message content with or without variables as per need
  7. Send for approval

2.5 DLT Limitations#

  1. Promotional are for non-customers.
  2. Service-explicit, Service-inferred/service implicit, transactional for customers.
  3. There is no limit on number of variables inside a template.
  4. A Maximum of 30 characters can be passed as a variable.
  5. Brand name should be mentioned in the message template.

2.6 Run campaigns#

Once the SMS channel configuration is successful, next is to send notifications.

Two types of notifications can be achieved with platform.

  1. Blast campaigns to a large audience using the Campaigns manager
  2. 1-o-1 transactional updates to the customers

For bulk outbound campaign:

If the bot is on the app platform, use the Engagement module to send blast campaigns. For transactional updates, it should be handled by the bot developer at the bot level.

Sending blast campaign from the engagement platform:

  1. Upload the CSV in the audience
  2. Create a segment based on the desired ‘tags
  3. Schedule campaign

If the bot is on the cloud platform, to run blast campaigns:

  1. Go to Engage > Templates > Select SMS > Create the same template that you created and got approved in the DLT portal. Ensure you add the exact details as added in the DLT portal - without any changes in the linespace, case (upper/lower case) and
  2. Add the audience CSV
  3. Schedule the campaign as explained in .

for transactional 1-o-1 updates 👇

If the bot is on cloud platform

  1. Go to Engagement > Templates > Select SMS > Create the same template that you created and got approved in the DLT portal. Add the exact details as added in the DLT portal. Make sure the message content is JUST THE SAME without any changes in the linespace, case (upper/lower case) and such
  2. Make use of the V2 Notification API and/or Workflow campaign as per need.

What next?

After creating an SMS template, create an SMS campaign as explained here