On the Zonka Feedback platform, you can use your own SMS Gateway Provider account to send SMS Surveys to your customers.
In this section
Ways of sending SMS Surveys
Even if you're connecting your own SMS Gateway Account, you can use any way of sending SMS Surveys. This includes:
Sending SMS Surveys from Zonka Feedback Platform
Trigger SMS Surveys via Integrations
Trigger SMS Surveys via APIs
In this scenario, the surveys and SMS body would still be customized on the Zonka Feedback platform. Only the triggering of the SMS would happen from your SMS Gateway account.
Supported SMS Gateways
Currently, Zonka Feedback supports two SMS Gateways.
Twilio — ideal if you're sending SMSes globally and to multiple countries together.
SMS Gupshup — ideal if you're sending SMSes to India and globally.
Coverage and deliverability would vary for both the platforms. It is advised to please confirm with the companies before signing up for the accounts and connecting to Zonka Feedback.
Adding your Twilio Account to Zonka Feedback for SMS Surveys
To get started, you can either use your existing Twilio Account (if you have one) or sign up for a new account. Once you have your Twilio account ready, follow the steps below to connect your account to Zonka Feedback and start sending personalized SMS Surveys to your customers.
Navigate to the Settings > SMS Gateway
Choose 'Add own SMS Gateway'
You will see a form to add details for your Twilio Account
Choose SMS Gateway: Select Twilio
Twilio Account SID: Add your Twilio Account SID. This is used for API access. You can find this on the dashboard after logging into Twilio.
Auth Token: Add your Twilio Auth Token used for API access. You can find this on the dashboard after logging into Twilio.
Phone Number, Sender ID or Twilio Messaging Service ID: The number or ID that will be used as the ‘FROM’ number when sending an SMS message. This may be one of the following:
A specific number, e.g., 13531234567. This must be a number purchased in your Twilio account. Always include the country code at the beginning of the number.
An Alphanumeric senderId, e.g., ZONKAF. Please note this must be set up in Twilio to be supported.
A Twilio Messaging Service ID. Please see Twilio’s documentation on Messaging Services. Messaging Service Ids start with MG and are found under the Properties section of the Messaging Service tab after logging into Twilio.
(Please see Twilio’s documentation for detailed information on these values.)
Save these credentials to connect your Twilio SMS Gateway with Zonka Feedback and start sending SMS Surveys.
📖 Note Only admins can manage the SMS Gateway settings. |
Adding your SMS Gupshup Account to Zonka Feedback for SMS Surveys
To get started, you can either use your existing SMS Gupshup Account (if you have one) or sign up for a new account. Once you have your SMS Gupshup account ready, follow the steps below to connect your account to Zonka Feedback and start sending personalized SMS Surveys to your customers.
Navigate to the Settings > SMS Gateway
Choose 'Add own SMS Gateway'
You will see a form to add details for your SMS Gupshup Account
Choose SMS Gateway: Select SMS Gupshup
Username: Enter your SMS Gupshup account username
Password: Enter your SMS Gupshup account password
Save these credentials to connect your SMS Gupshup Gateway with Zonka Feedback and start sending SMS Surveys.
📖 Note Only admins can manage the SMS Gateway settings. |
Adding other SMS Gateways
If you'd like to integrate another SMS Gateway besides Twilio or SMS Gupshup, please connect to your Account Manager or write to us at hello@zonkafeedback.com.
📖 Note Integrating other SMS Gateways is supported in Enterprise Plans only. |
SMS Charges
Based on the SMS Gateway you are using and the country you're sending SMSes to, you would be charged directly by the SMS Gateway. Information for the charges would be found directly on your SMS Gateway website.
Monthly SMS Surveys Limit
The number of SMS Surveys you can send from the Zonka Feedback platform depends on the plan you're on.
Plan | Number of SMS Surveys |
Survey & CX Starter | 2,500 SMSes/mo |
Survey & CX Professional | 10,000 SMSes/mo |
Survey & CX Growth | 50,000 SMSes/mo |
Survey & CX Enterprise | 50,000 SMSes/mo |
📖 Note You can add more SMS sends per month in any plan on additional charge. |
FAQs
In which cases should I choose adding my own SMS Gateway?
Using your own SMS Gateway is ideal in the following scenarios.
You already have your own SMS Gateway account and would like to continue using the same.
You would like to have greater access to your deliverability reports
What are the other ways to send SMS Surveys through Zonka Feedback?
If you would like to start sending SMS Surveys and not bother connecting your own Gateway, you can simply choose to use Zonka Feedback's SMS Gateway Account.
Can I change my SMS Gateway Account later?
Yes, please contact your account manager or write at hello@zonkafeedback.com to assist you with resetting your SMS Gateway settings.