Who Is This For?
StoreHub merchants who want to send SMS messages to their customers for promotions, seasonal greetings, or updates.
Overview
StoreHub lets you send SMS messages to your customers directly from BackOffice. There are two ways to send SMS:
Bulk SMS (select customers from your customer list and send a message)
One-Time SMS Campaigns (set up a custom campaign through StoreHub Engage with brand name and insights tracking).
This article covers both methods, including how to purchase SMS credits and set up auto top-up.
Before You Begin
Access to BackOffice.
A stable internet connection.
Advanced or Pro plan subscription.
SMS credits (you can purchase them in BackOffice, see below).
For One-Time SMS Campaigns: you must be subscribed to StoreHub Engage.
Notes:
The character limit for one SMS is 156 characters (Malaysia) or 160 characters (other countries).
If the SMS contains Unicode characters (e.g. Chinese, Thai, emojis), the limit is reduced to 66 characters (Malaysia) or 70 characters (other countries).
Messages longer than the character limit will be split into multiple SMS and charged accordingly.
Each SMS Blast costs 1 credit, while StoreHub Engage Campaigns cost 1.5 credits per SMS.
The default price per credit is 0.10, and purchasing credits in bundles can help you save more on each credit.
Step-by-Step Guide
Purchase SMS Credits
You need SMS credits before you can send messages. Each SMS costs RM 0.10 per message.
1. In your BackOffice, go to 'Billing', then click 'SMS Billing'.
2. Choose the number of SMS credits from the options provided (or enter a custom amount), then click 'Top-up Credits'.
Notes:
The minimum top-up is 500 SMS credits (RM 50).
Bulk purchases of credits come with up to 15% discount.
3. Choose your payment method (Online Banking or Credit Card) and click 'Proceed to Payment'.
Notes:
Online Banking is not available for Singapore and Philippines.
Payment methods shown are for personal accounts only, not corporate accounts.
Set Up Automatic SMS Credit Top-Up
You can set your SMS credits to auto top-up so you never run out.
1. In your BackOffice, go to 'Billings', then click 'SMS Billing'.
2. In the 'Auto Top-up' section, click the toggle to enable it.
3. In the 'When SMS Falls Below' field, set a threshold that triggers the auto top-up (minimum 100 credits).
4. In the 'Auto Top-up' field, enter the number of credits to reload each time (minimum 500 credits, must be equal to or more than your threshold).
5. Read the terms, tick the checkbox, and click 'Save'.
Send Bulk SMS
1. In your BackOffice, go to 'Customers'.
2. Tick the checkboxes next to the customers you want to message.
Notes:
Click 'All' to select every customer in your database.
Click 'Visible' to select only customers on the current page.
You can use the search bar to filter customers by name before selecting.
3. Click 'Send SMS'.
4. Enter your message (maximum 160 English characters) and click 'Send'.
Note:
To verify the SMS was sent, also send it to a number other than your business mobile number (e.g. a friend, relative, or staff member).
Send a One-Time SMS Campaign (StoreHub Engage)
One-Time SMS Campaigns let you set a brand name, send custom messages, and track campaign insights. This feature requires a StoreHub Engage subscription.
Option A: From the Engage Page
1. In your BackOffice, click 'Engage'.
2. Go to the 'Custom Campaign' section and click 'One-Time SMS Campaign'.
3. You will be redirected to the Customers page. Continue from step 3 below.
Option B: From the Customers Page
1. In your BackOffice, go to 'Customers'.
2. Select the checkboxes next to the customers you want to send SMS to, then click 'Send SMS' at the top of the list.
3. On the 'Send SMS' page, enter the Brand Name you want displayed at the start of your SMS (e.g. 'Jupo Store').
Note:
Choose a brand name your customers will recognize, so they know the message is from your business. This is required to comply with messaging guidelines and prevent messages from being blocked.
4. Enter your message and click 'Confirm'.
View SMS Campaign Insights
After sending a One-Time SMS Campaign, you can view performance metrics.
1. In your BackOffice, click 'Engage'.
2. Go to 'Campaign Insights' and scroll to the 'One-Time SMS Campaigns' section.
3. You can see Total Customer Reach, Total SMS Sent, and Estimated SMS Costs.
4. Click 'View Details' for a full breakdown of the campaign.
5. In the 'Log' section, you can see past SMS messages and credit usage. Click 'Download' to export as Excel or CSV.
Notes:
A single download can contain up to 5,000 logs. If you have more, use the date filter to reduce the range.
If you download as CSV and open with Excel, phone numbers may not display correctly. Download as Excel format instead.
Troubleshooting
Issue | Solution |
SMS not received by customer | Check that the customer's phone number is in the correct format with country code. Also try sending a test SMS to a different number to verify the feature is working. |
SMS split into multiple messages | This happens when the message exceeds the character limit (160 for English, 70 for Unicode). Shorten your message. There is also a known issue with Digi (Malaysia telco) where messages may split even within the character limit. |
Cannot top up SMS credits | Make sure you have a valid credit card saved in Settings, then Billing, then Plans. The minimum top-up is 500 credits. The top-up button may be disabled if you are subscribed to Engage with active notifications. |
'Send SMS' option not visible | This feature is only available on Advanced and Pro plans. Check your subscription plan in Settings, then Billing. |
Campaign insights not showing | Campaign insights are only available for One-Time SMS Campaigns sent through StoreHub Engage. Bulk SMS sent via the Customers page do not generate campaign insights. |
FAQs
1. What is the difference between Bulk SMS and One-Time SMS Campaign?
Bulk SMS is the basic method: select customers on the Customers page, click Group Action, then Send SMS. One-Time SMS Campaign is through StoreHub Engage and adds features like brand name display and campaign insights tracking.
2. How much does each SMS cost?
Each SMS costs RM 0.10. The minimum top-up is 500 credits (RM 50). Bulk purchases come with up to 15% discount.
3. Can I send SMS to all my customers at once?
Yes. On the Customers page, click 'All' to select every customer in your database, then proceed with Send SMS.
4. Do I need StoreHub Engage to send SMS?
No, not for basic Bulk SMS. You only need StoreHub Engage for One-Time SMS Campaigns (which include brand name and insights). Both methods require SMS credits.
5. Why are my SMS credits being used faster than expected?
Messages that exceed the character limit are split into multiple SMS and each part is charged separately. Unicode characters (Chinese, Thai, emojis) reduce the per-message limit to 66-70 characters. Keep messages short and use English characters when possible to save credits.
6. Can I see which customers received my SMS?
For One-Time SMS Campaigns, go to Engage, then Campaign Insights, then One-Time SMS Campaigns, then View Details. The Log section shows all sent messages and credit usage. You can download the log as Excel or CSV. Basic Bulk SMS does not have this tracking.
Need Help?
Contact StoreHub Support via live chat in your StoreHub app or email [email protected].
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