Managing and Monitoring Message Segments Guide

This comprehensive guide provides essential information on how Mogli manages and monitors SMS message segments, from understanding character limits and encoding types to tracking segment usage and managing costs. By understanding these aspects, you can optimize your messaging strategy to maintain clear, efficient, and cost-effective communication with your recipients.

Understanding Message Segments and Carrier Charges

While each SMS appears as a single record in Salesforce, carriers may split longer messages into multiple segments for delivery, with charges applying to each segment. Here's how message segmentation works:

Standard Text Assertions

• 1-160 characters = 1 segment

• Messages longer than 160 characters are automatically split into multiple segments

• Maximum length: 1,600 characters (10 or more segments)

Special Characters and Unicode

When you use emoji, copied characters from external sources, or other special characters, your message automatically converts to Unicode encoding. While Unicode ensures compatibility across platforms and devices, it reduces the segment size:

• Unicode messages: 70 characters per segment

• The same 1,600-character limit applies but will require more segments when using Unicode

Why is message segmentation important?

Consumption and Costs

While Salesforce displays each message as a single SMS record, Mogli's billing and monitoring is based on the total number of message segments delivered. Here's how it works:

• One SMS record in Salesforce ≠ One billable segment

• Messages are split into segments based on character count:

  • Standard text: 160 characters per segment

  • Example: A 480-character message = 3 segments = 1 SMS record

• Your Mogli usage and billing reflect the total segments delivered, not the number of SMS records

Learn more about our Consumption Standards.

Your Recipients’ Experience

Brief, focused messages typically generate better engagement with your contacts. For best results:

• Aim for 1-2 message segments (160-320 characters)

• Lead with the most important information

• Include one clear call-to-action per message

These practices help ensure your messages are read and responded to promptly.

How do I monitor my message segments?

Mogli offers several options to help you monitor your message segments effectively. These include message segment reports for tracking usage over time, real-time insights while composing messages, and alerts to inform you of segment consumption.

Message Segment Reports

Mogli SMS records include a field that displays the segment count for each successfully sent message, accounting for different encodings. This field enables you to create reports for tracking segment usage. For more details, refer to our Message Segment Reporting article.

Automated emails from the Mogli team

We’ll send you email notifications and a layout of options when you achieve 25%, 50%, 80%, 90%, and 100% of your allowable consumption.

Mogli’s Real-Time message composing insights

Message-composing insights give the user real-time information about their message. This includes the encoding type, number of characters and segments, message channel instructions and limitations, and tooltips with additional information.

Message Counter Accuracy

The character and segment counter provides estimates that may vary from final counts due to several factors:

Dynamic Content Processing

• Merge Fields

  • Initial count: Characters in the merge field syntax (e.g., {{Contact.Name}}= 16 characters)

  • Final count: Varies based on actual field value

• Mogli URLs

  • Personalized engagement links include a 7-character slug (including a slash)

  • Example: /aBCdEf

• Scheduling Links

  • Links are automatically shortened upon creation

  • Example:

    • Original: https://scheduler.mogli.com/booking/mike-45 (43 characters)

    • Shortened: https://scheduler.mogli.com/u/aBcdEf (36 characters)

Phone Number Type Impact
Segment size varies between toll-free and 10-digit-long-code numbers:

• Standard Text (GSM-7) Messages > 160 characters

  • 10-digit-long-code: 153 characters/segment

  • Toll-free: 152 characters/segment

• Unicode (UCS-2) Messages > 70 characters

  • 10-digit-long-code: 67 characters/segment

  • Toll-free: 66 characters/segment

Initial vs. verified segment Count

The message segment count follows a two-step verification process:

• Initial count: Recorded in SMS.Message Segments when the message is sent

• Final count: Updated via status callback after the messaging partner processes the message

Note: Messages sent via Twilio Intelligent Route do not currently receive segment count updates. This feature will be added in a future release.

Message character and segment counting and GSM-7/UCS-2/MMS encoding recognition

Message Length Limitations

Twilio: 1,600 characters

Telnyx: 10 segments

WhatsApp 24-hour Window Information

Mogli Voice Instructions