No, SMS keywords are not case sensitive. Users can enter uppercase, lowercase, or mixed-case characters, and the system will recognize the keyword and respond correctly regardless of the case used.

Global vs. Program-Specific Keywords

Program-specific keywords are tied to a particular SMS program. Here, the keyword is GIFTCARDs.

• To get help for this program, the recipient must text GIFTCARDs HELP.
• Example: GIFTCARDs HELP → They receive the help message for the GIFTCARDs program only.
• To stop messages from this program, the recipient texts GIFTCARDs STOP.
• Example: GIFTCARDs STOP → They are unsubscribed only from the GIFTCARDs program.

Global keywords work across all programs on the same short code.

• HELP (sent alone) → Sends the global help message.
• STOP (sent alone) → Unsubscribes the user from all programs on that short code.

Examples

Program 1 (Keyword: GIFTCARDs)

• GIFTCARDs HELP → Receives help/terms specific to the GIFTCARDs program
• GIFTCARDs STOP → Opted out of GIFTCARDs only

Global keywords

• HELP → Sends global HELP message
• STOP → Unsubscribes from all programs

Steps to create an MMS message

1. Open the SMS Composer.
2. If your account supports MMS, toggle from SMS to MMS.
3. Select MMS and add your text, images, video, or other rich media.

If you don't see the MMS option?

MMS may not be enabled for your account. Contact Acoustic Support to confirm eligibility and enable MMS.

This usually happens if the Principal Admin account is disabled. Test SMS relies on this account to validate personalization, so while the preview may display correctly, the actual SMS arrives without personalized values.

To fix this, go to Settings > User Management, check if the Principal Admin is disabled, and either re-enable it in My Acoustic or assign another active user as Principal Admin. If the issue persists, contact Acoustic Support.

This usually happens because bots or automated services are scanning the links, not real users. Many messaging apps on Android automatically check links to generate previews or thumbnails. Each automated request counts as a "click" in reporting, even though the recipient hasn't tapped the link. Real user clicks are tracked correctly when they actually tap the link.

Next Steps: If you need to differentiate real clicks from bot activity, contact Acoustic Support for further analysis.

Infobip detects whether the proper opt-out keywords are included at the end of a message. If the system recognizes a valid opt-out, it will not append another one.

Recognized Opt-Out Formats:

• STOP XXXXX
• STOPXXXXX
• STOP AU XXXXX
• STOPAU XXXXX
• STOPAUXXXXX
• STOP SMS AU XXXXX
• STOPSMS AU XXXXX
• STOPSMSAU XXXXX
• STOPSMSAUXXXXX

Guidelines:

• The opt-out must be at the end of the message, not at the beginning or middle.
• If using a URL with STOP (e.g., STOP http://someOptOutUrl.com), the platform will not alter it.
• If the client adds an opt-out in an unrecognized format, Infobip will automatically append the correct format. Ensure the keyword is added correctly to avoid duplicates.

Videos in WhatsApp messages can be up to 100 MB.

Quick tips:

• Use MP4 format for best results
• Always preview your message before sending it live

Need more help?

• Create WhatsApp templates
• Create a WhatsApp custom text message