KwikEngage – SMS SOP

Pre-Requisites

Before starting SMS campaigns with KwikEngage, ensure the following:

Documents & Approvals

• ✔️ DLT registration completed with Smartping, Vodafone, Airtel or Jio
  

• ✔️ Header Name approved
  

• ✔️ SMS templates approved under DLT (both Transactional & Promotional)
  

• ✔️ Credentials of your preferred SMS provider (Required for whitelisting at our end)
  

For Merchants Without DLT Registration

If you don’t have DLT registration yet, the following are required:

• Company’s PAN 
  

• Company’s GST certificate 
  

• Email & Phone for communication and OTP
  

• Aadhar card of the Director giving authorization
  

• If the brand name is different from the legal name (mentioned in GST), please provide a Trademark certificate, 

Registration Fee:

• A fee of ₹5900 INR will be charged by the operator for new registration or enrollment.

⚙️ Account setup on KwikEngage Panel

Once above details are procured. Share it with the KwikEngage team. The KE team will handle the following:

• Set up your SMS account on the dashboard
  

• Whitelist the header name on your DLT panel using the credentials securely
  

• Integrate approved SMS templates into your brand panel
  

• Map templates to the correct customer journey triggers (e.g., order placed, order fulfilled)
  

✉️ SMS Template Types Supported

KwikEngage supports a wide range of SMS use cases:

• Order Confirmation
  

• Shipping & Delivery Updates
  

• Checkout Abandonment Reminders
  

• KwikPass Drop-Off Notifications (Including Home, Collection, Cart & Product Abandonments)
  

• Promotional Campaigns
  
  

⚠️ Note: All SMS templates must be approved under your DLT account before use.

SMS Template Guidelines

• Brand Name is Mandatory
   Always include the brand name in every SMS template.

• No Emojis
   Avoid using any emojis in the text. Emojis may break encoding and increase message cost.

• Keep It Under 160 Characters
   Messages must be within 160 characters (including spaces & punctuation).
   Exceeding this will split the SMS and double the cost.

• No Images or Attachments
   Images or media are not supported in SMS templates.

• Character Counter Tool
   Use this to check message length:
   https://www.teletopiasms.no/p/utilities/sms-char-counter/

SMS Sample Templates for Reference - https://docs.google.com/spreadsheets/d/1FPYJssTTriNHbRsplflbJ-eh0zF5whUqCaXXiinl9k0/edit?gid=0#gid=0

Flow Testing & Approval We will share

• Flow journey screenshots for review

• Test SMS message
  
  

✅ You are required to confirm:

• SMS content accuracy
  

• Timing of triggers
  

• Personalization details (e.g., customer name, order ID)
  

✅ Once written confirmation is received, the campaign or automation will go live.

Tracking & Reports

You will receive:

• Delivery & failure reports (via dashboard)
  

• Insights on promotional campaign performance 
  

Troubleshooting (If SMS Not Delivered)

If an SMS fails to deliver, please verify the following:

• Are the templates approved in DLT?
  

• Any delivery failure notifications in reports?
  

• Is the SMS provider account active with enough balance?
  

• Still stuck? Contact KwikEngage support, and we’ll help coordinate with your provider.

Frequently Asked Questions

1. What is DLT and why is it mandatory?

DLT (Distributed Ledger Technology) is a government-mandated platform regulated by TRAI to prevent spam and ensure secure SMS communication. Every business must register and get their sender name (header) and templates approved before sending SMS.

2. Why does my SMS cost double sometimes?

If the message exceeds 160 characters, it is treated as multiple SMSes. Always keep content (text, numbers, variables, special characters etc) within the 160-character limit using this tool.

3. Is including the brand name really necessary?

Yes. As per TRAI regulations, brand name must be present in every SMS template. Failure to do so can lead to disapproval or non-delivery.

4. Can I use emojis or images in SMS?

No. SMS supports plain text only. Emojis may break encoding and cause delivery or billing issues.

5. How long does DLT registration take?

Typically, DLT registration takes 3–5 business days, depending on the operator (Smartping, Vodafone, Jio, Airtel) and documentation provided.

6. What if my brand name is different from the name on my GST?

In that case, you must submit a valid Trademark Certificate showing ownership of the brand name to proceed with DLT approval.

7. Where can I check my SMS delivery reports?

You can access delivery and failure reports from the KwikEngage dashboard under the logs section. Log in < Reports & Logs < Logs < SMS < Select the required date range

8. What happens if an SMS isn’t delivered?

Check if:

• The template is approved in DLT
  

• There's enough balance in your KwikEngage account
  

• Delivery failure details are visible in the report
   If not resolved, contact KwikEngage support.
  
  

9. Can I send SMS without DLT registration?

No. DLT registration is mandatory as per TRAI.

10.  How long does template approval take?
 typically 1–4 business days, depending on the DLT platform.