This article explains why users may receive the default SMS message even when a custom SMS message is configured for one or more languages. This issue can occur due to specific telephony provider settings or configuration issues.
- SMS
- Custom SMS
There are multiple potential causes, including:
- Wrong format of the custom SMS.
- The user has a different language configured.
- An external telephony provider is used for handling SMS delivery.
- Wrong Format
The most common cause is that the correct placeholder for the code value is not used, which is ${code}.
A custom SMS value should look like the following when added in the field from Customizations > SMS:
This is a custom message. Your code is ${code}. Please do not share it with anyone.
- The user has a different language configured
The user might have a different language set in their Dashboard preferences. From the End-User Dashboard, they can go to Settings > Display Language.
If the language there is different from the one in which the customization is made, then that would be why the customer receives the wrong SMS.
- External telephony provider (Inline Hook)
If an Inline Hook is configured, the request for SMS is sent to the external telephony provider. However, they are the ones delivering the message itself. Contact the telephony provider to enquire about any customization options.
