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SMS not working in all countries

Forum|Forum|1 year ago
January 21, 2025
3 replies
22 views

mpryor
Known Participant

Hello, we had an end user inform us of candidates who are not getting SMS messages from Eightfold. In looking at this issue with SMS, the candidates not receiving the SMS messages are in the Philippines. I looked on EF's support center and saw that Twilio is what is powering the SMS, and it says "Some international carriers may not transmit SMS to Twilio's network, affecting delivery."

Do we have a list of which international carriers accept SMS and those that don't? This information would help us set better exceptions with our end users.

Best answer by dkreiger

Hi @mpryor04,

That is correct, Eightfold does not officially support global two-way SMS, which means that SMS may not work in all countries. While customers can purchase country-specific numbers from Twilio, it is not guaranteed that global two-way SMS will be feasible due to Twilio's limitations and local carrier regulations.

In some cases, recipients may receive messages but will be unable to reply if their country does not support two-way SMS from the US. To ensure better delivery and reply functionality, Twilio recommends using a local number wherever two-way SMS is needed.

Countries that are reported to support two-way SMS with Eightfold include:

- South Africa (+27)
- Netherlands (+31)
- Belgium (+32)
- France (+33)
- Austria (+43)
- United Kingdom (+44)
- Denmark (+45)
- Chile (+56)
- Australia (+61)
- Finland (+358)
- Israel (+972)

For more detailed information about SMS capabilities in specific countries, you can refer to the [Twilio SMS guide](https://www.twilio.com/en-us/guidelines/sms) to verify the intended countries.

If you have further questions or need assistance, please reply here.

dkreiger
Community Manager
Answer
Forum|Forum|1 year ago
January 23, 2025

Hi @mpryor04,

That is correct, Eightfold does not officially support global two-way SMS, which means that SMS may not work in all countries. While customers can purchase country-specific numbers from Twilio, it is not guaranteed that global two-way SMS will be feasible due to Twilio's limitations and local carrier regulations.

In some cases, recipients may receive messages but will be unable to reply if their country does not support two-way SMS from the US. To ensure better delivery and reply functionality, Twilio recommends using a local number wherever two-way SMS is needed.

Countries that are reported to support two-way SMS with Eightfold include:

- South Africa (+27)
- Netherlands (+31)
- Belgium (+32)
- France (+33)
- Austria (+43)
- United Kingdom (+44)
- Denmark (+45)
- Chile (+56)
- Australia (+61)
- Finland (+358)
- Israel (+972)

For more detailed information about SMS capabilities in specific countries, you can refer to the [Twilio SMS guide](https://www.twilio.com/en-us/guidelines/sms) to verify the intended countries.

If you have further questions or need assistance, please reply here.