SMS migration guide
Start with one type of message and a small test group you have permission to contact. Make sure only one system sends to that group. Keep the old setup available so you can switch back if something goes wrong.
What should I check before switching?
- List the messages you send today, who owns each one and where the recipient lists come from.
- Ask how to export your records, including people who opted out. Verify how those exclusions will be applied before importing or sending to a list.
- Check what happens to unused credits. Ask both providers what can move and whether your sender name, number or reply setup will need to change.
- Compare the cost for the same recipients and message parts on the same VAT basis. Pick one low-risk workflow to test.
Example of moving appointment reminders
Start with one branch or a small group of upcoming appointments. Remove that group from the old sender’s reminder job before enabling the new one. Send a test to your team first, then run the agreed pilot. If an appointment changes, check both systems for queued reminders before sending a replacement.
Record the actual charge, any delivery information you can see and whether customers can reach the right person if they need to reschedule. Keep the option to pause the new route while you investigate.
Are we ready to switch?
| Ready to move | Pause and investigate |
|---|---|
| Opt-outs have been checked against the pilot list | You cannot account for someone who opted out |
| One system sent each reminder | Both systems can send the same message |
| Cost and available delivery information match your expectations | Charges or send outcomes are still unexplained |
| The reply or callback route works and someone can pause sending | Customers cannot reach the right team or nobody owns the switch |
If you need help, have your monthly sending volume, current sending method and any sender-name or reply requirements ready.