Why it matters
Messaging settings control organization-wide message behavior that affects compliance, tracking, and credit usage. Keeping these settings current helps teams respect opt-outs, measure link engagement, and avoid unexpected SMS costs.
Key Concepts
Opt-out preference: The rule Whippy uses when a contact opts out from a message, such as whether the opt-out applies to one channel, channels of the same type, or every channel in the organization.
Channel type: A group of channels that share a communication type, such as SMS channels.
Link tracking: A setting that allows Whippy to track when contacts click links sent through messages.
Click metadata: Additional link click details that can be stored when tracking is enabled.
Default tracking domain: The domain Whippy uses by default for tracked links.
SMS cost controls: Settings for maximum SMS length, translated message length, and whether emojis are allowed in SMS messages.
Step-by-Step: Configure messaging settings
Open Settings from the sidebar.
Select Messaging.
Under communication preferences, choose what happens when a contact opts out.
Choose Only the channel they messaged when opt-outs should apply only to the channel that received the opt-out.
Choose All channels of the same type when opt-outs should apply to every channel of that communication type.
Choose Every channel in the organization when opt-outs should apply organization-wide.
Turn link tracking on or off based on whether Whippy should track link clicks.
Turn click metadata on if click details should be stored with tracked links.
Choose the default tracking domain if more than one tracking domain is available.
Set the maximum length per SMS message.
Choose whether translations can exceed the maximum SMS length.
Choose whether emojis are allowed in SMS messages.
Tips and Best Practices
Use the broadest opt-out behavior required by your compliance policy.
Use Every channel in the organization when contacts should stop all future communication after opting out.
Set up domains before choosing a default tracking domain.
Keep SMS length limits conservative if predictable credit usage matters.
Disable emojis in SMS when you want to reduce the chance of messages using more segments.
Troubleshooting
Issue | Possible Cause | Fix |
Contacts are opted out from fewer channels than expected | The opt-out preference is set to only the channel they messaged | Change the preference to All channels of the same type or Every channel in the organization |
Tracked links use the wrong domain | The default tracking domain is not set to the expected domain | Select the correct default tracking domain in Settings > Messaging |
Messages use more credits than expected | Messages are long, translated text exceeds the limit, or emojis change SMS encoding | Adjust SMS length, translation, and emoji settings |
A tracking domain is not available | The domain has not been configured in domain settings | Set up the domain in Settings > Domains, then return to Messaging |