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titleProduct and Features


titleHow can I request an additional product for my Optus SMS Suite service?

Anyone with a user account for the Optus SMS Suite portal can request a new product. To do so, select Applications from the side navigation bar and the product you wish to add to the account, e.g. Two Factor Authentication

An information sheet will provide you with a brief overview of the product, how it works and some of its features. Select Request This Product.

A confirmation will appear on screen to notify you that your request will be sent to Optus Service Delivery to be actioned.

titleWhat are the costs to have additional user accounts set up?

There are no extra charges for additional user accounts.

titleHow can I create other user accounts within the Optus SMS Suite?

Optus customers who have permission to create other users can do so once logged into the portal. If you have admin rights you can also view / add new contacts and user accounts under your business account. New user accounts require a new contact to be added first.

If you do not have permission to add new users, then please request this via your Optus Account team or email

1. Navigate to the Contacts tab under Clients and select Add Contact

2. Fill in the new contact details. Once completed, select Create


3. Navigate to the User Accounts tab and select Create Account

4. In the next screen, select the new contact that was just created from the Contact drop-down menu.

Select Generate Password

From the Type drop-down menu, select Customer

Select Create Account

5. Provide the new user account with the required permissions applicable to the products you are using.

When creating user accounts, the new user account needs to be set up as a Customer ‘type’ and requires access to the products they have purchased (as listed in the below screenshots), including Mobile Report.

e.g. a user account that has Campaign Manager will require the following items selected:

  • Campaign Manager application access

  • Campaign Manager - source mask

  • Campaign Manager - View user logs

titleMy free trial has expired - what do I do now?

Free trials expire after 30 days or 100 messages (whichever comes first) after which, the account will shut down. A notification email will be sent to the customer to advise that the free trial has ended. Your Optus salesperson will discuss the process to move to a production account.

titleWhat is the message concatenation and encoding? How long can messages be?

Concatenated messages (messages that are larger than one standard SMS) are billed by the total SMS messages contained within the concatenated SMS message content.

The number of characters per SMS message depends on what character set is used:

  • A standard GSM-03.38 text message is 160 characters long.

  • A standard UCS-2 text message (e.g. Unicode characters like Chinese or Arabic) is 70 characters long.

If the message is longer than these limits, it will concatenate and be sent as 2 (or more) messages, up to a maximum of 10 concatenated message units. Your account usage is recorded and billed per message unit.

When concatenation occurs the first message reduces to 153 characters (GSM) or 67 characters (UCS-2), and the remaining characters roll into a second message (concatenation).  The reason for the shortened length is the information contained within the UDH uses space within the SMS payload when concatenation occurs.

titleWhat is a Source Mask?

Source masks (also known as alphanumeric sender ID's IDs or "alphas") allow you to replace the sending mobile phone number with a custom sender name. Your recipient's handset will display the source mask as the sender in place of a sending mobile phone number.


If you add a source mask to your message, your recipient will not be able to reply.

titleSource mask format requirements

Source masks must adhere to the following rules:

  • Source masks can be a maximum of 11 characters in length.
  • Spaces are not permitted as the first or last character in the source mask.
  • The following characters are permitted:
    • Alphanumeric characters.
    • Spaces within the source mask (rather than at the start or end). Note that Apple devices will remove these spaces.
    • The following symbols: underscores, hyphens, ampersands, question marks, exclamation marks, single or double quotation marks, asterisks, dollar signs, hashes, percent signs, the 'at' symbol, plus signs, commas and full stops.

The Optus SMS platform allows for messages sent via Campaign Manager or Gateway API’s to include source masks, however, some mobile devices will display a source mask different.

Apple devices: Apple devices will present all source masks as one word.

For example, if the source mask is set as ABC 123, Apple devices will drop the space and display the source mask as ABC123

Android devices: Android devices will present all source masks exactly as they are entered into the Optus SMS platform.

For example, if the source mask is set to ABC 123, Android devices will keep the space in between both parts and display the sender ID as ABC 123


Countries including New Zealand the USA, do not support source masks. Some international delivery partners will replace the source masks with a local number to ensure message delivery, however, we cannot guarantee this.

For New Zealand, we recommend all messages are sent with an Australian source mask, as currently, the standard behaviour is that Australian numbers are replaced with a New Zealand shortcode.

titleCan I receive replies if I use a Source Mask?

Messages that are sent with a source mask are used for one-way communication only. Because the source mask replaces the actual phone number in the message, the recipient handset doesn't have a number to send a reply to. For this reason, recipients of messages with a source mask cannot reply to these types of messages.

titleHow do I add a Source Mask to my outgoing messages?

Source masks are available for Gateway APIs, Campaign Manager and Email2SMS products only

Gateway API source masks are managed by your organisation's internal messaging application.

To add a source mask to your Gateway API application, please contact your IT Administrator for assistance or refer to the appropriate API user guide here.

Campaign Manager and Email2SMS source masks are managed in the Optus SMS Suite.

The below work instructions will show you how to to set up a source mask in Campaign Manager.

Adding a Source Mask in Campaign Manager

Work Instructions


a. Select Applications from the navigation menu

b. Select Campaign Manager

c. From within the Campaign Manager application, select the Settings option

Scroll down to Source Masks

d. Select Add New

e. Enter the required Source Mask, taking note to follow the naming convention as outlined in the FAQ "What is a Source Mask?"

f. Select Save

The Source Mask has now been saved to the application. Repeat steps d, e and f to add additional Source Masks

Using a Source Mask in Campaign Manager

Work Instructions


The newly added Source Mask can be selected using the Add New campaign or Quick Campaign options

1. Quick Campaign

a. Create a Quick Campaign as per the normal process

b. From the drop-down menu, select the Mask that was created in Steps e and f

Complete your Campaign as per the normal process

2. Add New Campaign

a. Create a Campaign as per the normal process

b. From the drop-down menu, select the Mask that was created in Steps e and f