SMS Channel

Rolling out SMS is actively shipping. The behavior documented here is the launch contract and may change before general availability.

The SMS channel delivers reminder and escalation notifications as text messages. Like every channel, it is notification-only: the SMS carries the recipient’s first name and a deeplink — campaign content never leaves Pidgr. SMS is delivered via Twilio (see the sub-processors list).

What gets sent

Hi Ana — you have a pending action in Pidgr: "Q3 Security Policy".
Open: https://links.pidgr.com/c/abc123
Reply STOP to opt out.

Opt-in model: verified phone number

SMS requires a phone number bound to the Pidgr user:

• If your organization provisions users via SCIM and syncs phone numbers, the SCIM-synced number takes precedence.
• Otherwise, the user adds a number under Profile → Notification channels → SMS and confirms it with a one-time verification code.

A user is never texted at a number they (or your directory) didn’t provide.

Personal opt-out: STOP / HELP

SMS is an opt-out-allowed channel with standard keyword compliance:

• Replying STOP to any Pidgr SMS halts all further texts to that number. The opt-out is recorded in Pidgr’s own opt-out registry in addition to the carrier-level block, so it survives provider changes.
• Replying HELP returns usage information and a support contact.
• Users can also toggle SMS off under Profile → Notification channels.

Opting out of SMS never affects in-app delivery — the campaign remains in the user’s Pidgr inbox.

Admin setup

1. Open the admin dashboard → Integrations → SMS.
2. Enable the channel for your organization.
3. In the workflow editor, add SMS to the notification options of any reminder or escalation step.

Cost and limits

SMS is a metered channel: carrier fees are passed through on your invoice, and every organization has a daily spend cap per metered channel so a misconfigured workflow can’t run up an unbounded bill. Sends beyond the cap are skipped and surfaced to admins.

Behavior notes

• Regional sender numbers — Pidgr sends from local long-code numbers per country during the rollout; sender types may expand by region over time.
• Unverified users are skipped silently — the step falls through to the other configured channels.
• One nudge per step — a reminder step sends at most one SMS per user per execution.