Support / Frequently Asked Questions (FAQ)
What is SMS Segment?
An SMS segment is typically 160 characters long when using the standard GSM-7 character set. If the message exceeds this limit, it’s split into multiple segments—each then containing 153 characters. This is because extra information (User Data Header) is needed to assemble and deliver the message, reducing the character count per segment. This is why you may come across the term Segment on our platform, in reports, and in billing. Segments count is used for billing, both from us to you and fromFew readersLearn the multi-level Campaign Architecture of our platform
Learn the multi-level Campaign Architecture of our platform. What's the difference between Campaign and Module? What is Schedule? Do I always need to create a new Campaign?Few readersOptimized.App Terminology & Glossary
Outbound Outcoming actions such as Outbound Call from you to your customer. Inbound Incoming actions such as Inbound Call from your customer to you. For further reading, see Inbound Voicemail. Module Reusable message unit within a Campaign, such as an SMS message or a Voice Call script. Each Module contains its own content and multistep dialogues can be built on easy-tFew readers
Getting Started
How to Access our Documentation for API Reference and Webhooks?
You can access our documentation and Get Started guide at docs.optimized.app Optimized.App Documentation includes the following: The Landing Page with Quicklinks Quickstart Guide to help you get started with our API API Reference for integration Webhooks guide to receive real-time results If there's anything unclear, please contact our support support@ontime.fi See also: API Token (https://help.optimized.app/en/articles/Few readersHow to Login to On-Time Platform?
1. Use the https://my.optimized.app/auth/login URL from your web browser to land on the login page. 2. Here, use the Email Address field to enter the email address with which your account is registered. (https://downloads.intercomcdn.com/i/o/853616535/2624598443826cad8d4ab32f/image.png?expires=1766135700&signature=906d11Few readersCampaign Creation Best Practices
Designing effective communication campaigns is key to achieving high engagement and conversion rates — especially in financial services, where trust, timing, and clarity are essential. 1. Choose the Right Campaign Type: Broadcast or Sequence When creating a new campaign, first decide whether it should consist of a single communication event or a combination of multiple steps. Broadcast campaigns contain just one communication action — for example, sending a single SMS alert oFew readersDaylight Saving Time Adjustments in Our System
We're aware of the various complexities daylight saving time can bring, especially when it comes to scheduling and time-based operations. Here's a brief explanation to ensure clarity when using our services: 1. Using the API: When you schedule through our API: Time Format: All times should be given in UTC format. Daylight Saving Responsibility: It's up to you to ensure the correct timing. If you schedule something for the future and daylight saving time changes in between, youFew readersHow to Recover your Account Password?
1. Once on the login screen, click the Forgot password? hyperlink. This takes you to the Forgot your password screen. (https://downloads.intercomcdn.com/i/o/853617706/4bd1926a9fd8cf77c4c1680b/image.png?expires=1766135700&signature=e900a86bc37065cb75f365903d35bbb528292f6b1c45b8509fc4d2e82c149967&req=fCUkEMh5moFZFb4f3HP0gPKfDibYs%2FXLWjX1Kwa45U6oCUWci618vsEymYz4%0AFew readers
User Settings
How to Enable Two-Factor Authentication?
Optimized.app Left Navigation Bar User Settings Security 1. Follow the above-mentioned workflow to land on the account security settings. 2. From the Two-Factor Authentication card, click the Activate button. This sends a 6-digit verification code to the provided phone number. (https://downloads.intercomcdn.com/i/o/853890658/21a695c5ed154659f090938Few readersHow to Change Account Password?
Optimized.app Left Navigation Bar User Settings 1. Follow the workflow mentioned above to land on the General tab of user settings. 2. From the tabs displayed atop the screen, click Security. Doing so takes you to the account security settings. (https://downloads.intercomcdn.com/i/o/853889605/a1e64f2ca4cac46ab05bafba/image.png?expires=1766135700&sigFew readersHow to Access Account Settings?
1. Upon successful login, click User Settings from the left navigation bar. Doing so takes you to the General tab of the user settings. (https://downloads.intercomcdn.com/i/o/853888311/0f541c0ddb550785865c8599/image.png?expires=1766135700&signature=ad18002b19a02ef0f4fc7e8599222dfa173d97142c9b063dc8431d904b4b4311&req=fCUkHsF2noBeFb4f3HP0gPC8KHn%2Bo2Tifb4RsR4j%2FKTxuPE4Few readers
Organizational Settings
How to Add a Contact Attribute?
This section is only visible if you are an admin user Optimized.app Left Navigation Bar Organizational Settings Contact Attributes 1. Follow the above-mentioned workflow to land on the Attributes grid. 2. Click the + Create Attribute button. Doing so opens the Add Attribute popup. (https://downloads.intercomcdn.com/i/o/853884626/d45798e5b6bFew readersHow to View API Tokens and Webhooks?
This section is only visible if you are an admin user Optimized.app Left Navigation Bar Organizational Settings 1. Follow the workflow mentioned above to land on the SMS Settings screen. 2. From the tabs listed atop, click Integration. Doing so takes you to the API Tokens grid. (https://downloads.intercomcdn.com/i/o/853886205/0fe892f0ff71e725fFew readersHow to View SMS Settings?
This section is only visible if you are an admin user 1. Upon successful login, click Organizational Settings located under the Settings heading in the left navigation bar. 2. As a result, you land on the SMS Settings tab. (https://downloads.intercomcdn.com/i/o/853879292/1eae1ebfc33f86ca70bd2866/image.png?expires=1766135700&signature=f6ebc5b61aebdb584ab6fdFew readersHow to Add a New API Token?
This section is only visible if you are an admin user Optimized.app Left Navigation Bar Organizational Settings API Tokens 1. Follow the above-mentioned workflow to land on the API Tokens screen. 2. Click the + New API Token button. Doing so opens the Add New API Token popup. 3. Enter the name of the API token in the Name field. 4. Once added, click the Add API Token button. This takes you to the API Token popup. (https://storage.crisp.chat/users/helFew readersHow to View your Numbers and set number-specific Voicemail?
Go to Organizational Settings and select the tab Voice Settings. Here you can view your cFew readersHow to Add a Email Domain?
This section is only visible if you are an admin user Optimized.app Left Navigation Bar Organizational Settings Email Settings 1. Follow the above-mentioned workflow to land on the Email Settings screen. 2. Click the + Add Domain button. This opens the Add New Domain popup. (https://downloads.intercomcdn.com/i/o/853882579/b4c204e3722a0cfb571Few readersHow to View Email Settings?
This section is only visible if you are an admin user Optimized.app Left Navigation Bar Organizational Settings 1. Follow the above-mentioned workflow to land on the SMS Settings screen. 2. From the tabs listed at the top, click Email Settings. Doing so takes you to the Email Settings screen. (https://downloads.intercomcdn.com/i/o/853880903/5Few readersHow to Verify Email Domain?
This section is only visible if you are an admin user Optimized.app Left Navigation Bar Organizational Settings Email Settings Follow the workflow mentioned above to land on the Email Settings screen. For a domain you want to verify, click the Verify Domain button. Doing so opens a popup where all the steps for domain verification are listed.Few readersHow to View Contact Attributes?
This section is only visible if you are an admin user Optimized.app Left Navigation Bar Organizational Settings 1. Follow the workflow mentioned above to land on the SMS Settings screen. 2. From the tabs listed at the top, click Contact Attributes. Doing so takes you to the Attributes grid. (https://downloads.intercomcdn.com/i/o/853884010/3540Few readersHow to Add a New SMS Sender ID?
This section is only visible if you are an admin user Optimized.app Left Navigation Bar Organizational Settings 1. Follow the above-mentioned workflow to land on the SMS Settings tab. Contact us if you need a Phone Number (sometimes referred as Caller ID). 2. Click the +New Sender ID button. Doing so opens the Add Sender ID popup. (https://dowFew readers
Dashboard
How to Cancel a Scheduled Campaign?
1. Once on the Dashboard, navigate to the Scheduled Campaigns grid. 2. For a campaign you want to cancel, click the three-dot icon located at the end of the campaign row. This reveals a couple of options. (https://downloads.intercomcdn.com/i/o/853628868/4d323a435327bc28b6ec3758/image.png?expires=1766135700&signature=8082a3ebac511c30d36083f20c55e53af6e346ca083902aPopularHow to Access Optimized.app Dashboard?
1. A successful login takes you to the Dashboard screen. 2. However, if you are on another module and want to access the dashboard, use the left navigation bar to click Dashboard. This takes you to the Dashboard screen. (https://downloads.intercomcdn.com/i/o/853622146/7c79567c450a1582982d883f/image.png?expires=1766135700&signature=b7ca3a1a3015886743cb5a5792d234bfFew readersHow to View Reports for a Scheduled Campaign?
1. Upon landing on the Dashboard, navigate to the Scheduled Campaigns grid. 2. A scheduled campaign you want to view the reports for, click the three-dot icon located at the end of the row. Doing so reveals a couple of options. (https://downloads.intercomcdn.com/i/o/853627959/0c1d630238655015ec6a9556/image.png?expires=1766135700&signature=e43dd49e8330bd388b691dacFew readersHow to Apply Time Range Filter on Scheduled Campaigns?
1. Upon landing on the Dashboard, use the Time Range date selectors located at the top-right corner of the screen to provide a start date and end date for the range. 2. Once both the selections are made, the relevant results are fetched and displayed in the Scheduled Campaigns grid. (https://downloads.intercomcdn.com/i/o/853626720/32bba7060cd0dc9a11b22a17/B9E624Few readers
Campaigns
How to Schedule a Campaign?
1. Upon successful login, expand the Campaigns module from the left navigation bar. 2. From the options revealed, click Schedule Campaign. This takes you to the Campaign Schedule screen. (https://downloads.intercomcdn.com/i/o/853677517/793c53bfce15fba4c0911d13/1D490DD1-2935-42DC-9944-9C1687AEDDB7.GIF?expires=1766135700&signature=a18d3e15447871b7b27c5550a8ec3c245aPopularHow to Create a Sequenced Outreach Campaign?
Optimized.app Left Navigation Bar Campaigns View Campaigns + New Campaign Optimized.app Left Navigation Bar Campaigns Create Campaign 1. Follow either of the above-mentioned workflows to land on the Choose Campaign Type screen. 2. Select Sequenced Outreach and click the Next button. (https://downloads.intercomcdn.com/i/o/853672038Some readersHow to Delete an Existing Campaign?
Optimized.app Left Navigation Bar Campaigns View Campaigns 1. Follow the above-mentioned workflow to land on the Campaigns screen. 2. For a campaign you want to delete, click the three-dot icon located at the end of the campaign row. (https://downloads.intercomcdn.com/i/o/853649879/4d17d588b15e80ce0a4a00bb/image.png?expires=1766135700&signature=091Few readersHow to Create a Broadcast Campaign?
Optimized.app Left Navigation Bar Campaigns View Campaigns New Campaign Optimized.app Left Navigation Bar Campaigns Create Campaign 1. Follow either of the above-mentioned workflows to land on the Choose Campaign Type screen. 2. From the options displayed here, select Broadcast and click the Next button. (https://downloads.intercomFew readersHow to Edit an Existing Campaign (Broadcast Campaign and Sequence Campaign)?
Optimized.App Left Navigation Bar Campaigns View Campaigns Follow the workflow mentioned above to land on the Campaigns screen. Click the three-dot icon located at the end of the campaign row. (https://downloads.intercomcdn.com/i/o/853647758/d08bc7ad4b8af4fe6147d651/image.png?expires=1766135700&signature=7a42409b39c5d30f725cf6da3fb4ac4df28e099fa79b4ba31Few readersHow to View Campaigns?
1. Upon successful login, expand the Campaigns module from the left navigation bar. 2. From the options revealed, click View Campaigns. Doing so takes you to the Campaigns screen. (https://downloads.intercomcdn.com/i/o/853634759/fd90aac8b4440b5dd31d683e/A255B074-D53E-41DB-9B76-1FDFCDE2570E.GIF?expires=1766135700&signature=404465c65047cba60da80c981e4778eccd1ef5d2Few readersHow to Schedule an Existing Campaign?
Optimized.app Left Navigation Bar Campaigns View Campaigns 1. Follow the above-mentioned workflow to land on the Campaigns screen. 2. A campaign for which the status is published, click the three-dot icon located at the end of the campaign row. (https://downloads.intercomcdn.com/i/o/853643826/d7d198638e33bf3f3f6e3cbb/image.png?expires=1766135700&siFew readers
Modules
How to Create a Voice Module?
Optimized.app Left Navigation Bar Voice Module 1. Follow the workflow mentioned above to land on the Message & Voice Modules screen. 2. Click the + New Module button. This opens the Campaign Details screen. (https://downloads.intercomcdn.com/i/o/853688208/a7eac425f54ca4f651121508/image.png?expires=1766135700&signature=8dd03f8267d665ef0a167a33c2a71737PopularHow to Create an SMS Module?
Optimized.app Left Navigation Bar SMS Module 1. Follow the workflow mentioned above to land on the SMS Modules grid. 2. Click the +New Module button. This opens the SMS Module window. (https://downloads.intercomcdn.com/i/o/853855247/9ddb6bea251fc5674cf534c8/image.png?expires=1766135700&signature=932a019b8600390e4add7be9b04c603ae6d8e50774129b1697233aFew readersHow to View and Edit Email Modules?
1. Upon successful login, click Email Module located under the Modules heading. 2. As a result, you land on the Email Modules grid where all the existing email Modules are listed. (https://downloads.intercomcdn.com/i/o/853845829/b17a6a2ebcd472c4e783aaeb/image.png?expires=1766135700&signature=fa4e51d823d99eadecd3eb852e4bc2d00437760158bf991489d5b1a4d5977c06&req=fCFew readersHow to Create an Email Module?
Optimized.app Left Navigation Bar Email Modules 1. Follow the above-mentioned workflow to land on the Email Modules grid. 2. Click the +New Module button. Doing so opens the Email Module window. (https://downloads.intercomcdn.com/i/o/853849352/89e0a917cbe6adf3de8745a8/image.png?expires=1766135700&signature=241f41822f35cda3fa43ccd699e892ff9007553e8b9eFew readersHow to View and Edit Voice Modules?
1. Upon successful login, click Voice Modules located under the Modules heading. 2. As a result, you land on the Message & Voice Modules screen. 3. Here, all the existing voice Modules are displayed. Each Module is tabulated via various columns that include Name, Created At, and Updated At. (https://downloads.intercomcdn.com/i/o/853685219/373da354e995d259576Few readersHow to View and Edit SMS Modules?
1. Upon successful login, click SMS Modules located under the Modules heading in the left navigation bar. This takes you to the SMS Modules grid. (https://downloads.intercomcdn.com/i/o/853850469/3d67f73441245b3d0cb1837d/image.png?expires=1766135700&signature=0270bdb08df3e6d42cdbe95f5e84cd69e5d50d5a2c34935c6c92a06e2d9745bf&req=fCUkHsx%2BmYdWFb4f3HP0gAIA2e9nRoX1Bb4HOsuzFew readers
Contacts
How to manually Opt-Out Contacts?
You can opt-out specific contacts by typing their Email or Phone Number and then choose either add opt-out or remove the existing opt-out. Opt-Out doesn't remove Contacts from your Lists, it just adds Suppression for that Profile. Suppressed contacts no longer receive outbound from you. Navigate to my.optimized.app/profiles/opt-out (https://downloads.intercomcdn.coFew readersHow to Search Profiles by Attributes?
You can find View Profiles at my.optimized.app/profiles/view (https://downloads.intercomcdn.com/i/o/qkx8jfpc/1767210853/62e127d1a0b5b8ca46591efbf21c/N-C3-A4ytt-C3-B6kuva%2B2025-10-08%2B105240.png?expires=1766135700&signature=69210a2ca9566ede76a90aa2b4f5160c6d2400fd2886a33b709efed7d6207517&req=dSchEct%2FnYlaWvMW1HO4zTbxp82TyIovlGvA9GWLtL%2BRKGbYHotB4J1ymYIO%0AkvVx9wkdu3AfFew readersHow to View Contact Lists?
1. Upon successful login, expand the Lists module from the left navigation bar. 2. From the sub-tabs revealed, click View Lists. Doing so takes you to the Contact Lists screen. (https://downloads.intercomcdn.com/i/o/853859418/91579767a46d0fbbf3ec8509/D21EBF61-03CA-4DD2-B84A-1F84D4E853CD.GIF?expires=1766135700&signature=14666d3ae2fc3b55bceb2f1c0a382d394b0049bf22acFew readersHow to Import a Contact List?
Optimized.app Left Navigation Bar Lists View Lists Import a List Optimized.app Left Navigation Bar Lists Import List 1. Follow either of the above-mentioned workflows to land on the New Contact List screen. 2. Click the browse hyperlink to choose a .CSV file containing the contacts from your system storage. 3. Once the file is selected, click the Next button. Doing so takes you to the Mapping screen. (https://storage.crisp.chat/users/helpdesk/weFew readers
Use Cases & Optimization
Better Answer Rates with Automatic Number Rotation
In February 2025, we shared a newsletter about the impact of the calling number on call answer rates. Because this impact is significant, we've developed a new feature in Optimized.App: "Number Rotation Pool". This feature enables the automatic rotation of multiple caller numbers, which, according to our data, can significantly improve answer rates. As AI and other trends continue to drive up the volume of calls and text messages, optimizing reachability has become more critical than ever. WSome readersLet Recommendation Engine decide the best timing and channel for each of your contacts
By optimizing timing and channel, you can reduce costs, improve customer satisfaction, and even increase payment efficiency even by sending fewer messages. Our year-long research is based on 1.9 million real interactions, primarily in the context of payment reminders. However, the findings are also applicable to other use cases. Our Data & AI specialist, Sebastian Sonntag, PhD, conducted a correlation analysis on the data and wrote a white paper on the study. The key insight is simple: EacFew readersCreate a flexible high-performing Reminder Flow using Modules
Thanks to Modules, each step in your Sequence can be quickly replaced with another Module. Whether it's a message or channel you want to optimize. Whether you are integrated or not, efficient usage of Modules makes it smoother for you. Step-by-step guide Plan your Sequence Define the goal, steps, messaging, and channels (e.g. SMS, Voice, Email). Tools like Miro can help visualize your flow. 2. Create the Sequence Campaign in Optimized.App https://my.optimized.app/campaigns/cFew readersHow to Setup Call Forwarding?
You can forward your calls e.g. to your Customer Service or even another Campaign. 1. Create new Voice Module or edit an existing one. Navigate to "Workflow". 2. Drag the Action "Forward the Call" to the place you want. 3. Contact us through the chat and tell us the number you want calls to be forwarded to. We will notify you when the configuration is complete. 4. Select the Action "Forward the Call" and choose the Phone Number. (https://storaFew readersBoost results with Best-Practice Campaign Templates
Alongside standard one-step campaigns, our Sequence functionality enables the creation of multi-step campaign flows. With just one click, you can launch a series of messages designed to guide a customer toward a desired outcome. Campaign Templates bring these real-world use cases to life and were created with you, our customers, in mind for two key reasons: To make launching new use cases as effortless as possible To ensure we, as professionals, can provide you with the bestFew readers