Send SMS with your own ClickSend account

Connect your ClickSend account and Polzy sends this workspace's SMS — campaign invitations and reminders, workflow messages and replies in a conversation — through it. With a dedicated ClickSend number, people can text back: replies arrive in the conversation in Polzy, and each message's log shows whether it was delivered. ClickSend carries SMS only, not WhatsApp.

Before you start

You need:

• A workspace on Business or higher, and the Admin role in it.
• A ClickSend account. To receive replies, a dedicated number in it.
• Approval from ClickSend to send links, if your account is new (see below).
• Your participants' mobile numbers on their records. Polzy stores them in international format, such as +61 4 1234 5678; a number typed without its country code is read in your organization's country, the one in Invoice details.

How Polzy uses ClickSend

• SMS. Once you choose ClickSend for SMS, every SMS the workspace sends goes through your account.
• Replies. When someone texts back to your dedicated number, the reply is added to their open conversation in Polzy (see Conversations).
• Delivery. Each message's log in Messages shows Delivered or Failed, with ClickSend's reason.
• What it costs. ClickSend bills you for these messages. They do not count against your organization's monthly messages in Polzy, which cover only Polzy's own sender.

Step 1: Find your API credentials

1. Sign in to the ClickSend dashboard.
2. Click the key icon at the top right. It shows your API Username and API Key.

The API key is not your account password. See ClickSend: API credentials.

Step 2: Connect ClickSend in Polzy

1. Open Integrations in the sidebar, the Available tab, and click Connect on ClickSend's row. Or open Messages, the Integrations tab, and click Set up on ClickSend.
2. In the Connect ClickSend panel, fill in the fields:

1. Click Test connection. You should see Successfully connected to ClickSend account: and your username.
2. Click Connect.

Integration

Connect ClickSendKeys are encrypted and only used on your behalf.

2 of 2 required

Credentials

Webhook URL tokenOptional

ClickSend UsernameRequired

API KeyRequired

From NumberOptional

Encrypted at restTest connectionConnect

Step 3: Choose ClickSend for SMS

1. Open Settings, then the Notifications tab, and scroll to Channels.
2. On the SMS row, change Polzy · shared account to ClickSend, and make sure the switch is on.

Channels

Channels appear here once a provider is connected under Connect. Until then, Polzy sends on its own shared account with a lower daily cap.

EmailOnInvitations, reminders and conversation replies. · 1,240 sent · 30dPolzy · shared account

SMSOnShort invitations for people without a desk. · 312 sent · 30dClickSend

WhatsAppOffTwo-way messages through a Business number. · not sendingPolzy · shared account

SlackOffChannel posts and direct messages to admins. · not sendingNo provider connected

TeamsOnPosts into a Teams channel your workspace watches. · not sendingNo provider connected

A campaign then sends through ClickSend when you choose SMS as its channel on the Delivery tab.

Channel

One channel per campaign, through the provider this workspace set for it.

EmailUsing: Polzy (default)SMSUsing: ClickSendWhatsAppNot configuredSlackNot configured

Step 4: Delivery reports and replies

ClickSend reports back only where you tell it to, so both need a setting in ClickSend.

1. In Polzy, open ClickSend's page from Integrations and find Receiving. Copy the address shown there. ClickSend does not sign its requests, so the token in the address is what identifies them: keep it private.
2. In the ClickSend dashboard, add a delivery report rule whose action sends the report to that address.
3. Under the inbound SMS rules (Message Settings → SMS/MMS → Inbound Rules), add a rule for your dedicated number with the action URL, and paste the same address.

Receiving

Give this address to ClickSend so it can report what happened to your messages.

Delivery receipts

Replies

Copy

In ClickSend, add this URL as the delivery-report URL, and as the action for an inbound SMS rule. ClickSend does not sign its requests, so the token in the URL is what identifies them — keep the URL private.

A reply from someone with an open conversation is added to it, and the person who opened the conversation is told. A message from anyone else is not shown in Polzy. See ClickSend: Inbound messaging rules and ClickSend: Delivery notifications and reports.

Limits and costs

• SMS segments. An SMS holds up to 160 characters, or 70 when the text has a character outside the standard GSM alphabet — an emoji, or a script such as Arabic. A longer message is sent in parts, and ClickSend charges for each.
• Quiet hours. With Respect quiet hours on under Settings → Notifications, campaign messages wait until 08:00 in the recipient's time zone rather than going out between 20:00 and 08:00.
• No WhatsApp. For WhatsApp, connect Telnyx or Twilio.

Troubleshooting

Good to know

• Polzy's own sender. Without a provider of your own, SMS goes out one-way from Polzy's shared sender, counted against your organization's monthly messages, and people cannot text back to it.
• If ClickSend stops working, Polzy keeps trying it and marks it Needs attention. If you disconnect it, SMS goes back to Polzy's shared sender.
• What Polzy keeps. The API key and the webhook token are stored encrypted and never shown again.

Useful links

• ClickSend: SMS
• ClickSend: API credentials
• ClickSend: Inbound messaging rules
• ClickSend: Delivery notifications and reports