Configure SMS channel

Journey Optimizer allows you to create your journeys and send messages to targeted audience.

Before sending SMS, configure your instance. You need to integrate the provider settings with Journey Optimizer and create an SMS surface (i.e. SMS preset). These steps must be performed by an Adobe Journey Optimizer system administrator.


Adobe Journey Optimizer currently integrates with third-party providers such as Sinch and Twilio, who offer SMS services independent of Adobe Journey Optimizer.

Prior to SMS configuration, you must create an account with one of these SMS providers to receive the API Token and Service ID which will enable you to establish the connection between Adobe Journey Optimizer and the applicable SMS provider.

Your use of SMS services will be subject to additional terms and conditions from the applicable SMS provider. Given that Sinch and Twilio are third-party products available to Adobe Journey Optimizer users via an integration, for any issues or inquiries related to the SMS services, users of Sinch or Twilio will need to contact the applicable SMS provider for assistance. Adobe does not control and is not responsible for third-party products.

Create new API credential

To configure your SMS vendor with Journey Optimizer, follow these steps:

  1. In the left rail, browse to Administration > Channels and select the API Credentials menu. Click the Create new API credentials button.

  2. Select your SMS vendor:

    • Sinch

      To find your Service ID and API Token, access SMS > APIs menu from your Sinch account.

    • Twilio

      To find your Service ID and API Token, access the Account Info pane of the Console Dashboard page.

  3. Enter a Name for your API Credential.

  4. Enter your Service ID and API Token.

  5. Click Submit when you finished the configuration of your API credentials.

After creating and configuring your API credential, you now need to create a channel surface (i.e. message preset) for SMS messages.

Create a SMS surface

Once your SMS channel has been configured, you must create a channel surface to be able to send SMS messages from Journey Optimizer.

To create a channel surface, follow these steps:

  1. In the left rail, browse to Administration > Channels and select Branding > Channel surfaces. Click the Create channel surface button.

  2. Enter a name and a description (optional) for the surface, then select the SMS channel.


    Names must begin with a letter (A-Z). It can only contain alpha-numeric characters. You can also use underscore _, dot. and hyphen - characters.

  3. Define the SMS settings.

    • Select the SMS Type that will be sent with the surface: Transactional or Marketing.

      • Choose Marketing for promotional SMS: these messages require user consent.
      • Choose Transactional for non-commercial messages such as order confirmation, password reset notifications, or delivery information for example.

      Transactional SMS messages can be sent to profiles who unsubscribed from marketing communications. These messages can only be sent in specific contexts.

      When creating a SMS message, you must choose a valid channel surface matching the category you selected for your message.

    • Select the SMS configuration to associate with the surface.

      For more on how to configure your environment to send SMS messages, refer to this section.

    • Enter the Sender number ​you want to use for your communications.

    • Select your SMS Execution Field to select the Profile attribute associated with the profiles’ phone numbers.

  4. Once all the parameters have been configured, click Submit to confirm. You can also save the channel surface as draft and resume its configuration later on.

  5. Once the channel surface has been created, it displays in the list with the Processing status.


    If the checks are not successful, learn more on the possible failure reasons in this section.

  6. Once the checks are successful, the channel surface gets the Active status. It is ready to be used to deliver messages.

You are now ready to send SMS messages with Journey Optimizer.

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