đ Ultimate plan only: The unlimited eligible Auto Messages described in the Auto Messages section are available on the Ultimate plan.
MoeGo counts outgoing text messages using SMS segments. One message can contain one or more segments, and each segment can affect your SMS credit usage.
This guide explains how message length, emoji, Smart Encoding, message type, and delivery results affect the number of credits used.
How SMS segments work
SMS credits are counted by segment, not only by how many times you select Send.
A short message usually fits into one segment. A longer message is divided into multiple segments and reassembled on the recipientâs phone. The number of characters that fit in each segment depends on the messageâs encoding.
Standard characters
Messages containing standard GSM-7 characters can include:
Up to 160 characters in one segment.
Up to 153 characters per segment when the message is divided into multiple segments.
Smart Encoding
Smart Encoding can replace certain compatible Unicode punctuation or spacing characters with standard SMS characters. This can help prevent an otherwise standard message from switching to Unicode encoding unnecessarily.
Smart Encoding may replace compatible characters such as certain curly quotation marks or special spaces. It does not remove or convert emoji.
Previously recorded SMS usage will not be recalculated. The corrected counting applies to new messages after the update takes effect.
đ For more technical details, refer to Twilioâs documentation.
Message encoding | Common content | One-segment limit | Characters per segment in a multi-part message |
GSM-7 | Standard English letters, numbers, and supported punctuation | 160 | 153 |
Unicode/UCS-2 | Emoji, Non-english characters, and other unsupported characters | 70 | 67 |
đ Note: Some GSM-7 characters use an extension code and can count as two characters. The count shown in MoeGo is the best way to confirm how the completed message will be divided.
Check the segment count before sending
On desktop, the message composer can show the number of SMS segments before you send a message. Hover over the SMS count indicator to review the estimated usage.
The MoeGo Business App may not show the same pre-send segment count. Keep message length and emoji use in mind when sending from the app.
Auto Messages and Two-Way Messages
Message type | Counting behavior |
Eligible Auto Message on Ultimate | Included in the unlimited Auto Message allowance and does not reduce the available SMS balance |
Other Auto Message | Uses the applicable Auto Message credit rules |
Two-Way Message | Uses credits based on the number of outgoing SMS segments |
Mass Text | Uses credits for each recipient and each segment sent |
Auto Call | Appears separately in Message Report when applicable |
Some Auto Messages can include up to 480 standard characters under the applicable Auto Message counting rule. Emoji or Unicode characters can still change the message encoding and reduce the characters available in each segment.
How variables affect the count
Message variables are replaced with the customerâs actual information before the message is sent. The final textânot the variable name shown in the templateâdetermines the message length and number of segments.
For example, a customer with a longer name or a service with a longer description may cause the final message to use an additional segment.
đ Note: Eligible Auto Messages sent under the Ultimate plan's unlimited allowance do not reduce the SMS balance. Two-way messages still use SMS credits.
Check your remaining SMS credits
Select Messages: Open Messages in MoeGo.
Select the location: Make sure you are viewing the correct business location.
Select SMS available: Open the Message Report from the SMS balance shown in the header.
Select the billing cycle: Choose the cycle you want to review.
Select each usage category: Compare the credits available with the credits used by message category.
If youâd like to check how many SMS credits are included in your plan, you can visit the Pricing Page, or navigate to top right Head Icon â Account in Desktop version to view the SMS amount included in your current subscription.
The Message Report may include:
From your plan: SMS credits included with the subscription for that billing cycle.
Purchased: SMS add-on credits purchased manually or through Auto Reload.
Two-way message: Credits used by manual SMS conversations.
Auto message: Credits used by eligible automated SMS messages.
Auto call: Usage from automated phone call reminders, when applicable.
Unlimited Auto Messages: Eligible Auto Messages sent under an unlimited allowance. These do not reduce the SMS balance.
Purchase Additional SMS Packages
You can purchase extra SMS credits anytime:
Go to Message Report â Purchase SMS.
Select your desired package and complete the checkout process.
đĄ Purchased SMS packages never expire â any unused credits will roll over to the next month.
Note:
SMS credits included in your subscription plan reset each billing cycle and do not roll over.
You can also enable Auto Reload for your selected SMS package.
When your remaining balance drops below 10 SMS, the system will automatically purchase and reload the same package to ensure uninterrupted messaging.
FAQ
Do failed messages still count toward SMS usage?
It depends on the reason the message failed.
SMS credits will not be charged in the following situations:
The client has opted out of SMS messages
The phone number is a landline
The message cannot be delivered to the clientâs carrier
However, SMS credits will still be charged if the message fails due to carrier filtering, such as:
Messages containing sensitive or restricted terms
Messages including certain short links
Other carrier-level spam filters
This is because the message is successfully sent from the system but blocked later by the carrier.