1.Knowledge of keyword

1.When a Customer Texts My Keyword Campaign, is That Considered a Text I Am Charged For?
No. When a customer sends a text message to your keyword task, the service provider will charge the customer, which is part of the customer's responsibility.


2.How to Use the Three Keyword Types?
1)Keyword: This is the most basic type of keyword function, that is, users send specific keyword to a dedicated phone number via SMS to become your subscribers. You can design keywords in line with your own brand characteristics to deepen the user's impression of the brand.
2)Opt-in link: Social link type is a powerful tool for brands active on various social platforms. If you want to convert social account followers into SMS subscribers, you only need to post social links on various social media platforms, and followers only need to click on the link on the screen to become a member of the subscription list.
3)QR Generator: In today's smart age, QR codes have become ubiquitous in daily life. It is the most applicable and can be placed anywhere: in commercials of TV programs, on shop windows, and in brochures, so that even people who have never been in contact with the brand before also can scan the code to subscribe. It can even be attached to product packaging to convert existing customers into SMS subscribers.


3.Can My Keyword Be Multiple Words or Just One Word?
Keyword is a word or phrase that people text in to a short code number to join your list. You are able to reserve Textwords that are single words or multiple words. Single words are easier to use for your subscribers. Try to keep it short and simple.
Example 1: "Sign Me Up" is considered 1 Keyword even though it is multiple words.
Example 2: "SignMeUp" is considerd 1 Keyword but it's a single word.


4.How to Create Keyword?
Find Keyword in the Collect Subscribers on the left menu bar and select the type of keywords you want: Keyword, Opt-in link or QR Generator.
Then enter the edit page, fill in the task name and the keyword you want the user to reply.Enter the SMS content of the automatic reply after the user successfully subscribes.Then you can generate your own keywords!

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2.Knowledge of Pop-up

1.What Information Can I Get from Customer by Using the Pop-up?
You can use pop-up windows to collect subscriber information. Currently, the pop-up function of Plexins only supports collecting subscribers' phone numbers and email addresses.


2.If the Customer Closes the Pop-up Without Filling in the Information, Can It Pop up Again?
The pop-up will not pop up automatically for the second time. However, after the customer closes the pop-up without filling in the information, it will shrink into a floating window and hang on the page. The customer can click the floating button to reopen the pop-up to fill in the information.


3.What Types of Pop-up Do You Provide?
At present, Plexins only provides benefit distribution pop-up  for information collection, but we will continue to update the types of pop-up in the future to meet your further needs. Please stay tuned.


4.How to Create Pop-up?
The use of pop-up is also very easy. You only need to find the Pop-up in the Collect Subscribers on the left menu bar, and you will enter the pop-up usage page. Then select the template you want from the pop-up templates provided by Plexins, click Edit to customize the design, and finally click Publish. The creation and use of such a pop-up is complete!

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3.Knowledge of Flow

1.Is There Have Any Delay During the Use of Flow?
Because data processing takes time, there will be a delay of a few seconds after the trigger is triggered, and then the next action will be generated. This is normal.


2.Understanding Flow's Trigger and Filter Types.
Plexins has 6 Flow triggers and 3 filter types.
The six triggers are New Customer, Checkout, Order Paid, Order Cancel, Order Fulfilled, and order Refunded.
The filter types are customer filters, action, time.
You can choose according to the type of Flow you want to design. Overlaying multiple triggers and filters can make your automated marketing process more complete and specific, and achieve refined operations.
Plexins has also designed ten Flow templates in advance according to your basic needs, and you can choose a template that meets your business strategy for use or reference.


3.What Other Functions Can Flow Be Used in Combination with?
At present, Flow only supports the combination of SMS marketing to realize automated marketing. In the later period, Plexins will continue to optimize the Flow function, increase the combination with Email marketing, and realize the automated marketing of the Email section.


4.How to Create a Flow?
Plexins simplifies the creation of Flow, and the design of a flow can be completed in minutes!
First select the trigger type and fill in the filter conditions. Then add a filter according to your needs, and set the relevant trigger nodes of the automation process in the filter. That's it, a Flow is successfully created!

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4.Knowledge of Email

1.How Many Emails Can I Send at One Time?

Plexins has no limit on the number of Emails you can send. Even if you have a large number of subscribers, you can also send mass emails smoothly, complete your email marketing campaign in one go.


2.Which Marketing Campaigns Can Email Campaigns Be Used for?
You can use Emails to promote new products, birthday greetings, holiday event announcements, etc. to your customers. Plexins has prepared a variety of templates for you to choose from to meet your different marketing needs.


3.How Often Should I Send Emails to My Subscribers is Suitable?
The frequency of Email marketing is best not to be too frequent, 1-2 advertisements per month is the most appropriate. If it is a promotion or a specific festival event, it can be pushed once a month. If you only send a one-time campaign, you can launch it 2 times a month. Too frequent marketing activities will arouse the disgust of subscribers, and it is very likely that subscribers will unsubscribe or even be blacklisted.


4.How to Create a  Email Campaign?
Creating Email campaigns is easy and fun. You only need to find Email Campaign in the left menu bar, click New Campaign, and then you will enter the three-step editing process.
Step 1. Fill in a name for your event and select the list of objects you want to send emails to. Then choose whether to enable Smart Send.
Step 2. Enter the subject line of your email, the name of the sender you want customers to see, your email address, and the email address that accepts email responses.
Please attention. It's important that the subject line you enter will affect whether your email is classified as spam.
Step 3. Set Timing sending.You can choose send now or schedule for later.

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5.How to make sure my text message campaign is compliant?

Plexins are built for compliance. However, we strongly suggest that merchants become familiar with all the legal requirements and go through our guides about TCPA&CTIA compliance


In addditon,Undisturbed setting is enable automatically as soon as install plexins that is designed to prevent accidental spamming,Strength Meter will remind you to add the obligatory “Text STOP to opt out” ending to all your text messages.

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6.Tips of sending frequency and amount

1.How often should I send text messages to my subscribers?

 If you actively use automations , it is best to initiate 1 additional text marketing campaign per month -with a special discount/sale or around major retail events such as Black Friday/Cyber Monday, Christmas or Valentine’s Day.


If you solely send one-off campaigns, it is OK to initiate 2 per month. 

Remember not to spam your subscribers every other day, but to launch a campaign only if you have something meaningful to say or  offer them, such as an important update or a special, time-limited offer.


2.How many messages can we send in a day?

 There is no limit so long as each campaign and automation are individually within compliance.


That said, sending a large volume of messages that receive low engagement and high opt-out rates can flag an account. Carriers look at these data points along with increased sending frequency to determine if a shop might be sending unwanted, spam, or abusive messages.


We recommend you increase your sending frequency over the course of a few weeks. Taking advantage of subscriber segmentation can also help you send campaigns to specific groups of subscribers, allowing you to personalize the message or engagement strategies for better conversion and click-through rates.


  And in roder to avoid flagged a accout, we also provide SMS anti-disturbing mechanism and SMS intelligent sending mechanism. Undisturbed settings will be enabled by default when plexins are registered for the first time. 

Automation events have a trigger frequency limit to ensure your operation compliance.

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7.Why did the message send failed? Will be charged?

 There are five reasons for message send failed as below:

  • Undisturbed settings and intelligent sending are enabled,and the time range is conflicting with the message send time.

  • The balance is running out .

  • Received phone number is not in the country of service of plexins.(We provide SMS service for The United States and Canada now, more countries SMS support will be launched ASAP)

  • Received phone number is not within compliance.

If you cannot find any one of the above four reasons ,Maybe the system is in trouble or send fulfillment is failed by the carriers, the You can reach out to our wonderful Support team at hello@plexins.com.



Will be charged when fail to send message?

 It will not be charged at the five reasons for message send failed as below.

  • Undisturbed settings and intelligent sending are enabled,and the time range is conflicting with the message send time.

  • The balance is running out .

  • Received phone number is not in the country of service of plexins.

  • Received phone number is not within compliance.

  • The system is in trouble.

And it will be charged when message have been submit to carriers whether is successful or not . cause carriers have start the send fulfillment as soon as the message submit .

If you cannot find any one of the above five reasons ,You can reach out to our wonderful Support team at hello@plexins.com.

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8.Why is our automation not sending message?

There are five reasons for automation not sending message as below:

  •  It is disabled at your automation trigger listing.

  •  There is a no trigger.

  • The trigger is not meet automation event trigger condition.

  •  You have setup delay send.

  • Undisturbed settings and intelligent sending are enabled,and the time range is conflicting with the message send time.

If you cannot find any reason as above ,You can reach out to our wonderful Support team at at hello@plexins.com.

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9.Sending Message

1.Do I need to be in the same location as my customers in order to be able to send them text messages using Plexins?

No, we will be able to deliver your text messages regardless of where your business is based.


2.Why don't message preview and test message show correct short code?

 Plexins message shortcode are dynamic,In order to preview the message , some shortcode of the message preview is simulated.  And Since test messages aren't tied to a customer, test message will be sent with message preview.

When message is sent to customer ,shortcode will be populate based on information unique to the customer.   

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10.Knowledge of message (SMS)

1.How is the pricing per message broken down?

A single message (SMS) contains up to 160 characters. If you exceed this number by anywhere between 1 and 153 characters, the message counter will calculate it as a second SMS and you will be charged for 2 messages.

In case you go above 320 characters, you will be billed for 3 messages and so on. You can also add emojis, but keep in mind they’d reduce the total character count from 160 to 70 per message. 


2. Are you going to show my real phone number?

Absolutely not. We are using your phone number just to verify your registration or to contact you for urgent matters. It will not be shown to any of your customers.


3.Can I send both SMS and MMS?

 Currently we only provide SMS service,if you need MMS support, Feel free to contact our our  Support team at at hello@plexins.com.


4.Which Countries Does the SMS Service Currently Support?
Plexins' SMS service currently supports five countries: the United States, Canada, Australia, France, and the United Kingdom. We will upgrade in the future. Please stay tuned.


5.Can I Send Out Emojis?
Yes! Plexins supports emojis! 
It is important to note the deductions for emojis. Your message length will be reduced from 160 characters to 70 when the first emoji is added, and each emoji added will take up two characters of the total message length.`


6.Can I Type My Message in Another Language?
Of course you can! There is no language limit for SMS content, you can choose the language you want to edit SMS content.


7.How to Create a SMS Campaign?
Creating an SMS marketing campaign is simply easy.
First open the Automatic marketing in the left menu bar of Plexins, select the SMS campaigns, and click Create new. You’re now looking at a blank form. Give your campaign a name so you can easily view it in the future.
Then, select the campaign types and which list you'd like to send your text message to. 
After that, all you need to do is type up your message and either send it or schedule it for a future date. 
That's it!

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11.Some questions about Plexins app

1.How can I install Plexins and are there any setup fees? 

Installing plexins is completely free of charge and will only take you a couple of minutes. You can download in shopify app store easily, In case you need additional information, You can reach out to our wonderful Support team at hello@plexins.com


2.Will Plexins work with my eCommerce platform?

Plexins is available for Shopify, Additional platforms are coming soon.


3.What is Smart Sending and how does it work?

With Smart Sending, you can set a specified time frame that will prevent your Shopify store from sending messages too soon one after the other. 


4.What is Attribution and Why is it so Important?

 Attribution is the process of connecting user interactions to a specific marketing campaign, or, in other words - where and how your customers came across your product or service. 


Since in most cases there is a time gap between the moment you decide to buy something and the actual purchase, marketers find it hard to measure the effectiveness of their campaigns and the professional platforms use the so-called conversion windows - they help determine if a sale was in fact influenced by a specific campaign or not.


In terms of SMS, attribution will show how many people made a purchase on your store after receiving a text marketing message from your brand.


5.Are there any custom plans for brands with high volume of orders?

We have flexible plans designed especially for your needs. Feel free to contact our Email hello@plexins.com to help you choose the best solution.


6.Can I have a dedicated personal number?

Yes, if you are serious about text marketing and would like to have your own unique business code we can take care of this.

Please mind that the whole process takes 6-8 weeks as we need to get approval from carriers.need any further helps,You can reach out to our wonderful Support team at hello@plexins.com

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