Help & FAQs

Need Help? 

Review our Frequently Asked Questions below. If you still need assistance, email us at [email protected] or call 317-273-8119. 


The following is a list of commonly asked questions.

Frequently Asked Questions

General

What is Launch and how can it help my business?

Kerauno Launch is a Text engagement platform delivering real-time, two-way, mass texting capability for communications with customers, employees, fans, and anyone else your business requires. Launch combines powerful capabilities with incredibly intuitive design, making it easy to get up and running, and even easier to maintain.  

Manage Launch from a desktop browser, tablet, or mobile phone all without accessing an app. With Kerauno Launch, you can engage faster and with greater impact, all while saving you time and increasing productivity.

What is SMS and why should I use it?

Short Messaging Service (SMS) is a means of sending text only messages via mobile device over a cellular service. SMS can improve business communications, encourage engagement with customers or fans, as well as inform consumers of events and activities. 

What is MMS and how do I use it?

Multimedia Messaging Service (MMS) is a means of sending messages via mobile device over cellular service that includes multimedia such as a single photo, multiple photos or even video. Manage media files from the Media Library

What are the character limits for messages?

  • SMS and Long Code Texts: 160 characters
  • MMS Messages: 1600 characters plus a single media file

What is Short Code?

A 5 or 6 digit number that is used to send and receive text messages. Short codes are great for sending bulk messages. A short-code is required for any type of Group Message or Drip Campaign

What is a Shared Short Code?

This number is shared by other organizations engaging in SMS communications. Limitations may occur when using a Shared Short Code number because other companies may already be using desired Keywords or Sub Keywords. Work with your Kerauno account representative to purchase a shared Short Code.

What is a Dedicated Short Code?

This number is used for one organization only. It cannot be used by any other entity to send SMS communications. Work with your Kerauno account representative to secure a dedicated Short Code.

Can I create a Short Code Number using letters?

Yes. Short Code numbers can include letters in the 5 or 6 total characters available. Example: TEXTME. Work with your Kerauno account representative to secure a customized Short Code number.

What is Long Code?

Also referred to as a Textable Number, a Long Code is a 10 digit traditional phone number used by a single organization to send and receive text messages. Long codes are great for conversation-style messaging. Work with your Kerauno account representative to secure a Long Code number.

How do I use Launch from a cell phone?

Use a web browser on your cell phone to access Launch or utilize the Send from Phone feature to send texts to Contacts right from the text messaging service on your cell phone.

Contact Management

What is a Contact?

Contacts are records of individuals that when opted-in, can be messaged individually, added to Groups, or added to Campaigns via Launch. Contacts can belong to more than one Group or Campaign. 

What are Contact Groups and why should I use them?

Groups are a collection of Contacts categorized by engagement topics. Groups can be directly messaged within Launch and Campaigns can be crafted with messaging geared towards selected Groups. Groups are ideal for organizing Contacts for custom and personalized engagement Campaigns. 

How many Groups can I create? 

There is no limit to how many Groups can be created. 

How do I collect Contacts?

Utilize the Keywords and  Widgets features to allow Contacts to add themselves to Groups, or upload Contacts directly into Launch. 

Can I upload individual Contacts?

Yes. Add individual Contacts from the Contacts menu. Click Add Contacts and manually enter the information on the Add Individual default tab or use the Copy/Paste tab. 

Can I upload Contacts in bulk?

Yes. Add individual Contacts from the Contacts menu. Click Add Contacts, click the Upload tab, and browse to the file containing Contacts. Upload the file into Launch. An upload template is available for download formatted by: Phone Number, First Name, Last Name, Email, Note, and any Custom Contact Fields saved from the Contacts menu.

Can I upload Contact lists that I have purchased? 

No. Purchased lists cannot be added to Launch. Only Contacts that have intentionally opted in can be added to Launch. 

What is a Widget and why should I use one? 

A Widget is a customizable online form used to collect Contacts from a website, social media page, or other digital media. Widgets are a great way to build your audience automatically. When a Contact completes a Widget form, Launch automatically assigns them to specific Groups and Campaigns

What is a Keyword and why do I need one? 

A Keyword is a unique custom word such as 'SAVINGS' that help grow contact lists. Contacts opt in by texting the Keyword to a specified Short Code number to receive promotions, notifications, or information. Keywords are ideal for attracting new Contacts to your SMS messaging efforts. When this Keyword is used, the trigger word SAVINGS must be submitted by a patron.

Purchase Keywords to use in Launch through your Kerauno account representative or send a request through a support ticket.

How do I use a Keyword?

Add purchased Keywords to print and digital media, email signatures, and more. Use a Keyword anywhere there is an opportunity to connect with new Contacts.

Why is a Keyword unavailable? 

An unavailable Keyword means that another Launch customer is already using the desired Keyword. Work with your Kerauno account representative to add one or more additional characters to the Keyword and see if it's available. Example: If FREE isn't available,  FREEBIE or FREE4ME may be. 

What is a Sub Keyword and why should I use one?

A Sub Keyword allows you to further segment your audience and run multiple campaigns simultaneously and send different content despite using the same keyword. Example: Primary Keyword SAVINGS covers a Campaign for boosting sales through a discount initiative. Sub Keyword SUMMER is used to segment Contact engagement during the Summer months. When this Keyword and Sub Keyword combination is used, the trigger phrase SAVINGS SUMMER must be submitted by a patron. 

How do I use a Sub Keyword? 

Add Sub Keywords to print and digital media, email signatures, and more. Use a Sub Keyword to target Keyword subsets anywhere there is opportunity to connect with new Contacts.

Can I look up a Contact's cell phone carrier? 

Yes. Access the Carrier Lookup option in the Tools menu to view a Contact's cell phone carrier. This can be helpful when troubleshooting undeliverable messages. 

What do I do when a Contact wants to opt out?

When a Contact opts out either via an email request, phone call, or written notice; access the Contact from the Contacts menu. Click the checkbox next to the desired Contact and click the Opt Out button. Note: Once a Contact has been opted out, they cannot be added back in by a Launch user. The only way to re-add a Contact is when the individual sends a new message to your Short Code with an active Keyword or signs up via a Widget

How do I re-add a Contact that has opted out?

A Kerauno Launch user cannot opt a Contact back in once they have been opted out. The only way to re-add a Contact is when the individual sends a new message to your Short Code with an active Keyword or signs up via a Widget.

If a Contact opts out, are they opted out from all clients using the same Shared Short Code?

It depends on how they opted out. 

When a Contact replies STOP followed by the Keyword they want to opt out of, they will only be opted out of that Keyword Group. 

Example: STOP FREEBIE opts the Contact out of the FREEBIE Group, but does not affect any other Groups they may currently be opted into.

When a Contact replies STOP to a message within 12-hours of receipt, they are locally opted out from that specific account automatically, and not removed completely from the short code. This ensures that if the same short code is used for a separate account, the Contact will still receive their messages.

When a Contact texts in STOP at random, our system looks back at the last 30 days of messages sent to that contact from the shared short code, and opts-out the number from any account(s) that sent the contact a message during that time period.

Note: If two separate Launch accounts message the same contact within a 12 hour period and the recipient responds with STOP to opt-out, only the most recently received message will be opt'd out.

A Contact can opt back in at any point by simply texting in with the Keyword to be added.

Can Contacts be opted out in bulk? 

Yes. Contacts can be opted out in bulk from the Bulk Opt-out option in the Tools tab. Browse to the appropriate file and upload it into Launch or paste individual phone numbers to opt out. 

Can I create Custom Contact Fields? 

Yes. Custom Contact Fields can be added and managed from the Contacts tab. These are ideal for further customizing messages beyond just a First or Last Name. Examples include: Birthday, Agent Name, Referral Source, 1st Order date, and more to engage your Contacts on a more personal level. 

Can I block a Contact? 

Yes. This feature is best used for Contacts that respond with foul language or other inappropriate content. Blocking a number also automatically opts out the phone number in your Kerauno Launch Contacts. The Contact would be required to opt back in on their own accord, even if removed from the Blocked Contacts list. Therefore, this action should not be taken lightly. Block a Contact from the Contacts tab. 

How do Contacts assign themselves to Groups?

Keywords and Widgets are ideal for enabling Contacts to opt in directly from a variety of ways: website, Facebook, or Email link.


Campaigns

What is a Campaign and why should I create one? 

Campaigns are a group of strategic Group Messages sent at specific times to engage with various Groups. Campaigns are excellent for sending timely content regarding a specific topic to a target Group audience. 

Campaign examples include: informative messages leading up to an event such as a conference, fundraiser, sporting event, or company function. 

What kinds of Campaigns are available? 

  • Drip-Allow users to send a series of timed text messages to anyone who joins a Group connected to that campaign.
  • Reminder-Used to send timely alerts and notifications to Contacts. Examples include: appointment reminders, anniversary greetings, and payment notices.
  • Recurring Texts-Messages that are scheduled to be sent on a regular basis, such as daily, weekly, or monthly.
  • Poll & Vote-An excellent way to engage audiences by creating polling questions with multiple choice answers.
  • Message Templates-Not technically a Campaign, but a convenient way to send the same content time and time again without rewriting entire messages.


Sending Messages

Are there SMS guidelines and requirements? 

Yes. Be sure to read about SMS Compliance & Regulations prior to developing Campaigns and sending messages.

What are message templates and why should I use one?

Message Templates provide a convenient way to send the same content time and time again without rewriting entire messages. In addition to saving time, a template can help maintain consistent company voice and terminology throughout communications. 

What is a Group Message? 

A Group Message is a customizable message to a group of people including multiple contact Groups, individual Contacts, or both. Create a new Group Message by clicking the New Message button within Launch, then select Send Group Message.

Can I send a message to more than one Contact at a time?

Yes.  Create a new Group Message by clicking the New Message button within Launch, then select Send Group Message. Select from the available Groups and/or enter individual phone numbers directly. 

What can I add to messages?

A variety of media files can be added to messages including graphics, links, or QR Codes. Visit the Media Library section under Tools to learn more about including media in messages.  Acceptable file types include; jpeg, jpg, gif, png, wav, mp3, 3gp, and mp4 with a maximum file size of 5MB.  Audio and video files are limited to 500KB and may be sent via a link instead.

Can I send Launch messages from my cell phone? 

Yes. Utilize the Send from Phone feature to send texts to Contacts right from the text messaging service on your cell phone.

How do I communicate with just one Contact? 

Create a new personal message with a Contact by clicking the New Message button within Launch, then select Start 1 on 1 Conversation. Enter a Contact name or phone number and populate your message. Personalize, insert a template, or add media as you would a Group Message.

Are special characters permitted in SMS messages? 

Yes:  The following characters can be used within messages:  .,:;!?()~="+-_\/@$#&%'

Can I create and send QR codes in messages?

Yes. Visit the QR Code Generator section under Tools to learn more about including QR Codes in messages.

What if the link I want to share is too long?

Use the Link Shortener within Launch to easily share long links in a condensed version. 

Can I change a scheduled message? 

Yes. Access the Scheduled Texts tab in your Outbox to manage messages that have not yet been sent. 

Can messages be forwarded to an email address? 

Yes. Access Message Forwarding section under Tools to set up message forwarding. 

Can I reuse message content for future use?  

Yes. Our Message Templates option within the Campaigns and Tools section offers a convenient way to send the same content time and time again without rewriting entire messages. 

Can all cell phones receive SMS messages?

Generally, yes. Most cell phones can receive SMS messages with very few exceptions. 

Can I send Messages on the fly?

Yes. Access Launch from a desktop computer or a mobile device browser and send messages for immediate delivery. 

My event changed and I need to change a Scheduled Message. What do I do?

Use a web browser on your cell phone to access Launch or utilize the Send from Phone feature to send texts to Contacts right from the text messaging service on your cell phone. Scheduled messages can also be edited from the Outbox

What is a Widget and why should I use one?

A Widget generates embedded website HTML or CSS to allow users to opt into Launch via web pages. 

Where do I view sent messages in Launch? 

The Outbox is used to manage all sent messages from Contacts associated with a Keyword or enrolled in a text Campaign. Scheduled messages also appear in the Outbox and can be edited when needed. 

How long are messages saved in my Inbox?

Messages remain in your Inbox until deleted. However, you can still access deleted messages from the Deleted Folder.


Receiving Messages

Where do I view received messages in Launch?

Received messages from Contacts appear in your Inbox.

Do I pay a fee for incoming messages?

No. Incoming messages are free. 

Do all recipients see message replies from a Contact?

No. Responses from Contacts via a group Message are sent only to you. View and manage received messages from your Inbox

Can I receive MMS messages from Contacts?

Yes. Received SMS & MMS messages from Contacts appear in your Inbox.


Media Library

What file types can I send via Launch? 

Acceptable file types include; jpeg, jpg, gif, png, wav, mp3, 3gp, and mp4 with a maximum file size of 5MB.  Audio and video files are limited to 500KB and may be sent via a link instead. Upload files for use in messages in the Media Library

What are the file size restrictions for MMS messages? 

Maximum media file size is 5MB.  Audio and video files are limited to 500KB, larger files can be shared via a link instead.

Can I create a custom image to use in a message?

Yes. Use our Poster Creator to generate eye catching images with custom text to share in Messages, print, or digital advertising.