Overview

On March 31, 2022, Octane AI ended support for (i.e. deprecate) SMS sending so we can focus on zero-party data features like the quiz and pop-ups. The purpose of this document is to explain this decision, how it will impact your business, and what you need to do to prepare for this change.

Table of Contents

1. What this means for your Octane AI account

1.1. When is SMS being deprecated?

1.2 Why is Octane AI deprecating SMS?

2. Migrating SMS from Octane AI to a new provider

2.1. Keeping your number vs. acquiring a new one

2.2. Migrating to Klaviyo

2.3. Migrating to Attentive

2.4. Migrating to Postscript


1. What this means for your Octane AI account

Octane AI is deprecating its SMS sending feature - put simply, this means you won’t be able to send SMS flows (i.e. cart abandonment, order confirmation, shipping notification, or order delivered SMS) or campaigns to your customers using Octane AI.

The following features will not work after deprecation:

Feature

What was deprecated?

SMS Campaigns

Any SMS campaigns after March 31, 2022.

SMS Flows

  • SMS cart abandonment

  • SMS order confirmation & shipping notifications

Mobile one-click subscribe

One-click SMS opt-ins in pop-ups.

Messages sent on opt-in

  • Double opt-in messages.

  • SMS welcome messages sent after someone opts in.

SMS analytics

Metrics related to SMS campaigns & flows.

The following features will continue to work after deprecation:

  • You can continue to grow your SMS subscriber list through phone number opt-in tools in quizzes and pop-ups.

  • You can continue to use our Klaviyo integration to send SMS subscribers to Klaviyo, or our Zapier or Alloy integrations to send SMS subscribers to another SMS provider.

1.1. When is SMS being deprecated?

SMS sending through Octane AI was deprecated on March 31, 2022.

1.2 Why is Octane AI deprecating SMS?

We’re a startup with ambitious goals, so it’s important for us to focus on a single mission. We want to focus our efforts on making Octane AI the best zero-party data platform and the features that support that vision, like our quiz and pop-ups. We believe this is the best way for us to help you increase revenue and build relationships with your customers.

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2. Migrating SMS from Octane AI to a new provider

To continue sending SMS to your subscribers after March 31, 2022, you will need to migrate to a new provider. The exact steps you take will vary based on who you choose as your new provider, but each platform also has teams that can help with the migration.

Any SMS subscribers you migrate will need to have been collected in compliance to SMS marketing rules and regulations detailed in this guide.

General migration steps

In general, your SMS migration will follow the below steps:

  1. Choose a new provider. We recommend Klaviyo, Attentive, or Postscript as great options for SMS sending, but we also advise that you spend some time researching which platform will work best for your store.

  2. Optional - Port your number from Octane AI to their your provider. This step is not required, since you can get a new phone number from your new provider. However, if you decide you want to try to keep your phone number, please start that process early since it can take several weeks to port your number to your new provider. If you're not sure what to do, please review our guide to keeping your number or acquiring a new one.

  3. Transfer your SMS subscriber list from Octane AI to your new provider. Once you know which service you want to use, you can export your SMS subscriber list (go to Customer > SMS subscribers and click Export CSV). You can then upload this list into your new SMS tool. You may need to make some adjustments to the file format (most likely deleting unnecessary columns) to ensure it meets your new provider’s import format requirements.

  4. Setup any existing Flows on your new provider. If you use any flows to send cart abandonment, order confirmation, shipping notification, or order delivered messages, you should make sure those are recreated in your new tool.

  5. Setup any upcoming Campaigns on your new provider. If you have any upcoming campaigns, you should make sure those are recreated in your new tool.

2.1. Keeping your number vs. acquiring a new one

When migrating to another SMS platform, you'll have to make a decision on whether you would like to keep your phone number or acquire a new one.

If you're keeping your current number

Each SMS platform listed below has their own dedicated teams that will help you with the process of moving your number to their SMS provider. The length of this process can vary, taking anywhere between 1 business day to several weeks depending on the provider the platform uses.

If you're acquiring a new number

If you're acquiring a new number, for best practices and to avoid degradation in deliverability or spam status, each platform recommends that you take the following steps:

  1. Send out a text before you change numbers to your subscribers (i.e. from Octane AI).

  2. Send out a second text after you acquire your new number (i.e. from your new provider).

Here's a general look at the content of those two texts:

The first message will include:

  • The new phone number.

  • How to opt out from your brand.

  • Details like customer support information.

The second message will be sent from the new number and will include:

  • How to opt out from your brand.

  • Details like customer support information.

  • Disclaimer on messaging frequency.

2.2. Migrating to Klaviyo

Klaviyo has extensive documentation on migrating to their SMS platform and integrates directly with Octane AI.

If you already have an Octane AI & Klaviyo integration.

If you've already set up Octane AI's Klaviyo integration, any numbers you've collected in Octane AI will have been sent over into Klaviyo as long as you have enabled SMS in Klaviyo.

If you do not already have an Octane AI & Klaviyo integration.

If this hasn't been set up yet, you can setup this integration then sync your Octane AI list to Klaviyo with the following steps:

  1. Sign up for a Klaviyo account if you don't already have one.

  2. In the Octane AI dashboard, go to the Integrations page.

  3. Locate Klaviyo and click on the "Actions" drop-down menu.

  4. Click "Customize".

  5. In the pop-up window, paste your Klaviyo private key.

  6. Next, change the target list to sync emails with to "Not selected" and save.

  7. Follow steps 3 and 4 to re-open this window, select the desired list, and save to initiate a full sync of your Octane AI subscribers into that list.

2.3. Migrating to Attentive

Attentive has a detailed blog post on migrating to their SMS platform. When you're ready to migrate, Attentive has the following tips to keep in mind:

1. Contact Attentive's team for assistance on the process.

Attentive's Messaging Operations Team will be able to work with their provider to make the number migration (or migration to a new number) as smooth as possible.

They also have Account Executives and Client Strategy Managers that can help you onboard and hit the ground running.

2. Choose whether you're keeping your number or acquiring a new one.

Keeping your number is a longer process but can result in maximizing the number of subscribers that are retained in the migration.

3. Implement SMS best practices before sending any messages.

Best practices, such as SMS quiet hours and double opt-in make sure your customer experience stays consistent with Octane AI's while also making sure the compliance of your SMS marketing stays strong.

2.4. Migrating to Postscript

Postscript is offering a 45-day free trial for any Octane AI merchants that want to migrate to their platform. The Postscript team also recorded a short video to introduce you to their platform.

When you're ready to migrate, Postscript has a document on how to import SMS subscribers, and they offer office hours and the Postscript Academy to help you get up and running with their service.

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Have any questions? Send an email to [email protected] or use the support icon to chat with our team.

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