How SMS parts and message billing work

A long text message is sent as several SMS parts, and emu.chat bills text messages per part. MMS and RCS messages are billed per message, however long they are.

What an SMS part is

A single SMS holds a fixed number of characters. When your message is longer, it is split into parts that the recipient's phone joins back into one message. Each part of a split message holds slightly fewer characters, because some space is used to join the parts.

For example, a 200-character message in standard characters uses 2 parts. The same message with one emoji uses 3.

Which characters are special

Standard characters are the basic SMS character set: unaccented letters, numbers, and common punctuation. A single character outside that set, such as an emoji or many accented letters, switches the whole message to special-character mode, so every part holds fewer characters.

• A few standard symbols count as two characters each but don't switch modes: ^ { } \ [ ] ~ | €.

• Curly quotes and apostrophes, such as those pasted from Word, are changed to straight ones before sending, so they don't switch the message to special-character mode. The composer can still show the Unicode badge for them.

Maximum message length

A text message can use up to 16 parts, and must also fit the character limit for your inbox's number. The composer counter shows the limit that applies. With special characters, 16 parts is reached sooner, at 1,072 characters. A message over either limit can't be sent until you shorten it. Messages sent over RCS have no part limit, only the character limit.

Two things add length you don't see as you type:

• Merge fields are filled in for each contact before the message is counted, so one message can use a different number of parts for different contacts. In a campaign, a contact whose message ends up over the limit doesn't receive it, while the others still go out.

• The trial signature is added to every message you send during a free trial and counts towards its length and parts. The counter already allows for it.

To read the counter as you type, see Sending messages.

How each type of message is counted

emu.chat counts each message per recipient, when it is handed to the network. A scheduled message isn't counted until it goes out.

• SMS to Australian numbers counts per part. A 3-part message to one contact counts as 3; sent to 100 contacts, it counts as 300.

• MMS counts per message. Each attachment sent as media is its own MMS.

• RCS counts per message, at its own rate. If an RCS message can't be delivered and is resent as SMS or MMS, the RCS message is not charged and the replacement is counted as SMS or MMS.

• International SMS counts per part, at the cost for the destination country.

Included allowance, credits, and overage

Your plan includes a monthly allowance of SMS and MMS per seat, shared across your organisation. Messages use that allowance first. Once it runs out:

• If you pay by card, further messages draw from your credit balance.

• If your organisation is on postpaid billing, further messages are charged as overage on your invoice.

RCS and international SMS have no included allowance, so they draw from credits or overage from the first message. During a free trial, every message draws from your trial credit, and RCS isn't available.

For allowances and plans, see Managing your billing and seats. For your balance and auto top-up, see Buying credits and setting up auto top-up.

Failed and incoming messages

You get your credits back only when a send fails as emu.chat hands the message to the network, for example if the network refuses it straight away. Once the network accepts a message, it is charged, even if it is later reported as failed, rejected, or expired. A message that is stopped before sending, for example because your balance is too low, is never charged.

For what each status means, see Why did my message fail? (message statuses explained).

Messages your contacts send to you are not charged.

Where to see your usage

• Settings → Billing: the usage table shows this period's count for each type of message against your allowance, and the credits each has used.

• The detailed message report shows the parts each message used. See The detailed message report.

• Campaign reports show the total SMS parts for each campaign.