Overview
Your SMS gateway is the connection between CX Platform and the provider that actually sends your text messages out into the world (think BurstSMS, Twilio, or whichever provider your organisation uses). The default settings live at the company level, so once they're configured properly, every Application across your platform inherits them automatically.
This means most users never need to touch these settings. They just work in the background, quietly making sure your SMS sends land where they should. But if you're setting up a new gateway, switching providers, or troubleshooting a delivery issue, this is where the configuration lives.
You can also override these defaults at the individual Application level when you need a particular Application to behave differently — useful if one type of communication needs its own provider or sending rules.
Heads up — Admin access required
Configuring SMS default settings requires System Administration access in CX Platform. If you don't see these options in your settings menu, you'll need to ask a system administrator to make the changes for you, or request the right access level.
SMS settings explained
Here's a quick rundown of each setting you'll find in the SMS configuration panel and what it does. Most of these only need a one-time setup when your gateway is first connected, but a few (like Test mode and Max send per hour) are worth knowing about for day-to-day use.
| Setting |
What it does |
| Override company defaults |
Tick this when you want the current Application to use its own SMS settings rather than inheriting the company-wide defaults. Leave it unticked and the Application will quietly follow whatever the system administrator has set up at the company level. |
| Test mode |
Switches the gateway into a safe sandbox so messages don't actually get delivered to real recipients. Handy when you're testing a new template, trialling a personalisation token, or training someone new — you'll see what would have gone out without the awkward "why did I get this twice?" calls. |
| Max send per hour |
Caps how many SMS messages can be sent through this gateway in a single hour. Set it to 0 for no limit, or enter a specific number to throttle volume. Useful when you're working within provider rate limits, managing costs, or rolling out a large campaign in controlled batches. |
| Enable link tracking |
When ticked, any links in your SMS messages get wrapped so the platform can track who clicks them. This powers the click data you'll see in the Send Activity dashboard. Leave it off if you'd rather keep the link as-is and skip click tracking for this gateway. |
| Require secure links |
Forces any tracked links to use a secure (HTTPS) connection rather than a standard one. Worth enabling whenever your SMS messages link to pages that handle personal or sensitive content — it's a small tick that adds an extra layer of trust for recipients. |
| Gateway |
The SMS provider you want messages routed through (for example, BurstSMS). The dropdown lists every provider CX Platform supports out of the box. Choosing one here tells the platform which set of credentials and endpoint details apply. |
| Server / endpoint |
The URL CX Platform calls when sending messages through your chosen gateway. This is usually pre-filled to the provider's standard endpoint and rarely needs changing — only update it if your provider has given you a custom or regional endpoint to use. |
| Account Id |
The account identifier supplied by your SMS provider. Some gateways need this to know which account the messages are being sent from, especially when multiple accounts share the same credentials. Leave it blank if your provider doesn't issue one. |
| Username / API key |
The login or API key your SMS provider issued when you set up the account. CX Platform uses this to authenticate every send request, so it needs to match exactly what your provider has on file. |
| Password / API secret |
The matching password or API secret that goes with your username or API key. Together they confirm to the gateway that the request is genuinely coming from your organisation. If either one is wrong, sends will fail at the gateway. |
Tip
If you're setting up a new gateway for the first time, flick on Test mode and run a few sends through a test template before going live. It's the easiest way to confirm your credentials and endpoint are right without risking a real send going to a real recipient.
