Part calculations:
- In multi-part messages (i.e., messages with a length of more than 160 characters), the maximum length of each part is determined by the type of characters present in the message content.
- If the message content contains a single Unicode character, the entire message will be considered a Unicode message.
- For Unicode messages, the maximum characters that each part can hold is 60 characters (for a single-part message). If the message contains more than 60 characters, the maximum characters that each part can hold is limited to 53 characters.
- For non-Unicode messages (i.e., messages using GSM-7 characters), the maximum number of characters that each part can hold is 160 for a single message and 153 characters for multi-part messages.
Once the Notification SMS feature is enabled and credits are bought, the next requirement is to set up SMS templates, have them verified as per the DLT guidelines, and use the templates to set up notifications.
To create Template in CRM
- Create an SMS template on CRM
- Give the template a name
- Select the module to associate the action, and provide the SMS content.
- You can use merge fields to add fields from records as your SMS content.
To configure SMS templates
- Navigate to Setup > Automation > Actions > SMS Notifications > SMS Templates.
- Click + New SMS Template.
- In the pop-up for SMS template, provide the details.
- Click Save.
- Once the template is created, copy the content for DLT approval.
- You can click the link to copy the SMS content, and paste it on the DLT platform and submit for DLT approval.
You can view the message template by clicking on the record in the list view. You can edit the Message Name and the message when clicked on edit. Button is provided along with the action buttons in the top-right corner of the message template view page.

Note:
- Upon editing an SMS template, you can't change the module.
- If the message is edited, you need to submit it again for approval. You will be provided with the option to save as a draft and submit for approval.
Get the SMS content DLT Approved
Once the SMS template is set up in CRM, you will need to get it approved from DLT before using them. You can simply copy the SMS content into your clipboard from CRM and use it for review in your DLT portal. Once approved, you can download the DLT approved File.
DLT has set up rules and guidelines for the template content and restrictions.
Get CTA Whitelisted in DLT Portal
It has been observed by the Government that the URLs in the messages are often misused and cannot be traced back. As a measure to address this, TRAI have mandated that all Call to action links in the message template to be whitelisted.
These call to action links can only be long URLs, main domain pages, WABA links (WhatsApp for Business Accounts), APK links, mobile numbers, toll-free numbers, and email addresses can be whitelisted in templates. Shortened URLs from Bitly, TinyURL, and others will be neither approved nor allowed.
Go to your DLT Portal and whitelist the URLs that your message content will contain. If you fail to do this, messages containing URLs that are not whitelisted will not be delivered.
Upload DLT approved file and map SMS content
Once the DLT approved file is downloaded, you can upload it back to CRM. In Submit DLT file, map the Zoho CRM templates with the DLT approved SMS contents available in the file. Based on the mapped contents, SMS notifications will be sent as and when workflows are triggered.
To upload DLT approved file
- Navigate to Setup > Automation > Actions > SMS Notifications > SMS Templates.
- Click Submit DLT file.
- Select the DLT file from your device.
- Click Next.
- On the CRM Template Mapping page, map the templates.
Once the SMS contents are mapped, a test message will be sent to verify whether the message template is approved by DLT. Upon successful verification, the message templates will be approved in Zoho CRM and can be used in workflows.
Setting up SMS notifications
Once you have enabled SMS notification for your org, and have DLT approved SMS templates uploaded on your CRM, you can configure SMS notifications and use them with different Workflow rules.
To set up SMS notification
- Navigate to Setup > Automation > Actions > Message Notifications.
- On the Notifications tab, click + Create Notification > SMS Notification.
- In the pop-up, provide the following details:
- Name: Provide a name for the notification for future references.
- Module: Select the module for the SMS notification.
- Recipients: Select the recipients' mobile numbers from the records of the different modules for sending the SMS.
- Message Template: Choose and associate the DLT approved SMS template.
- Click Save.
You can view the notifications by clicking on the record listed in the Notifications tab. You can edit the notification by clicking Edit.

To send transactional SMS from CRM in India, the recipient's mobile number should be of the format: +91-XXXX-XXXXXX

The module of the Notification cannot be edited.
Supporting resources
The following are help links to some of the most popular providers in the country: