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SMS Credits Usage & Character Limits

Learn how SMS credits are calculated in GlassHouse, how character limits differ by plan type, and when additional SMS credits are used.

What This Is & Why It Matters

This guide explains how SMS credits are calculated and used in GlassHouse, including compliance requirements, character limits, outbound messages, and reply messaging.

Understanding how credits are applied helps you estimate messaging costs before sending, avoid unexpected credit usage, and ensure your messages remain compliant with carrier requirements. GlassHouse automatically applies these rules and displays credit usage before messages are sent.

How SMS Compliance Affects Messages

Auto-Appended Opt-Out Language (Initial Outreach Only)

For initial SMS outreach messages, GlassHouse automatically appends:

Reply STOP to opt out

Important details:

  • This text cannot be removed.
  • It is visible while:
    • Creating the message
    • Previewing the message before sending
  • It counts toward your total character count.

Where this applies:

  • Initial SMS messages sent to Prospect Groups on the Sales Board.

When Opt-Out Language Is Not Automatically Added

The required opt-out language is not appended to:

  • Follow-up messages sent through Automations
  • Follow-up messages sent using Bulk Reply
  • AI Responder messages

Opt Out

SMS Character Limits by Plan Type

Plan Character Limit
Universal Credit Plan Up to 450 characters
Non-Universal Credit Plan Up to 300 characters

How Universal SMS Credits Are Calculated for Outbound Messages

Message Length SMS Credits Used
300 characters or fewer 3  SMS Credit
301–450 characters 5  SMS Credits

Messages between 301–450 characters are supported only on Universal Credit plans and require an additional SMS credit.

Note: Messages containing emojis are sent using Unicode encoding and consume SMS credits at 2× the standard credit rate.

Reply Credit Usage

General SMS replies are free for all GlassHouse customers, with a few exceptions.

Free Replies

The following replies do not consume SMS credits:

  • Replies that are 300 characters or fewer
  • Replies that do not contain emojis
  • All AI Responder responses

Replies consume SMS credits when they:

  • Exceed 300 characters
  • Contain one or more emojis

When either condition is met, credits are calculated using the standard SMS credit rules.

Reply Type Credit Usage
Reply (300 characters or fewer, no emoji) Free*
Reply over 300 characters Standard SMS credits apply
Reply containing emoji Standard SMS credits apply
AI Responder reply Free

Note: GH Administrators can optionally configure a Follow-up Message Consumption Rate for an organization. When enabled, standard follow-up replies (300 characters or fewer with no emojis) will also consume SMS credits. This setting is intended for organizations that need additional control over SMS usage.

Visual Credit Indicators Before Sending

When a message exceeds 300 characters, GlassHouse clearly alerts you before you send.

You'll see:

  • The SMS credit total updates at the top of the message window.
  • The credit indicator turns orange.
  • The character count below the message editor turns orange.
  • An information icon appears next to the character count indicating that additional SMS credits will be used.

Universal Credits

FAQs

Question Answer
Can I remove the opt-out language? No. It is required for SMS compliance on initial outreach messages.
Does the opt-out text count toward my character limit? Yes. It is included in the total character count.
Why don't follow-up messages include the opt-out text? Only initial outreach messages require automatically appended opt-out language.
Are replies always free? Most replies are free. Replies over 300 characters, replies containing emojis, or organizations with a configured Follow-up Message Consumption Rate may consume SMS credits.
Are AI Responder replies charged? No. AI Responder responses are always free.
How do I know before sending? GlassHouse displays updated SMS credit usage and visual indicators before you send your message.
Does this apply to non-Universal plans? No. Non-Universal plans are limited to 300 characters and do not support messages longer than 300 characters.

Key Takeaways 💡

  • Initial outreach messages always include the required opt-out language.
  • The opt-out language counts toward your character limit.
  • Universal Credit plans support messages up to 450 characters.
  • Messages over 300 characters require an additional SMS credit.
  • Standard SMS replies are free unless they exceed 300 characters, contain emojis, or your organization has enabled a Follow-up Message Consumption Rate.
  • AI Responder responses are always free.
  • GlassHouse clearly shows SMS credit usage before messages are sent.