FAQs

SMS

How is my data secured?

At Esendex, we pride ourselves on our security and reliability and have taken a number of measures to protect all data to the highest standard. We are ISO27001 certified – an independent security standard setting a framework for establishing, operating, reviewing and improving Information Security Management. This ensures all customer data is protected to the highest standard, so you can rest assured that all your details are safe with us.

Is Esendex GDPR compliant?

Esendex is already certified to ISO 27001 standards, so to comply with GDPR we improved upon existing processes rather requiring than a full re-design. The steps we took included conducting a data lifecycle audit, an investigation of the technical and organisational measures we currently take to protect personal data, and deploying “privacy by design” in all of our product development. Find out more about our GDPR compliance.

How much does it cost to send messages outside the UK?

We’re able to provide custom pricing for each international destination, and you benefit from the same guarantees of speed, security and reliable delivery wherever your messages are going. Contact us for a quote.

What support is available?

During office hours, we have a dedicated technical support team who are on hand to offer technical assistance or answer any queries you may have completely free of charge! We aim to respond to all support requests within 4 hours. Where 24 hour support is required we do offer this as a chargeable service.

How quickly will my messages be sent?

Very quickly; the Esendex messaging system is monitored both internally and externally and then measured against availability, performance, service incidents and planned maintenance to ensure a consistently excellent performance. As part of our SLA, we commit to 90% of your messages being processed within 5 seconds and 95% within 20 seconds. Our performance consistently exceeds our service promise, providing you with the best possible service.

Should I provide an opt-out option?

It is good practice to ensure that you are using opted-in data when sending marketing messages otherwise, you will be spamming your recipients. It is also important for you to provide an easy opt-out solution when sending SMS to contacts.

How much will it cost me to send SMS?

The more you buy, the cheaper it gets, it’s as simple as that. Our prices start from as little as 2.3p and we will even throw in a free trial so you can try before you buy…it doesn’t get much better than that!

Will I be tied into a contract?

We give you the flexibility to send messages your way, so whether you’re a frequent sender or new to SMS, there’s an option suit you. We offer the choice of either contract or pay-as-you-go. With a contract you’ll be sending regular volumes and will therefore benefit from our very best price – if you’re unsure of volumes, have a one-off campaign or are just starting out, pay as you go could be the option for you.

How many messages can I send?

You can send as many messages as needed, so no matter how big or small your business is, our system can handle it.

RCS

Is RCS only for Android users, or can we send rich messages to iPhone users too?

In the UK, RCS now works seamlessly across both Android and Apple devices. While it used to be an Android-only feature, Apple’s full integration means that your rich marketing and customer service messages will deliver beautifully to iPhones as well, right inside the phone’s native messaging inbox, giving you near-global reach on a rich media channel.

Why should our business use RCS if most of our customers are already active on WhatsApp?

While WhatsApp is fantastic for deep, conversational customer support, RCS serves as the perfect complement for proactive marketing, offering a few distinct advantages. RCS is significantly less strict regarding rules, regulations, and topic restrictions compared to WhatsApp. While WhatsApp enforces rigid template approvals and limits certain marketing categories, RCS gives your business much more freedom to design and send diverse campaigns. RCS lands directly in the phone’s built-in, native texting inbox. It requires absolutely no app downloads, capturing attention instantly without forcing customers into an external ecosystem. You still get the same high-impact features – like stunning rich media and interactive action buttons – all delivered from a verified business profile that builds immediate trust.

Can we use our existing SMS customer list to send RCS campaigns, or do we need to get new opt-ins?

From a UK GDPR and data protection standpoint, you do not need to build a brand-new list from scratch. If you already have explicit, verifiable consent to send marketing or transactional messages to a customer’s mobile number, you can safely transition them to RCS. Because it uses the exact same mobile number and native messaging ecosystem, you are simply upgrading the format of the communication, not changing the legal basis of how you contact them.

Will a rich media message with brand colors and pictures look like a scam or spam to our customers?

Actually, it does the exact opposite. Because RCS requires a rigorous vetting process by mobile networks, every message you send features a Verified Sender Profile. This includes your exact logo, official brand colors, and a verified checkmark. Customers can instantly see that the message genuinely comes from your business, which builds massive immediate trust and significantly increases open rates compared to unknown mobile numbers.

The onboarding and verification process for RCS sounds complicated. Does Esendex help us set up our business profile?

Setting up a verified brand profile across various mobile networks does require some official verification and paperwork, but you won’t have to navigate it alone. Esendex manages the heavy lifting of the onboarding process for you. We work directly with the mobile carriers to get your logo, brand identity, and registration details approved, turning a complex administrative hurdle into a smooth, hands-off setup for your team.

Can we manage SMS, RCS, and WhatsApp messages all through Esendex, or do we need different systems?

You can absolutely handle your multi-channel strategy through Esendex, our platforms are designed to let you orchestrate SMS and RCS smoothly. Creating templates for each channel within the Messaging Studio, sending messages from all channels in the Messaging Centre, and managing multichannel performance from the same platform. This allows you to keep your data, billing, and compliance consolidated under one reliable partner instead of dealing with vendor bloat.

Voice

Do you provide a voice artist?

Yes, to make your voice messages sounds as professional as possible we can provide you with a professional voice artist, at an extra charge.

Typically, how long does it take to set up an IVR?

It varies depending on the complexity – for a standard IVR it can take 2-3 days, but for a more complex IVR it can take up to 2-3 weeks. Get in touch with a member of our sales team to discuss your needs.

How would I begin to set up my IVR?

Initially you would have a call with a member of our account management team to get a better understanding of your needs, then we would arrange an on-site meeting to further shape your IVR based on the needs of your business.

WhatsApp

What does it mean to be a Meta Business Solutions Partner, and why does it matter when choosing a WhatsApp provider?

A Meta Business Solutions Partner (BSP) is a messaging provider that has been officially checked, security-vetted, and approved by Meta itself. Because Esendex holds this official partner status, it means we don’t have to wait in the standard, automated customer support queues. If your business tries to set up WhatsApp alone or uses an unauthorised tool, you have no human to contact if your account gets flagged or an onboarding document fails. With Esendex, we have a direct line to Meta’s internal engineering teams to fast-track your setup, solve template rejections, and fix technical issues in minutes rather than days.

How long does it actually take to set up our business on the WhatsApp Platform?

The full onboarding process takes 5 days on average when using a provider like Esendex. Manual onboarding can take up to 25 days, depending on how quickly Meta approves your legal business documentation. While activating a phone number itself takes under 30 minutes, getting your Meta Business Manager verified can be an administrative bottleneck. Esendex handles the heavy lifting for you, guiding your team through the documentation step-by-step to keep the timeline as short as possible.

Here’s a brief overview of the onboarding stages provided by Meta and Esendex:
– Meta Business Verification: 2–4 business days (this is the main variable).
– WABA & Phone Setup: 15–30 minutes once verified.
– Display Name Review: Same-day to 24 hours.

Are there specific products, industries, or uses that are restricted from the WhatsApp Business Platform?

Yes, Meta enforces strict commerce policies that completely prohibit certain industries, including debt collection, gambling, weapons, tobacco, adult content, and unregulated healthcare supplements. Because Financial Services is a core sector for Esendex, we work closely with your legal teams to ensure your customer success communications fall strictly under allowed utility updates (like billing reminders or account changes) to prevent account bans.

How do we get the verified blue tick next to our business name on WhatsApp?

The official blue verification badge is granted directly by Meta to brands that demonstrate a notable public footprint. To apply, your business must be actively using the WhatsApp API or Platform, have a fully verified Meta Business Manager account, and submit up to five external news articles proving your brand’s authority. Esendex manages this application process alongside you to maximise your approval odds.

Is the communication handled through the WhatsApp Business API secure and encrypted?

Yes. All messages processed through the WhatsApp Platform utilise the exact same end-to-end encryption protocols as the personal consumer app. This ensures that only your business and the recipient can read the communications, protecting sensitive customer transactions, billing documents, and personal details from external data breaches.

Can multiple customer success agents reply to messages from the same WhatsApp number at the same time?

Yes. When you use Esendex’s web dashboard, your entire customer success team can log into a single centralised inbox. The user interface allows you to see exactly who owns a conversation, who is replying to a customer in real time, and the complete chat history – meaning your team can stop manually sharing a single mobile handset around the office.

Web

Can you supply a merchant account?

Yes, we can integrate with any payment provider that you would like to use.

Are you PCI compliant?

We pride ourselves on the security of our online payment platform, our PCI DSS compliance is essential for this.

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