Question 1

What is Bulk SMS?

Accepted Answer

Bulk SMS allows an organisation to send text messages to many recipients from a central messaging platform instead of sending individual messages manually.

Question 2

Can I send branded SMS in Kenya?

Accepted Answer

Supported business messaging platforms can use approved alphanumeric Sender IDs. Registration and activation depend on the relevant documentation and provider/operator approval processes.

Question 3

Can Frostwood integrate SMS into my software?

Accepted Answer

Yes. Where supported by the messaging infrastructure, Frostwood can integrate SMS functionality into websites, CRMs, management systems, e-commerce platforms and custom applications.

Question 4

Can SACCOs use Bulk SMS?

Accepted Answer

Yes. SACCOs can use SMS for contribution confirmations, loan notices, AGM announcements, arrears reminders and general member communication.

Question 5

Can schools use Bulk SMS?

Accepted Answer

Yes. Schools and colleges can send fee reminders, admission information, timetable updates, attendance alerts, examination announcements and other institutional notifications.

Question 6

Is Bulk SMS suitable for marketing?

Accepted Answer

Yes, provided the organisation has an appropriate lawful basis for contacting recipients and complies with applicable direct-marketing requirements, including relevant opt-out mechanisms.

Question 7

How much does bulk SMS cost in Kenya?

Accepted Answer

You pay per SMS, and the rate depends on your volume: Silver KES 0.30 per SMS (Below 500K SMS); Gold KES 0.25 per SMS (500K – 1M SMS); Platinum KES 0.20 per SMS (Above 1M SMS). Account setup is free on every plan.

Question 8

How do I pay for SMS credit?

Accepted Answer

You top up your account with M-Pesa and your SMS credit is available to use.

Question 9

Which plan am I on?

Accepted Answer

Your plan depends on how many SMS you buy: Silver (Below 500K SMS), Gold (500K – 1M SMS), Platinum (Above 1M SMS). The more you send, the lower your rate per SMS.

Question 10

Is account setup free?

Accepted Answer

Yes. Account setup is free on every plan.

Question 11

Do the plans have different features?

Accepted Answer

No. Every plan includes free account setup, instant api access, sms delivery reports, excel contacts upload. Only the price per SMS changes with volume.

Question 12

How do I pay?

Accepted Answer

Top up your SMS credit with M-Pesa and start sending.

Question 13

What is an SMS Sender ID?

Accepted Answer

A Sender ID is the name displayed as the sender of an SMS — an approved organisation or brand name instead of an unfamiliar number.

Question 14

How much does Sender ID registration cost?

Accepted Answer

Registration is a one-off fee per network: Safaricom KES 6,500 · Airtel KES 6,500 · Telkom KES 6,000. Choose the networks on the application form and pay the total by M-Pesa.

Question 15

What do I need to register a Sender ID?

Accepted Answer

Requirements are confirmed during onboarding. Be prepared to provide legitimate organisation documentation and evidence that you are authorised to use the requested brand or organisation name.

Question 16

How long does Sender ID registration take?

Accepted Answer

Activation times vary depending on provider and operator processes. Frostwood will give you the current estimated timeline when you apply.

Question 17

Can I use any name as my Sender ID?

Accepted Answer

No. Sender IDs should not impersonate another organisation or mislead recipients, and you should be authorised to use the name you request.

Question 18

How do I get access to the SMS API?

Accepted Answer

Instant API access is included on every bulk SMS plan. Once your account is set up you can start integrating.

Question 19

Is there API documentation?

Accepted Answer

Yes. See our SMS API documentation page for an overview and how to get the full reference for your integration.

Question 20

Can Frostwood build the integration for us?

Accepted Answer

Yes. Our software team can design the messaging workflow and connect SMS to your website, CRM, ERP, school or SACCO system.

Question 21

How do OTPs by SMS work?

Accepted Answer

Your application generates a one-time code, the SMS gateway sends it to the user, and your application validates the code the user enters before the requested action continues.

Question 22

Does Frostwood generate or validate the codes?

Accepted Answer

No. Frostwood assists with the messaging integration while your application maintains the authentication logic and security controls.

Question 23

Is SMS OTP enough on its own?

Accepted Answer

Not always. Where stronger authentication is warranted, SMS should be combined with other controls such as expiry times, rate limiting and attempt limits.

Question 24

What can I integrate bulk SMS with?

Accepted Answer

Any system that can make API requests — websites, e-commerce stores, CRMs, ERPs, school and SACCO systems, and booking platforms.

Question 25

Can Frostwood build the SMS integration?

Accepted Answer

Yes. Our software development team builds integrations between SMS and your systems, including M-Pesa payment workflows.

Question 26

Do I need a special plan for integrations?

Accepted Answer

No. Instant API access is included on every bulk SMS plan.

Question 27

What is transactional SMS?

Accepted Answer

Transactional SMS is communication triggered by an interaction, account activity or operational event — such as receipts, confirmations, reminders and account alerts.

Question 28

How is it different from promotional SMS?

Accepted Answer

Transactional messages provide information about an existing service, transaction or process. Promotional messages market offers, products or events.

Question 29

Can transactional SMS be sent automatically?

Accepted Answer

Yes. Frostwood can integrate SMS into your applications so messages are generated from real events in your software.

Question 30

Is SMS marketing allowed in Kenya?

Accepted Answer

Yes, when the organisation has an appropriate lawful basis for contacting recipients and complies with applicable direct-marketing requirements, including relevant opt-out mechanisms.

Question 31

Can I personalise promotional messages?

Accepted Answer

Yes. Upload contacts from Excel and insert details like each customer's name into the message.

Question 32

Can I schedule a campaign in advance?

Accepted Answer

Yes. Prepare the campaign and schedule it to send at the date and time you choose.

Question 33

Can SMS notifications be sent automatically?

Accepted Answer

Yes. Connect your system through the SMS API to send alerts as events happen, or schedule reminders from an Excel upload.

Question 34

Can I send different messages to different people?

Accepted Answer

Yes. Personalise messages with fields from your contact list, such as names, amounts and dates.

Question 35

How do I know a notice was received?

Accepted Answer

SMS delivery reports show which messages were delivered to your recipients.

Question 36

Can each member receive their own balance by SMS?

Accepted Answer

Yes. Upload member data from Excel with balance fields and send personalised messages, or connect your SACCO system through the API.

Question 37

Can we send each parent their child's fee balance?

Accepted Answer

Yes. Upload your list from Excel with a balance column and each parent receives a personalised message.

Question 38

Can SMS reach people without smartphones?

Accepted Answer

Yes. SMS works on any mobile phone, with or without internet access.

Question 39

Can appointment reminders be automated?

Accepted Answer

Yes. Connect your booking or hospital system through the SMS API, or schedule reminders from an Excel list.

Question 40

Can my online store send order SMS automatically?

Accepted Answer

Yes. Connect your store through the SMS API so confirmations and delivery updates go out as orders progress.

Question 41

Can each tenant receive their own rent amount?

Accepted Answer

Yes. Upload your tenant list from Excel with unit and amount columns to personalise every reminder.

Question 42

Can we message only one group, like the youth?

Accepted Answer

Yes. Upload a separate list for each group and send to the one you need.

Question 43

Is bulk SMS affordable for small businesses?

Accepted Answer

Yes. Account setup is free and you pay per SMS, with plans from KES 0.20 per SMS depending on volume.

Bulk SMS FAQs

Getting started

Pricing

Sender ID

SMS API, OTPs & integrations

Types of messages

Bulk SMS for your industry

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