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Common words and phrases related to text messages

Messages can be SMS or MMS.

  • SMS: Short Message Service. SMS is limited to precisely 140 bytes (or 1120 bits), which translates to 160 characters in the standard encoding language for English, GSM-7. When you send an SMS message over 160 characters, the message will be split. Large messages are segmented into 153 character segments and sent individually, then rebuilt by the recipient's device: this is called concatenation. For example, a 161-character message will be sent as two segments, one with 153 characters and the second with 8 characters.

    • If you include non-GSM characters, such as Chinese script or letters with accents (as common in the Spanish language) in SMS messages, those messages have to be sent via UCS-2 encoding. Messages containing any UCS-2 characters are limited to 70 characters and will be concatenated as 67 character message segments, even if the messages contain fewer than 160 characters.

  • MMS: Multimedia Messaging Service. MMS allows users to send a message that contains media such as pictures, videos, or audio to other users.


Opt-outs and opt-ins are groups of contacts who have indicated that they want to have opted in to communications or opted out of communications. Depending on the scope of the project and the nature of the contact list(s) in use, federal and/or state regulations on how to handle opt-ins and opt-outs may apply. For more information, review materials on TCPA compliance and opt outs.

Commonly used phrases about chatbots

Chatbots like CCL’s HelpDesk solution are computer programs designed to simulate and process human conversation. Chatbots like ours are designed to receive questions, assign intent using natural language processing, and then provide an appropriate answer or response. Chatbots are equipped with training data (see definition below) that is specific to the given topic.


Maintenance or chatbot maintenance refers to the ongoing, iterative process of updating the training data set to a chatbot so that information remains current and relevant to users.

Commonly used phrases about phone numbers

A2P messaging is “Application to Person” texting: it is the most common and cost-effective way for businesses to send SMS messages to customers. It removes the manual labor of texting and enables businesses to send text messages in bulk. The CCL platform is an A2P messaging platform.


A 10DLC number is a local 10-digit phone number that can support high volumes of text messages. 10DLC numbers are designed and sanctioned by the termination vendors for A2P SMS messaging. Currently, 10DLC messaging can send messages at a rate of 5 to 15 messages per second, and that number may go up in the future. (Source: What is 10DLC?)

Long codes are 10 digit numbers (in the US) and are optimized for person-to-person communications. These codes can send 1 message per second. There are different concepts associated with a long code:


Phone validation is the process of verifying a phone number's status as active or inactive. Using the Twilio API, CCL checks every phone number for its status, type (landline, mobile, or VoIP), and carrier (i.e. T-Mobile, Verizon, etc.)

Commonly used phrases about contact centers

Twilio Flex is a product developed to create cloud-based contact centers.

Omnichannel contact center infrastructure supports traditional voice (telephone) calls in addition to other channels, like SMS, webchat, Whats App, Facebook(Meta) Messenger, email, etc.

Channels are determined by contract; see CCL team for clarification on channel usage.

Tickets are generated by incoming requests to the contact center and then assigned to the appropriate individual for handling based on user availability status, skills, and their role.


User Experience (UX) encompasses all aspects of the end-user's interaction with the company, its services, and its products. Sometimes the ideal state of a user experience is captured in a “user journey” or journey map.


Below is an abbreviated version of the aspects reviewed during CCL’s standard Quality Assurance process.