Frequently Asked Questions

How Can We Help You?

SpringEdge is India's enterprise communication platform offering Bulk SMS & RCS, Voice Broadcasting, and WhatsApp Business API services. Browse our frequently asked questions below or contact our support team for personalised help.

  • What is bulk SMS and how does it work in India?

    Bulk SMS is the process of sending a large volume of text messages to multiple mobile numbers simultaneously through an SMS API or web-based platform. In India, bulk SMS is governed by TRAI (Telecom Regulatory Authority of India) regulations and requires DLT registration. Messages are classified as either transactional (alerts, OTPs, and notifications delivered 24/7 including to DND numbers) or promotional (marketing messages sent between 9 AM and 9 PM). SpringEdge's bulk SMS gateway supports both types with DLT-compliant delivery across all Indian telecom operators, real-time delivery reports, and 99.99% uptime.

  • Transactional SMS are informational messages triggered by a user action — such as OTP verification codes, order confirmations, shipping updates, payment alerts, and appointment reminders. They can be delivered 24/7, including to DND (Do Not Disturb) registered numbers. Promotional SMS are marketing messages used for offers, discounts, product launches, and campaigns. As per TRAI regulations, promotional SMS can only be sent between 9 AM and 9 PM and are filtered against the NDNC (National Do Not Call) registry. Both types require approved DLT templates before sending. Learn more about our SMS messaging services.

  • A Sender ID (also called Header) is the 6-character alphanumeric name that appears as the sender when a recipient receives your SMS — for example, "SPEDGE" or "MYSHOP". To get a Sender ID in India, you must register it on a DLT platform operated by any telecom operator (Jio, Airtel, Vodafone Idea, or BSNL). Your company KYC documents are required during registration. Once approved on the DLT platform, the Sender ID is configured in your SpringEdge account. You can add multiple Sender IDs to a single account. Visit our DLT Information page for step-by-step registration guidance.

  • Yes, DLT (Distributed Ledger Technology) registration is mandatory for every business that sends SMS in India, as mandated by TRAI. You need to register as a Principal Entity on any one DLT platform — Jio TrueConnect, Airtel, Vodafone Idea (Vilpower), or BSNL. During registration you will submit your company KYC, register your Sender IDs (Headers), and get your message templates approved. Without DLT registration, SMS messages will be blocked by telecom operators. SpringEdge handles DLT compliance automatically once you provide your entity ID and approved templates. See our DLT Information page for detailed instructions.

  • A single SMS can contain up to 160 characters using the standard GSM-7 encoding, which counts as 1 SMS credit. Messages longer than 160 characters are automatically split into concatenated segments — 306 characters for 2 credits, 459 for 3 credits, 612 for 4 credits, and so on, up to a maximum of 2,500 characters. For Unicode messages (Hindi, Arabic, Chinese, and other non-Latin scripts), each segment is limited to 70 characters per credit. SpringEdge's API automatically handles message concatenation and displays the credit count before sending. Check our pricing page for per-credit rates.

  • Yes, SpringEdge fully supports Unicode messaging, which allows you to send SMS in Hindi, Tamil, Telugu, Bengali, Marathi, Gujarati, Kannada, Malayalam, Punjabi, and any other language script. To send Unicode messages, simply enable the Unicode option in the web dashboard or pass the unicode=true parameter in your API request. Note that Unicode messages use 70 characters per SMS credit instead of the standard 160 characters. Your DLT-approved templates must also be registered in the same language you intend to send.

  • RCS (Rich Communication Services) is the next generation of SMS that enables businesses to send branded, interactive messages directly through the recipient's default messaging app — no separate app installation required. Unlike plain-text SMS, RCS supports high-resolution images, product carousels, action buttons, suggested replies, verified sender profiles with your company logo, and read receipts. If the recipient's device or carrier does not support RCS, the message automatically falls back to standard SMS, ensuring 100% reachability. SpringEdge provides a unified SMS & RCS API so you can send both message types through a single integration.

  • Most SMS messages are delivered within 3 to 5 seconds of the API call. SpringEdge uses intelligent routing that automatically selects the fastest delivery path across all Indian telecom operators — Jio, Airtel, Vodafone Idea, and BSNL. For OTP verification messages, delivery typically happens in under 3 seconds. The platform provides real-time delivery reports via webhooks, so your application knows the exact delivery status of every message. Our infrastructure processes billions of messages annually with 99.99% API uptime and built-in retry mechanisms for failed deliveries.

  • Voice broadcasting is a mass communication method that delivers pre-recorded or text-to-speech audio messages to thousands of phone numbers simultaneously through automated outbound calls. Businesses use it for appointment reminders, payment collection alerts, emergency notifications, surveys, and marketing campaigns. With SpringEdge's Voice Broadcasting API, you upload a contact list, configure your audio message, and launch the campaign — the platform handles dialling, retries, and reporting automatically. You receive real-time call status reports showing answered, unanswered, busy, and failed calls.

  • Yes, SpringEdge supports text-to-speech (TTS) in multiple languages including English, Hindi, and other Indian regional languages. Instead of pre-recording audio files, you simply pass your message text through the Voice API and the platform converts it to natural-sounding speech in real time. TTS is especially useful for dynamic messages like OTP read-outs, personalised account balance alerts, or order status updates where the content changes for every call. You can also combine TTS with IVR keypress menus for interactive voice experiences.

  • IVR (Interactive Voice Response) is a telephony system that interacts with callers through voice prompts and keypress (DTMF) inputs — for example, "Press 1 for sales, Press 2 for support." SpringEdge's Voice API lets you build multi-level IVR menus programmatically. You define the call flow through API parameters: set welcome messages, configure keypress options, route calls to different departments or phone numbers, and collect caller input. IVR is commonly used for customer support hotlines, feedback surveys, order confirmations, and appointment scheduling.

  • Yes, SpringEdge provides virtual phone numbers (also known as long codes) that can receive incoming calls and SMS. These numbers work without any physical SIM card or hardware. You can configure a callback URL on your virtual number to automatically forward incoming calls or messages to your application or server. Virtual numbers are ideal for two-way communication, customer support lines, lead generation campaigns, and missed call services. Contact our team to check availability for your preferred region.

  • Voice broadcasting is billed on a per-pulse basis — you only pay for the actual call duration consumed. There are no monthly subscriptions or minimum commitment fees. Billing starts only when the call is answered, so unanswered and busy calls are not charged. Volume discounts are available as your usage scales up. Visit our pricing page to view current voice call rates, or contact us for a custom quote based on your expected call volume.

  • The WhatsApp Business API is designed for medium and large businesses that need to send messages at scale, integrate with CRM/ERP systems, and automate customer interactions — unlike the free WhatsApp Business App which is built for small businesses manually managing conversations. With the API, you can send template-based notifications (order updates, appointment reminders, shipping alerts) to thousands of users, build automated chatbots, and handle high-volume customer support. The API also enables a verified green-tick business profile, provides delivery and read receipts, and supports rich media including images, documents, and interactive buttons. SpringEdge is an official WhatsApp Business Solution Provider in India.

  • Getting started involves four steps: First, contact our team or sign up to initiate the onboarding process. Second, complete Facebook Business verification for your company. Third, register a dedicated phone number for your WhatsApp Business account (this number cannot be linked to any existing WhatsApp account). Fourth, create and submit message templates for Meta's approval. Once approved, you can start sending messages through our REST API. The entire setup process typically takes 2-5 business days. Our team guides you through every step.

  • You can send two types of messages through the WhatsApp Business API. Template messages are pre-approved messages used to initiate conversations — these include order confirmations, shipping notifications, payment reminders, OTP codes, and marketing promotions. Session messages are free-form replies sent within a 24-hour window after a customer messages you first. Both types support rich media including images, videos, documents, location pins, interactive buttons (call-to-action and quick reply), and list menus. Learn more about WhatsApp messaging capabilities on SpringEdge.

  • Yes, you can build fully automated WhatsApp chatbots using SpringEdge's webhook-based architecture. When a customer sends a message to your WhatsApp Business number, the platform forwards it to your configured webhook URL in real time. Your application processes the message, determines the response (using keyword matching, AI, or any custom logic), and replies through the API. This enables automated customer support, FAQ bots, lead qualification flows, order tracking, and appointment booking — all within WhatsApp. Visit our WhatsApp solutions page or explore the API documentation to get started.

  • Meta classifies WhatsApp Business API message templates into three categories: Utility templates are for transactional messages like order updates, shipping alerts, and account notifications. Authentication templates are specifically for OTP and verification codes. Marketing templates are for promotional content such as offers, product announcements, and re-engagement campaigns. Each category has different pricing — utility and authentication messages are typically cheaper than marketing messages. Templates must be submitted to Meta for approval before use, and approval usually takes a few minutes to 24 hours. Check our pricing page for category-wise WhatsApp rates.

  • Yes, the WhatsApp Business API supports messaging to users in 180+ countries worldwide. You can send template messages and session replies to any WhatsApp user regardless of their location — using the same API endpoint and integration. International messaging rates vary by destination country and template category. SpringEdge handles all the routing and delivery infrastructure so you can reach global audiences from a single Indian WhatsApp Business number. Contact our team for international pricing details.

  • SpringEdge provides a RESTful HTTP API that works with any programming language capable of making HTTP requests. We offer ready-to-use code examples and SDKs for PHP, Python, Java, Node.js, C#, Go, Ruby, and cURL. Since the API uses standard HTTP POST/GET requests with JSON responses, it integrates seamlessly into any technology stack — whether you're building a web application, mobile app, or backend service. Visit our Developer API page for documentation, code samples, and quick-start guides in your preferred language.

  • Authentication is done using an API key that is generated when you create your SpringEdge account. You include this API key as a parameter in every API request. All API calls must be made over HTTPS to ensure your credentials and message data are encrypted in transit. You can regenerate your API key from the dashboard at any time if it is compromised. No OAuth or complex authentication flows are required — simply sign up, get your API key, and start sending messages immediately.

  • Yes, SpringEdge supports real-time delivery report (DLR) webhooks for SMS, Voice, and WhatsApp messages. You configure a callback URL in your account settings, and the platform sends an HTTP POST request to that URL every time a message status changes — delivered, failed, rejected, or read (for WhatsApp). This lets your application track delivery status in real time without polling. The webhook payload includes the message ID, recipient number, status code, timestamp, and error details for failed messages. See the API documentation for webhook setup instructions and payload format.

  • Yes, SpringEdge integrates with popular business software through pre-built plugins and the REST API. We offer ready-made add-ons and plugins for WooCommerce, Magento, OpenCart, WordPress, and other platforms. For CRM systems like Salesforce, HubSpot, Zoho, and Tally, you can use our API to trigger automated messages based on CRM events — new lead created, deal closed, payment received, support ticket updated, and more. Any software that can make HTTP requests can integrate with SpringEdge in minutes.

  • SpringEdge guarantees 99.99% API uptime backed by redundant, carrier-grade infrastructure. The average API response time is under 5 milliseconds for message submission requests. Our platform is built on a distributed architecture with automatic failover, so even during maintenance windows or infrastructure incidents, your API calls continue to work. We process billions of messages annually across SMS, Voice, and WhatsApp channels. Real-time platform status and historical uptime data are available to enterprise customers upon request.

  • Yes, when you create a free SpringEdge account, you receive complimentary test credits that let you try all services — SMS, Voice, and WhatsApp — without any upfront payment or credit card. You can use these credits to test API integration, verify message delivery, and validate your application logic before going into production. The test environment uses the same API endpoints as production, so there is no code change needed when you switch to live messaging. This ensures a smooth transition from development to production.

  • SpringEdge uses a pay-as-you-go pricing model with no monthly subscriptions, setup fees, or minimum commitments. You purchase message credits in advance and they are deducted as you send SMS, Voice calls, or WhatsApp messages. Per-unit rates decrease as your volume increases through tiered pricing — the more you send, the less you pay per message. There are no hidden charges and unused credits do not expire for active accounts. Visit our pricing page to calculate costs based on your expected volume using the interactive pricing calculator.

  • Yes, SpringEdge offers free trial credits when you create a new account. You can test SMS, Voice Broadcasting, and WhatsApp API services without any upfront payment or credit card. The trial allows you to integrate the API, send test messages, and evaluate delivery quality before committing to a paid plan. Simply sign up for a free account to get started — the trial credits are added automatically upon registration.

  • SpringEdge accepts multiple payment methods for Indian and international customers. For Indian businesses, we support bank transfer (NEFT/RTGS/IMPS), UPI, credit cards, and debit cards. International customers can pay via PayPal or international credit cards. All transactions are processed securely and invoices with GST are generated automatically. For enterprise customers with high-volume requirements, we also offer custom payment terms and purchase orders. Visit our pricing page for more details.

  • Creating an account takes less than 2 minutes. Visit our sign-up page, enter your business name, email address, and phone number. After email verification, you'll receive your API key and dashboard access. For SMS services in India, you'll also need to provide your DLT Entity ID and approved templates — our team will assist you with the configuration. Once set up, you can start sending messages immediately using the web dashboard or API.

  • You can reach SpringEdge support through multiple channels. Email us at contact@springedge.com, call us at +91 80-50014114 during business hours (Monday to Saturday, 10 AM to 7 PM IST), or fill out the enquiry form on our Contact Us page. Our team typically responds to email enquiries within 4 business hours. For enterprise customers, dedicated account managers and priority support channels are available. Our office is located at #198, CMH Road, 2nd Floor, Indiranagar, Bangalore, Karnataka 560038.