Frequently Asked Questions

Getting Started

Do I need to complete KYC to start sending?

No. Light onboarding lets you start sending immediately with just a verified email and phone number:

• 6 pre-built OTP and verification templates
• 500 sends/day per template
• Full REST API access
• Send to any phone number

KYC is only required when you want to create your own custom templates or send from your own number. Start without KYC →

How long does setup take?

Light onboarding (no KYC): ~2 minutes — just verify your email and phone.

Full production setup: 10-15 minutes:

• Account creation: 2 minutes
• KYC verification: 5-10 minutes (usually approved within hours)
• Channel setup: 3-5 minutes
• First message: 2 minutes

Do I need a Meta Business account?

Only if you want to send WhatsApp messages. SMS works without Meta. You can create a Meta Business Portfolio during the WhatsApp setup process.

Is there a free trial?

Yes — and you can start sending real messages immediately:

• Light onboarding: Verify your email and phone and get 6 pre-built templates, 500 real sends/day, and full API access. No credit card or KYC required. Start here →
• Quick Test page: Up to 5 test sends/day from the dashboard, no setup at all.
• Sandbox mode: Add "sandbox": true to any API request to validate without sending real messages or incurring charges.

Pricing & Billing

How much does Sent cost?

You only pay for messages sent:

• SMS: Starting at $0.0125 per message (varies by country)
• WhatsApp: Starting at $0.005 per conversation
• No monthly fees, no setup costs

What happens if I run out of balance?

API requests will return a 402 error with code BUSINESS_003. Add a payment method or pre-load credits to continue sending.

Do you offer volume discounts?

Yes! Contact sales@sent.dm for custom pricing on high volumes (1M+ messages/month).

Messaging

What's the difference between SMS and WhatsApp?

How fast are messages delivered?

• Queued to Sent: < 100ms
• Sent to provider: < 1 second
• Delivered to device: 1-30 seconds (carrier dependent)

Can I send messages internationally?

Yes! Sent supports messaging to 200+ countries. Compliance requirements vary by destination - check our Compliance Guide.

Templates

How long does WhatsApp template approval take?

Typically 24-48 hours. You can send SMS messages using the template while waiting for WhatsApp approval.

Why was my template rejected?

Common reasons:

• Promotional content in utility category
• Violating Meta's commerce policies
• Missing context or poor grammar
• URLs in body (use buttons instead)

Can I edit an approved template?

No. Approved templates are locked to ensure consistency. Create a new template version instead.

Webhooks

Do I need webhooks?

Not required, but strongly recommended for:

• Delivery confirmations
• Real-time status updates
• Template approval notifications
• Failed message handling

What URL should I use for webhooks?

Your webhook endpoint must be:

• Publicly accessible HTTPS URL
• Return 2xx status codes
• Respond within 5 seconds

Can I test webhooks locally?

Yes! Use ngrok or similar tools to expose your local server.

Technical

Which SDK should I use?

Choose based on your stack:

• TypeScript/Node.js: @sentdm/sentdm
• Python: sentdm
• Go: github.com/sentdm/sent-dm-go
• Other languages: Raw HTTP or community SDKs

What's the API rate limit?

• Standard endpoints: 200 requests per minute
• Sensitive endpoints: 10 requests per minute
• Each POST /v3/messages call counts as one request regardless of recipient count (up to 1,000 recipients per request)

How do I handle errors?

See our Error Handling Guide for retry strategies, circuit breakers, and best practices.

Security

Is Sent SOC 2 compliant?

Yes, Sent is SOC 2 Type II certified. Contact us for compliance documentation.

Where is data stored?

Data is stored in AWS regions (US and EU). Contact us for data residency requirements.

How do I rotate my API keys?

1. Generate new key in Dashboard
2. Update your application
3. Deploy changes
4. Delete old key

Support

How do I get help?

1. Check this FAQ
2. Review Troubleshooting
3. Search documentation
4. Email support@sent.dm

What's the support response time?

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