Why are my SMS call summaries incomplete?

Problem

Your call summaries appear cut off, incomplete, or out of order.

Explanation

Each carrier (e.g., Verizon, AT&T) has its own way of handling SMS messages. Our system does not attempt to limit characters, and leaves that to the discretion of the carrier. If you find your call summaries are either truncated, segmented, or "cut off," that is likely what is happening. In this case, we advise you to enable email summaries, or both email & SMS, instead of just SMS for your call summaries. If you'd like to do this, contact us here.

Here is what we have seen, although this list is not intended to be comprehensive and may change at any time:

Carrier Behavior
AT&T Wireless Does not limit characters
Project Fi 2000 character limit
Sprint Splits into multiple texts, usually in sequence, usually numbered
T-Mobile Does not limit characters
Verizon Most of the time: Does not limit characters
Rarely: 160 character limit

iPhone users will likely see a truncated message with a caret (>) indicating they can tap to read the full message.

As of 2018, we rarely see problems with SMS truncation. If your do, or your provider is not listed above, please  contact us so that we can run a test with you.

We explored using MMS, instead of SMS, to get around this, but soon found that MMS messages are subject to their own problems, namely significant delivery delays (or messages not arriving at all). 


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