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Beyond email campaigns, Fanhaven supports direct messaging to fans via SMS. This is ideal for time-sensitive communications where you need fans to see your message immediately.

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SMS messaging

SMS has significantly higher open rates than email (90%+ vs. ~20%), making it perfect for:
  • Show-day announcements — “Merch booth opens at 5 PM!”
  • Flash sales — “20% off all merch for the next 2 hours”
  • Mobile order reminders — “Your order is ready for pickup at Booth A”
  • Exclusive drops — “New limited-edition tee available now”

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Sending an SMS

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Open the messaging page from the dashboard.
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Compose your message
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Write your SMS text. Keep it concise — SMS messages should be short and actionable.
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Select your audience
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Choose who receives the message:
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  • All fans with SMS consent
  • A specific segment
  • Individual fans (for 1:1 messages)
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    Send
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    Review and send. Messages are delivered immediately.
    Only send SMS messages to fans who have explicitly opted in. Sending unsolicited texts violates telecom regulations and can result in your number being blocked or fined.
    Fans opt in to SMS through:
    • Fanpass sign-up (if SMS consent is included in the flow)
    • Explicit opt-in during POS fan capture
    • A dedicated opt-in form or link

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    Character limits

    Standard SMS messages are limited to 160 characters. Longer messages are split into multiple segments, which may affect delivery and cost.
    Keep SMS messages under 160 characters for best results. Include one clear call-to-action and a link if needed.

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    1:1 messaging

    For individual fan communication, you can send direct messages to specific fans:
    1. Go to the fan’s profile in the Fan Database
    2. Click the messaging option
    3. Type and send your message
    This is useful for:
    • Responding to fan inquiries
    • Following up on order issues
    • Personal outreach to VIP fans

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    Inbound messages

    When fans reply to your SMS messages, their responses appear in the messaging dashboard. You can view and respond to inbound messages to maintain a two-way conversation.

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    Best practices

    • Be timely — SMS is for urgent, time-sensitive information
    • Be brief — Respect the medium; keep messages short
    • Include value — Every message should offer something useful to the fan
    • Don’t over-send — 1-2 SMS messages per week maximum. More than that and fans will opt out.
    • Always include an opt-out — “Reply STOP to unsubscribe” should be included periodically