Changing SMS provider: a practical checklist

Changing SMS provider involves more than importing a contact list. Map workflows, responsibilities and dependencies before closing the previous service.

Map current use

List active contact lists, senders, keywords, receiving numbers, scheduled messages, integrations and reporting needs. Mark what should be retained, improved or retired.

Clean and test data

Export only information that you still need and have a basis to use. Normalise phone numbers, remove duplicates and retain opt-outs. Test imports and campaigns with a limited sample.

Move integrations deliberately

Create new secrets, build against current API documentation, and test error handling and status. Plan the changeover time, ownership and rollback before moving traffic.

Resolve data and contracts

Map which data the supplier processes, how it can be exported and what happens on termination. Request a Data Processing Agreement where required and record new instructions before transfer. Do not move old lists uncritically; the change is a good opportunity to delete information the organisation no longer needs.

Run a controlled pilot

Move one understandable workflow first, such as a particular reminder or internal test group. Compare technical responses and operational follow-up, and retain a clear rollback option. Once the pilot is approved, move the next list or integration using the same documented method.