The short answer? Medallia Concierge does not split long messages, your phone carrier or device does.
Character Count and SMS Behavior
Medallia Concierge utilizes SMS (short message service) to send and receive text messages in the same way that your mobile device does. It should be known that to date, this is the only way to send and receive text messages. Medallia Concierge, along with every messaging provider, delivers SMS messages to the recipient's phone carrier. The way that the carrier delivers the messages to the device of the recipient are out of Medallia Concierge's control.
Since SMS is the broader language that some carriers interpret differently, there are things to keep in mind to prevent messages from splitting into several messages:
160 character limit: Text messages are limited to 160 8-bit characters (without special characters or emojis.) Messages longer than 160 characters are split into multiple messages. While some carriers like Verizon and T Mobile will typically consolidate multiple messages sent at the same time and delivery them to the recipient's device as one message, some carriers like Sprint will often deliver the message in multiple pieces.
70 character limit: Due to the size, 16-bit (special) characters such as `ä Æ æ ç é È or any emoji will cause the SMS messages to split at 70 characters instead of 160 and are subject to the same processes described above.
So you might ask:
I don't have trouble sending long messages on my iPhone or Android device, why is Medallia Concierge different? The appearance of delivered messages is a combination on your phone carrier, mobile device and device settings. Also there is a distinction between iMessage and SMS...
On the iPhone mobile device, messages appear green when sent via SMS, messages turn blue when sent using iMessage over an internet connection to another Apple device. iMessages aren't text messages in the traditional sense and are best described as messages sent back and forth in an application. A way of thinking about it is this:
Green = SMS/cellular network
Blue = application/internet connection
The beauty of Medallia Concierge is that your customers are not required to download an app to message with you. Because this is accomplished using SMS, messages sent from iPhone devices turn green.