How Do I Prevent My Phone Service Messages From Being Filtered

In today’s digital age, communicating with customers via SMS has become an integral part of many businesses' strategies. However, ensuring that your messages reach their intended recipients can be challenging due to various filtering mechanisms implemented by phone carriers. To help you navigate this landscape effectively, we've compiled a comprehensive guide on how to prevent your messages from being filtered.

Message filtering refers to the blocking of messages that are unwanted or illicit. Filtering may occur to enforce Phone Service’s policies, or to comply with regulations and wireless carriers’ messaging policies.

If you see messages like these, it means your account has been suspended.

• Something went wrong. Please check your account credentials and message support if this persists.
• Failed to retrieve Phone Numbers - Please refresh the page to attempt fetching the phone numbers again. Lead Connector returned Unauthorized.

Possible Causes

• Your message was identified as spam or unwanted messaging by Phone Service's message filtering system.
• Your message was flagged as objectionable and blocked by a wireless carrier.

How to Activate the Account?

Ensure your messaging use case complies with the Messaging Policy. (You can review the ‘Messaging Policy’ article.

• If you believe your messages comply with Phone Service and carrier policies, please collect 3 or more examples of Message SIDs that have the “undelivered” status with error 30007 and then contact our Support team.
• We can help review your messaging and determine if an error was made. We can also put you in touch with our Compliance team if needed.
• The best way to prevent your messages from being filtered is to follow the guidelines in Phone Service’s Acceptable Use Policy, Messaging Policy, and the CTIA's Best Practices and avoid sending spam or fraudulent traffic. If your use case is a forbidden use case for messaging in the United States, that will also lead to filtering in the US.

Below are some guidelines that will significantly reduce the chances that your messages will be filtered.

Share the first text message in the workflow once your leads opt-in:
After setting up your workflow or campaign, ensure your first message complies with the guidelines provided below.

Examples of a compliant message:

"David, it's Kate from ABC Company. Thanks for opting in to receive SMS notifications. I’ve reserved a time for you on Thursday, June 15, 2023, at 4:00 PM, and I look forward to seeing you then! If anything changes, please let me know. To opt out, reply STOP."

Or:

Examples of message violations:

1. "Hello, my name is Crystelle, and I'm looking to buy a few houses in the area. If you're interested, I'd like to make you an offer on 984 Michael Cv. Is there a price range you'd consider selling for?"
2. "Hello Zina. Do you own 1768 Woodtree Cir? I'd really like to discuss it if you have time."
3. "Hey, this is Karan from the XXXXXXX Center. If you haven't finished signing up for your Allowance Card, call us back ASAP: (800) 000-0000."
4. "KATE, it's Daniel. You could get up to $30K per person who worked during COVID. Let me assist you in 2023. Reply YES for info."
5. "Hey Shubham, it's Shivam. Let's kick off 2023 by claiming your XXXXX (up to $26K per person). Interested? Reply YES for more information!"
6. "Last chance to receive the January $5 coupon by joining XXXXXXX Salon Club before the end of 2022!

Please provide the Web URL address for your data collection methods:
Submit the URL of the webpage where customers provide their contact details and consent to receive SMS messages from your business. The URL should lead directly to the opt-in form so we can verify how the company gathers consent for SMS communication. Ensure that the website URL, terms and conditions, and privacy policy page consistently display the business name.

This URL represents the point at which consumer data is collected, and consent is obtained for receiving SMS messages. It should include the following elements:

• Program Name and Description: Clearly outline the nature of the messages that will be sent.
• Representation: Specify the organization or individual represented in the initial message.
• Fee Disclosure: Include a statement such as "Message and data rates may apply."
• Message Frequency Disclosure: Provide details on message delivery frequency, e.g., "4 messages per month," "Message frequency varies," or "1 message per login."
• Customer Care Information: Typically, "Text HELP for help" or provide help contact information, e.g., Help at XXX-XXX-XXXX. This is not required for single message programs like 2FA.
• Opt-Out Instructions: Usually "Text STOP to cancel," though this is not necessary for single message programs like 2FA.
• Privacy Policy Link: Include a link to your Privacy Policy explaining how the end-user's opt-in information will be used.
• Terms and Conditions Link: Include a link to your Terms and Conditions outlining the terms of service.

Additionally, incorporate an optional checkbox that users must select to consent to receive SMS messages. The checkbox cannot be pre-selected, ensuring that users actively choose to agree or not to receive SMS communications.

For the web form:

• Include a checkbox to ensure that the lead provides consent when filling out the form.
• The checkbox for message consent must be optional.
• The opt-in consent message and checkbox should be separate from the T&C/Privacy Policy consent and checkbox.
• For the message consent checkbox, ensure the inclusion of key details such as the type of messaging, frequency, and opt-out instructions. For example:

"I consent to receive marketing messages from COMPANY_NAME at the phone number provided above. I understand that I will receive 2 messages per month, standard data rates may apply. For assistance, text HELP to 800-000-0000, and to opt out, reply STOP."

For the Terms and Conditions page, include the following six bullet points:

• {Program Name}: A brief description outlining the type of messages users will receive upon opting in.
• Cancellation: You can cancel the SMS service at any time by texting "STOP" to the shortcode. After you send "STOP," we will send a confirmation message to confirm your unsubscribe status. After this, you will no longer receive SMS messages from us. If you wish to rejoin, you can sign up again as you did originally, and we will resume sending SMS messages to you.
• Support: If you encounter any issues with the messaging service, reply with "HELP" for further assistance, or contact us directly at {support email address or toll-free number}.
• Liability: Carriers are not responsible for delayed or undelivered messages.
• Rates: Standard message and data rates may apply for SMS messages sent to you from us and from you to us. Message frequency may vary. For specific details about your text or data plan, please contact your wireless provider.
• Privacy: For inquiries related to privacy, please review our privacy policy here: {link to privacy policy}.

For the privacy policy page, ensure all references to terms like "share," "sell," "affiliate," or "third-party" regarding selling or sharing leads' information with third parties are removed.

A compliant Privacy Policy should include the following statement:

"Mobile information will not be shared with third parties or affiliates for marketing or promotional purposes. Sharing of information is allowed solely with subcontractors providing support services, such as customer service. All other use cases exclude the sharing of text messaging opt-in data and consent; this information will not be disclosed to any third parties."

Opt-out Rate:

A High Opt-Out Rate indicates that contacts receiving your messages have objected, generated complaints, or marked your SMS as spam. A good opt-out rate is typically in the range of 0—1%. Once the opt-out rate hits 2%, the sub-account will be locked for sending text messages for 24 hours.

Delivery Error-Rate:

A High Delivery Error Rate indicates that you are sending SMS to contacts that are no longer in service, are unreachable, or use a non-SMS-capable device such as a landline. This may also mean that external carrier filters are refusing to deliver your SMS due to bad sending behavior in the past. A good error rate is typically in the range of 0—6%. Once the error rate hits 12%, the sub-account will be locked for sending text messages for 24 hours.

Consent and Opt-In:

Before sending the first message, you must obtain agreement from the message recipient to communicate with them - this is referred to as "consent" you must make clear to the individual they are agreeing to receive messages of the type you're going to send. 

Lack of Opt-Out Language:
The initial message that you send to an individual needs to include the following language: "Reply STOP to unsubscribe," or the equivalent using another standard opt-out keyword, such as STOPALL, UNSUBSCRIBE, CANCEL, END, and QUIT. Monitor opt-out rates and address any spikes in activity promptly to maintain compliance with phone carrier.

Use Case and Sender Selection:

Before sending messages, familiarize yourself with the guidelines outlined in the SMS Guidelines for the specific country you are targeting. Ensure your use case aligns with the permitted message categories and avoid prohibited activities.

When selecting sender IDs, prioritize using shortcodes or pre-registered Alphanumeric Sender IDs where applicable, as these can enhance delivery rates. Avoid sending messages from multiple numbers excessively, as this practice, known as "snowshoeing," can trigger filtering mechanisms.

Message Contents:

Craft your message content carefully to avoid triggering filtering algorithms. Avoid using URL shorteners from public domains, and opt for proprietary, branded URLs instead. Ensure that any links in your messages lead to legitimate, controlled domains to minimize the risk of filtering.

To maintain professionalism and avoid being flagged as spam, keep your messages free from emojis, excessive special characters, and irregular capitalization. Also, refrain from sending illegal content or violating carrier policies, which can result in message filtering.

Addressing the 30007 Error:

Be vigilant of the 30007 error, indicating message filtering by carriers. Messages marked as undelivered with error code 30007 may result from policy violations, suspicious content, or compliance issues. Proactively understand and address potential filtering triggers to minimize this error and ensure successful message delivery.

Why do message filtering systems exist?

Message filtering systems exist for two reasons:

1. Protecting mobile subscribers from unwanted messaging such as spam, fraud, or abuse

Unwanted messaging is a huge issue in the messaging industry; unwanted messages can result in complaints, fines, or outright disconnection by carriers. Mobile users who receive lots of spam or other unwanted messages may decide to start opting out of or ignoring all messages from businesses, even legitimate ones who follow all rules and best practices.

For these reasons, it is in everyone’s interest – Phone Service, wireless carriers, regulators, and most importantly our customers – to ensure that unwanted messaging is not allowed over Phone Service’s carrier connections.

2. Enforcing rules or regulations about what types of messaging are allowed to that country or mobile network

Depending on the country, laws or regulations may restrict certain types of messaging or even forbid certain things altogether. Messages that violate these rules may be subject to filtering.

These rules and regulations may also change over time. In 2021, Phone Service and U.S. carriers launched the A2P 10DLC solution, which permits A2P messaging via long code to United States recipients.

For more detailed information on our Phone Service’s Messaging Policy and additional tips for avoiding message filtering, please review the dedicated article “Phone Messaging Policy.”

Frequently Asked Questions (FAQs)

1. What is message filtering, and why does it happen? Message filtering refers to the blocking of unwanted or illicit messages by carriers to protect users from spam, fraud, or abusive content. It also ensures compliance with messaging policies and regulations.

2. How can I prevent my messages from being filtered? To avoid filtering, ensure you have explicit consent from recipients, follow the messaging guidelines specific to each country, use branded URLs instead of public URL shorteners, and avoid using emojis, special characters, or irregular capitalization in your messages.

3. What should I do if my messages are being filtered despite following guidelines? If you believe your messages are compliant and still being filtered, collect at least three examples of undelivered messages with error code 30007 within the last seven days and contact support for further investigation.

4. Why is obtaining consent important for message delivery? Consent ensures that recipients have agreed to receive your messages, reducing the likelihood of your messages being marked as spam or unwanted. It also helps maintain compliance with carrier regulations, which can minimize filtering.

5. What is the significance of the 30007 error code? The 30007 error code indicates that a message was filtered by carriers due to potential policy violations or suspicious content. Understanding and addressing the triggers that cause this error can help improve message delivery rates.