Phone System · 1 min read
Phone Messaging Policy
The policy
The SMS messaging policy keeps business texting compliant and deliverable. It covers:
- Consent: only text contacts who gave valid permission. Consent can't be bought or shared.
- Opt-outs: honor STOP and other opt-out requests immediately.
- Sender identification: first messages must identify the business that obtained consent.
- Acceptable content: follow carrier, industry and legal rules, including the forbidden categories.
- No filtering evasion: don't use tricks to get around carrier filtering.
Types of SMS restriction
| Restriction | Cause | Impact | | --- | --- | --- | | Ramp / sending limit | The outbound sending limit for the period is reached | Extra outbound texts fail until the limit resets | | Compliance restriction | Opt-out rates, error rates or other policy concerns are too high | Outbound SMS can be paused for the sub-account | | Contact-level DND | A contact opts out, or a delivery condition turns on DND | Texts to that contact are blocked |
A sending limit controls volume. A compliance restriction responds to quality problems. They're fixed differently.
Messaging ramp-up
Newer messaging accounts start with a lower daily sending limit that rises gradually as you build a good track record. Spread bulk sends over time, and send to engaged contacts first.
Effect on workflows
If a workflow tries to send SMS during a restriction, that step fails for the affected contacts. Check workflow history, fix the cause, and re-run for the skipped contacts when sending is available again.