To protect your agency's SMS reputation and deliverability, LC - Phone continuously monitors messaging quality for every sub-account. This article explains:
- How opt-out and carrier-filter error rates are measured
- How monitoring differs for new and established sub-accounts
- When warnings and restrictions are triggered
- What happens when messaging is restricted
- How self-lift and recovery monitoring work
- When a manual review is required
- Which messaging types remain available during a restriction
We want every message you send to reach its recipient. When opt-out or carrier-filter rates climb too high, carriers may throttle or block your numbers — affecting every client on your account. This monitoring system gives you early notice, pauses high-risk bulk sending when needed, and helps you get back to healthy delivery rates.
This article covers quality monitoring — opt-out rates and carrier filter errors (Error 30007). For consent requirements, opt-out language, sender ID, spam handling, and daily sending limits, see the LC - Phone Messaging Policy.
How Messaging Quality Monitoring Works
LC - Phone monitors two metrics for each sub-account:
| Metric | What It Measures |
|---|---|
| Opt-out rate | The percentage of contacts who reply with a standard opt-out keyword (e.g., STOP) after receiving your SMS |
| Error 30007 rate | The percentage of messages flagged by carriers as filtered or blocked (Error 30007 — “Message filtered”) |
- Rates are calculated over a rolling window of up to 7 days (UTC).
- Monitoring only begins after a sub-account has sent at least 500 SMS within the measurement window. Until that minimum is reached, no warnings or restrictions are triggered.
- RCS messages are excluded from messaging quality monitoring and restriction enforcement.
- One-to-one messages in Conversations are also not blocked when a messaging restriction is applied.
RCS itself is excluded from these restrictions. The handling of fallback SMS generated when an RCS message cannot be delivered as RCS is being evaluated separately.
Account Cohorts: New vs. Established
Messaging quality monitoring considers how long a sub-account has been sending SMS. Your sub-account is placed into one of two cohorts based on that sending history. Thresholds differ between cohorts because new senders carry higher carrier risk.
| Cohort | Definition |
|---|---|
| New | Sub-account with fewer than 7 days of SMS sending history |
| Established | Sub-account with 7 or more days of SMS sending history |
- For established sub-accounts, metrics are evaluated using a 7-day rolling window.
- For newer sub-accounts, the rolling measurement window depends on how much sending history is available.
The cohort is determined automatically as the sub-account develops additional sending history — there is nothing to configure.
Warning Thresholds
A warning provides an opportunity to correct messaging practices before sending is restricted. When your opt-out or Error 30007 rate crosses a warning threshold, you receive an email alert. No sending is paused at the warning stage.
| Cohort | Opt-Out Rate Warning | Error 30007 Warning |
|---|---|---|
| New | ≥ 3% | ≥ 10% |
| Established | ≥ 4% | ≥ 15% |
What Happens During a Warning
| Action | Detail |
|---|---|
| Email notification | You receive a Messaging quality alert email describing which metric exceeded the warning threshold |
| Sending impact | None — all SMS sending continues normally |
| Frequency cap | Maximum 1 warning email per sub-account per UTC day |
Review any active workflows, campaigns, and bulk actions sending to contacts who may not have clearly opted in.
Confirm every initial message includes sender identification and opt-out language as required by the LC - Phone Messaging Policy.
Remove or suppress contacts with high bounce rates, landlines, or prior opt-outs.
Avoid content that triggers carrier filters — promotional language in cold outreach, missing opt-out instructions, and similar patterns.
Treat a warning as your window to correct messaging behavior. Accounts that act on the first warning rarely reach a restriction.
Restriction Thresholds
When your rates cross a restriction threshold, bulk and automated SMS sending is temporarily paused for the sub-account. One-to-one conversation messaging continues.
| Cohort | Opt-Out Rate Restriction | Error 30007 Restriction |
|---|---|---|
| New | ≥ 10% | ≥ 50% |
| Established | ≥ 6% | ≥ 25% |
What Happens During a Restriction
When a restriction is applied, the following sending types are paused:
- Bulk Actions (Contacts area)
- Workflow “Send SMS” actions
- Campaigns
- One-to-one messages in Conversations
- Missed Call Text Back (if configured)
- RCS messaging — excluded from restriction enforcement and quality monitoring calculations
The restriction system uses multiple stages rather than immediately placing the sub-account into a permanent restriction. A typical lifecycle for an affected account can look like:
The exact path depends on the sub-account's cohort, messaging behavior, and whether elevated rates continue.
| Occurrence | Duration |
|---|---|
| First restriction in a monitoring cycle | 12 hours |
| Repeat restriction (subsequent restriction before recovery) | 24 hours |
The first restriction in a monitoring cycle lasts 12 hours. During this time, affected bulk and automated SMS sending is paused. Eligible users may be able to self-lift the restriction before the 12-hour period ends. If no early lift occurs, sending can resume when the temporary restriction expires.
After the restriction period ends, sending resumes automatically unless a manual support review is in progress.
During a restriction, bulk and workflow SMS actions will fail or be blocked. One-to-one conversation messaging remains available so you can respond to inbound leads.
Self-Lifting a Restriction
In some cases you can end a restriction early without waiting for the full duration. In eligible situations, an agency owner or agency admin can restore affected messaging before the temporary restriction expires.
| Rule | Detail |
|---|---|
| Eligible durations | Self-lift is available for 12-hour and 24-hour restrictions only |
| Cooldown | After using self-lift, a 24-hour cooldown applies before self-lift is available again |
| Not available during review | Self-lift is disabled while a manual support review is open |
- Bulk and automated SMS sending is restored.
- The sub-account continues to be monitored.
- A 24-hour cooldown applies before self-lift can be used again.
- The account may enter a recovery monitoring period.
- Regular users do not have access to the self-lift control.
- Self-lift is unavailable while a manual support review is active.
- An audit log entry is created each time self-lift is used.
Self-lifting a restriction does not reset the underlying messaging quality metrics. If unhealthy messaging behavior continues, another restriction or manual review may be triggered.
Recovery and Getting Back to Normal
After a restriction is lifted, messaging activity continues to be monitored. For applicable established sub-accounts, a 72-hour recovery monitoring period begins after the restriction is lifted. During this period, sending can continue while LC - Phone evaluates whether messaging quality has improved.
| Status Being Cleared | Opt-Out Rate Recovery | Error 30007 Recovery |
|---|---|---|
| Warning | < 4% | < 15% |
| Restriction | < 10% | < 40% |
If rates remain healthy during recovery, no additional restriction is applied. If messaging quality deteriorates again, the account can move into another restriction stage.
If applicable thresholds are breached again during recovery monitoring, a 24-hour recovery restriction can be applied. During this restriction:
- Bulk and automated SMS sending is paused again.
- One-to-one Conversations messaging remains available.
- RCS remains unaffected.
- The restriction is recorded in compliance history.
- Eligible agency owners or admins may be able to self-lift it, subject to the self-lift cooldown.
After the recovery restriction is lifted, the sub-account may enter another recovery monitoring period.
For Established sub-accounts, after a restriction lifts, LC - Phone observes your rates for 72 hours before fully clearing the restriction status from your account. During this observation window, if rates remain below recovery thresholds, no further action is taken.
New sub-accounts (fewer than 7 days of sending history) that receive their first restriction do not automatically recover. Further sending review or a manual support review may be required before bulk and automated sending is fully restored.
If an Established sub-account crosses a restriction threshold a second time after recovering from a prior restriction, the account is escalated for manual support review. Bulk and automated sending remains paused until Support completes the review.
Manual Support Review
Repeated unhealthy messaging behavior can result in a manual review restriction. If your sub-account requires human review — for example, after a second relapse on an Established account, or when a New account does not recover after its first restriction — you can request a manual review.
This is what will show for other
The manual-review thresholds for this stage are:
| Metric | Manual Review Threshold |
|---|---|
| Error 30007 rate | ≥ 45% |
| Opt-out rate | ≥ 12% |
Unlike temporary restrictions, a manual review requires Support to evaluate the sub-account before the restriction can be cleared.
Go to Sub-account → Settings → Phone Numbers (Phone Settings).
Submit the Messaging Quality Review request form.
Submitting the form automatically creates a Support request for review. Only one open review ticket is allowed per sub-account at a time.
- Bulk, workflow, and campaign SMS remain paused.
- One-to-one conversation messaging continues.
- Self-lift is not available while a review is open.
- Only Support can clear a manual review — the review status is removed after Support completes their assessment.
Submitting a review request does not guarantee immediate restoration of sending. Support evaluates your messaging practices, contact consent, and recent sending history before clearing the review.
Email Notifications You'll Receive
You may receive up to three types of email related to messaging quality monitoring:
| Email Subject | When It Is Sent |
|---|---|
| Messaging quality alert | Your opt-out or Error 30007 rate crossed a warning threshold |
| SMS temporarily paused | Your rates crossed a restriction threshold and bulk/automated sending is paused |
| Support review required | Your account has been escalated for manual review, or a review outcome requires your attention |
All emails are sent to the agency account owner and relevant sub-account administrators. You will receive at most one warning email per sub-account per UTC day.
Restriction History
The Restriction History tab provides a complete view of the sub-account's messaging restriction activity. It helps you understand when a restriction was triggered, why it occurred, and what actions were taken afterward.
Go to Sub-account → Settings → Phone System → Messaging → Restriction History.
The Restriction History tab includes:
- Date and time of the restriction event
- Restriction type, such as temporary or manual review restriction
- Restriction reason, such as elevated error or opt-out rates
- Percentage/count associated with the restriction
- Additional details, including whether a restriction was lifted through self-service
- A history of restriction and lift events
- Date filters to review restriction activity for a specific period
This tab provides a centralized timeline of messaging compliance events, making it easier to understand how the sub-account progressed through restriction, recovery, and lift stages. Restriction events and exact message counts are available through compliance history.
How to Reduce the Risk of Restrictions
To maintain healthy SMS deliverability:
Warnings should be treated as an opportunity to correct messaging behavior before a restriction occurs. Healthy rates keep your numbers trusted by carriers — which means more of your messages reach real people.
Frequently Asked Questions
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