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Check out the Messaging Policy here
Please copy the following template, fill out the answers, attach the screenshots, and initiate a ticket with our support so we could create a ticket with Twilio support to unsuspend the account for you:
1. Attach a screenshot of the first text message in the workflow once your leads opt-in:
2. Please provide the Web URL address around your data collection methods:
5. Confirm that you cease the traffic that is driving the high opt-out and error rates
1. Attach a screenshot of the first text message in the workflow once your leads opt-in:
After you set up your workflow/campaign with the first message compliant according to the guidelines below, record a loom video or share a screenshot of the first SMS
For example:
Examples of message violations:
1. Hello, my name is Crystelle, and I'm seeking 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 at which you'd consider selling?
2. Hello Zina. Do you own of1768 Woodtree Cir? Really wanna talk about it if you have time.
3. Hey, this is Karan from the XXXXXXX Center. If you didn't finish signing up to get your Allowance Card, give us a call back ASAP: (800) 000-0000
4. KATE, it's Daniel. You can get up to $30K/person who worked during COVID. Let me help you in 2023. YES for info.
5. Hey Shubham, it's Shivam. Let's start 2023 by claiming your XXXXX (up to $26K/person). Interested? YES for more information!
6. Last chance to receive January $5 coupon by joining XXXXXXX Salon Club by the end of the year 2022!https://msgsndr.com/l/XXXXXXXX
2. Please provide the Web URL address around your data collection methods:
E.g. Screenshot of Website / Registration form where customer shared their contact details/consent for said SMS communication. This is the point at which you collect consumer data, and the consumer consents to receiving SMS messaging which should include the following:
- Program name and/or a description of the messages that will be sent
- Organization or individual being represented in the initial message
- Fee disclosure
- E.g. "Message and data rates may apply"
- Service delivery frequency or recurring messages disclosure
- E.g. "4 messages per month", "Message frequency varies", "1 message per login", etc
- Customer care information
- typically "Text HELP for help" or Help at XXX-XXX-XXXX) - not required for single message programs (i.e 2FA)
- Opt-outinstructions
- (typically "Text STOP to cancel") - not required for single message programs (i.e 2FA)
- Link to Privacy Policy describing how end-user opt-in information will be used
- Link to Terms and Conditions describing terms of service
- Incorporate an optional checkbox that end-users must select to receive SMS messaging. The checkbox can not be pre-selected. The checkbox provides the end-user the ability to agree, or not agree, to receive SMS messaging
3. Attach a screenshot showing a checkbox to ensure the lead gives consent when filling out the form:
You can type something like this as an example:
By providing your name and contact information you are expressly consenting to receive communications from COMPANY_NAME or one of their licensed agents, which may include phone calls (including to any wireless number that you provide) including automatic telephone dialing systems or by artificial/pre-recorded messages text message and/or emails for the purpose of marketing insurance products and services including health, medicare, and life insurance plans. By providing your information, you understand that your consent is not a condition of the purchase of any product or services, and carrier messaging and data rates may apply. You may revoke this consent at any time by calling us at 1-800-000-000 or by emailing us at EMAIL_HERE to be placed on our do-not-call list.
Example:
Learn more about Forbidden Message Categories for SMS and MMS in the US and Canada
4. Please explain whether you receive direct consent from end-users and/or where end-users are signing up to agree to receive your communication:
Per Twilio's Messaging Policy under Consent / Opt-in - Consent can't be bought, sold, or exchanged. Meaning it cannot be purchased through a 3rd party site or publics records.
5. Confirm that you cease the traffic that is driving the high opt-out and error rates:
6. If your account is suspended because of violations in obtaining and/or maintaining user consent, you might be asked to provide proof of opt-in for certain phone numbers. Once you reach out to support we will look at this information with Twilio but be prepared to provide proof of opt-in for certain phone numbers.
Proof of opt-in should include:
- Name of the end user
- Email Address of the end user
- Physical Address Collected
- Registration Date and Time
- IP address or other method of collection
- Complete Web URL address or details around other collection methods
- Screenshot of Website / Registration form where customer shared their contact details/consent for said SMS communication with all possible details mentioned above
Your Twilio subaccounts will be suspended due to non-compliant activities:
- High Error Rate
- High Opt-Out rates
High Error Rate
A high error rate can be driven by one error code or by the sum of several collectively. (see the Error and Warning Dictionary for a full list of all possible Twilio REST API error codes).
High Opt-Out Rate
A high opt-out rate is an indication of unwanted/unsolicited messaging.
Your targeted audience must be aware of what they are signing up for and your website/form must clearly state how their information will be used and they have to provide consent to it accordingly. For example, you can't obtain the consent of message recipients by purchasing a phone list from another party.
Consent / Opt-in:
Prior to 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. You need to keep a record of the consent, such as a copy of the document or form that the message recipient signed, or a timestamp of when the customer completed a sign-up flow. Consent can't be bought, sold, or exchanged. For example, you can't obtain the consent of message recipients by purchasing a phone list from another party.
Lack of Sender Identification
Every message you send must clearly identify you (the party that obtained the opt-in from the recipient) as the sender, except in follow-up messages of an ongoing conversation. Such that the message recipient can immediately associate where/whom they have given consent to.
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.
Same or similar message sent across a large number of phone numbers
We do not permit spreading similar or identical messages across many phone numbers without appropriate business justification.
As a result, we have restricted your ability to provision additional phone numbers. If you attempt to recycle phone numbers and further provision additional phone numbers, you will see an error message due to this restriction.
To appeal this decision, please respond to this email with the justification of your business use case requiring the same or similar messages across additional phone numbers.
Your Key Messaging Metrics
Your messaging activity reflects consumer impacting and/or policy-violating content being sent. Your opt-out and error rates have reached higher than acceptable levels.
A good opt-out rate is typically in the range of 0—0.3%
A good error rate is typically in the range of 0—6%