LC - Phone Messaging Policy

LC-Phone Messaging Policy

This policy lays down the rules for sending messages through LC-Phone within the CRM. It ensures that the messages we want to receive are delivered without interference. Let's break it down:

1. Consent ("opt-in"): We can't buy, sell, or trade consent. This means you can't get people's permission to send them messages by purchasing a phone list or other means. Messages should only be sent to people who have agreed to receive them.
2. Revoking Consent ("opt-out"): The first message you send to someone should include language like "Reply STOP to unsubscribe" or something similar. This allows people to opt-out at any time by simply replying with a standard opt-out keyword.
3. Sender Identification: The first message you send must clearly identify you as the sender. If it's a follow-up message in an ongoing conversation, this requirement may not apply.
4. Messaging Usage: You should avoid sending messages related to alcohol, firearms, gambling, tobacco, or other adult content.
5. Filtering Evasion: We don't allow messages intentionally designed to dodge spam filters or detection systems. This includes using misspelled words or non-standard opt-out phrases to evade detection. Spreading the same or similar messages across many phone numbers to evade detection is also not allowed.

This policy applies to everyone who uses LC-Phone messaging services to ensure that messaging remains effective and lawful.

Handling Violations

When we identify violations of these rules, we'll try to work with customers to help them comply. However, in cases of serious violations, we may suspend or remove access to the platform to ensure that everyone can continue using messaging for legitimate purposes. This is done to protect the rights and privacy of all users.

Ramp-Up Model

Starting from April 20, 2022, all new accounts on the LC-Phone System will follow the "Ramp Up Model." This model increases the daily SMS limit for each day the location has been with us until the 8th day when it's set at 5000 SMS/day. The reset happens daily at midnight.

📌 Please Note: The daily counter resets every day at midnight 00:00:01 AM UTC. If the limit is reached before the rest time the account is locked for the rest of the time period.

Why the Change?

This policy was introduced to prevent spam messages from fake signups, keep accounts safe from suspicious activity, and avoid legal issues due to excessive messaging to people who haven't given their consent. Daily limits on bulk SMS sending ensure that accounts follow the rules and don't get suspended.

What error screens or notifications will an account see during a violation

• Conversation Error: You have exceeded your SMS sending limit.

• Bulk Action: You are allowed to send 5000 message(s) in a day. You have already sent 5000 messages. If you wish to proceed, 1 Message(s) will be failed.

Handling Spam Messages

In managing messages from accounts, it's essential to understand the different statuses they can have. There are four key statuses for messages sent from an account:

1. Sent: These are messages for which we haven't received a response from the carrier. They can fall into one of the three statuses below.
2. Delivered: These messages were successfully sent and reached the intended contact.
3. Failed: These are messages that were either canceled or not forwarded to the carrier for delivery to the contact.
4. Undelivered: Messages in this status are either suspicious or don't comply with our messaging policy.

As part of this feature, our focus will be on Undelivered messages. These messages receive specific error codes, which we store at each message level. We use these codes to implement Temporary or Permanent Do-Not-Disturb (DND) settings at the contact level. This helps enhance your deliverability rate, which is crucial for successful messaging.

Below is a summary of Undelivered SMS error codes, their meanings, and the remedial actions we take:

• Temporary DND: This can be revoked by the agency or location. It's a temporary restriction.
• Permanent DND: This restriction at the contact level can't be revoked by the agency or location. It's for contacts who can't receive messages or have opted out.
• Opt-Out Keyword: Contacts have the ability to revoke consent at any time by replying with a standard opt-out keyword like "STOP" or "Unsubscribe." This also triggers permanent DND at the contact level.

Advantages:

Implementing these measures ensures that locations only send messages to contacts who have opted in. This, in turn, increases the deliverability rate and reduces the risk of being blocked. It's a win-win for both senders and recipients.

Spam Messaging Error Screens

Conversation: Cannot send messages as DND is active for SMS.

Bulk Action: All SMS sent via features like workflow, and bulk SMS will automatically skip the DND-marked contacts from the sender list.

How to revoke the DND for a contact?

For Temporary DND, go to the contact details and remove the DND flag, below is the screenshot of the sample screen

For Permanent DND, you cannot revoke the same from UI. To revoke the permanent DND, request the contact to send a reply with the "START", "YES", and "UNSTOP" keywords to the number. This should automatically remove the DND from the contract.

📌 Please Note: If the START keyword does not revoke the DND and still incoming/outgoing messages are failing, please raise a support ticket.

Opt-Out Language addition

• The consent for sending out communications cannot be bought and the only way is to get explicit consent from the user for the SMS campaigns and communications.
• The consent is taken by a specific entity, in our case accounts that are the actual sender of these communications.
• To comply with the messaging policies each of the initial messages sent out by the company to an end-user should have below two mandatory information, ie, Sender ID and opt-out Language:
• Opt-Out Language: The end user should have the capability to remove the consent at any time, so similar to above each initial message should also have opt-out keywords like STOP, UNSUBSCRIBE, etc. We will additionally add the opt-out language: “Reply STOP to unsubscribe".

📌 Please note:

The “Opt out message” feature is applicable to Bulk action(Bulk SMS), Workflow, and campaigns and is not applicable to One-on-one conversation unless it is the first text being sent out to a new contact and that contact has never sent a text to the LC phone number before.

How can I customize the opt-out message?

Go to account -> Settings -> Business Info -> General, where you can customize the opt-out message, below is the screenshot for reference:

What happens if my message already has an opt-out keyword?

In case the message already has one of the opt-out keywords mentioned in the above screenshot, no opt-out keyword will be added from our side.

What happens when an end-user replies with the STOP keyword?

If individuals reply with a standard opt-out keyword like STOP, the consent to send SMS will be revoked. All upcoming and queued messages will fail. Also, a permanent DND will be enabled at the contact level.

📌 Please Note: This is mandatory info that should be shared with the end customer so this is a mandatory check for all the initial messages.

Sender Information addition

• The consent for sending out communications cannot be bought and the only way is to get explicit consent from the user for the SMS campaigns and communications.
• The consent is taken by a specific entity, in our case locations that are the actual sender of these communications.
• To comply with the messaging policies each of the initial messages sent out by the company to an end-user should have below two mandatory information, ie, Sender ID and opt-out Language:
• SenderID: 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. We will additionally add the sender info: “Thanks, <Location Name>".

📌 Please note: The “Sender ID” feature is only applicable to Bulk action(Bulk SMS), Workflow, and campaigns and is not applicable to One-on-one conversation

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Monitoring Errors and Opt-Out Rates

Our goal is to ensure reliable communication for our users. We monitor the account's delivery rate to avoid any permanent carrier account suspensions due to misuse.

To maintain a healthy delivery rate, we take the following actions:

1. Violation Email: When the error rate reaches 8% and the opt-out rate reaches 1%, we'll send a notification email.
2. Temporary Account Restriction: If the error rate hits 12.5% and the opt-out rate reaches 2.5%, we will temporarily suspend the account and notify you via email.

Please note that during the temporary suspension, all outgoing SMS will fail until 00:00 AM UTC.

What to Do When You Receive a Violation Email:

1. Pause all workflows, campaigns, triggers, and bulk actions for contacts who haven't explicitly opted in to receive messages from the account.
2. Customize the Opt-Out language and Sender ID message for upcoming messages.
3. Communicate with your client to refrain from sending bulk or cold prospecting messages before resolving the suspension.

Understanding Error and Opt-Out Rates:

• A high Opt-Out Rate suggests user objections or spam reports. A good rate is usually between 0% and 1%. If it hits 2%, the account is locked for 24 hours.
• A high Delivery Error Rate indicates issues with the contact list or past sending behavior. A good rate is typically between 0% and 6%. If it hits 12%, the account is locked for 24 hours.

Early account Suspension Removal:

Temporary suspensions are lifted after 24 hours. If the account is permanently suspended, refer to our article on how to unsuspend it.

FAQs

How often does the SMS limit last?

• The SMS limit will refresh every 24 hours. If the account is brand new then each day the increments will increase according to the table above. Once you have hit the 8th day your SMS limit will be capped at 5000 per day.

what happens when we hit our daily limit, will we be able to respond to SMS if a lead replies?

• No, you cannot respond manually to incoming messages. SMS daily limits will affect all messaging activities including manual SMS in conversation, automation within workflows, and bulk actions.

Can we undo the DND option in bulk?

• No, we cannot because this is to prevent sending SMS in bulk again after DND is enabled for the contacts.

Is the auto append Sender ID and Opt-Out Language feature applying to every first text of workflow or manual SMS as well?

• This feature is only applicable to Bulk action (Bulk SMS) and is not applicable to One on One conversation or Workflows or Campaigns