Certain messaging use cases are not allowed on SMS or MMS in the United States or Canada. This information applies to long code messaging with the rollout of the new A2P 10DLC system in addition to short code and Toll-Free messaging.
How does this affect your text messaging experience?
In adherence to the carrier text message restrictions, with regard to the use of [forbidden] words and content, we have implemented a new text message validator in your CRM.
Moving forward if a message contains a [forbidden] word or content you will be presented with an error message and asked to remove the word prior to being able to send your message.
It is important to note that explicit language can also be included in this.
This validation has been put in place to protect your phone number from being flagged or blocked by phone carriers.
What are the forbidden words?
Please see the below table which directly references this article.
|
Category |
Examples |
Notes |
|---|---|---|
|
High-risk financial services |
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“Third-party” means originating from any party other than the one which will service the loan. |
|
Third-party lead generation services |
|
|
|
Debt collection or forgiveness |
|
“Third-party” means originating from any party other than the one who is owed the debt. For example, a hospital could send messages regarding bills for its own patients, assuming they provided opt-in to receive that messaging. |
|
“Get rich quick” schemes |
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This is different from outreach about employment as a result of compliant opt-in practices, messages from brokerages to their members, investment news alerts, or other investment-related messages. |
|
Illegal substances/articles |
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Cannabis is federally illegal in the United States. Cannabis businesses will not be permitted to use SMS/MMS messaging in the US, regardless of message content. |
|
Prescription drugs |
|
Offers for drugs that cannot be sold over-the-counter in the US/Canada are forbidden. |
|
Gambling |
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Gambling traffic is prohibited in the US and Canada on all number types (Toll Free, Short Code, Long Code). |
|
"S.H.A.F.T." use cases |
|
While tobacco and alcohol traffic is prohibited on Toll Free, it is allowed on Short Code, or Long Code, as long as proper age gating procedures are in place. |
|
Inappropriate Content |
|
Content that is hateful or encourages hatred or violence against individuals or groups is forbidden. This can include explicit language. |
Examples of validation error messages
Message Center
Text Campaigns
Appointment text confirmation message
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Located under appointment > setup
Appointment text confirm / adjust pending appointment modal
Payments (text 2 pay)
My use case is listed as forbidden. What can I do?
If your use case is listed above as forbidden for SMS and MMS messaging, you can use another campaign option available in your CRM. Examples of campaigns that are not affected by your CRM’s [forbidden] word validator.
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Email Campaigns
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Direct Mail Campaigns
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Area Mail Campaigns