Our primary goal is to help clients deliver reliable messages and prevent account blocks or suspensions due to misuse.
To maintain a stable delivery rate, we monitor accounts and take proactive measures:
When the error rate hits 8% and the opt-out rate reaches 1%, we send an email notification.
At an error rate of 12.5% and an opt-out rate of 2.5%, we notify about the suspension via email.
Once suspended, outbound SMS will fail until 00:00 AM UTC.Halt all workflows, campaigns, triggers, and bulk actions targeting non-consenting contacts.
Adjust and personalize opt-out language and SenderID messages to avoid flagging.
Consult with your client to ensure no further bulk communication or cold prospecting campaigns will be sent in the near future.
Indicates recipients are objecting, complaining, or marking your messages as spam.
Aim for an opt-out rate between 0-1%. At 2%, the sub-account will be prohibited from sending messages for 24 hours.
Indicates you’re sending messages to inactive contacts, non-SMS devices, or getting blocked by carrier filters.
Aim for an error rate within 0-6%. At 12%, the sub-account will be prohibited from sending messages for 24 hours.
Suspensions lift after 24 hours unless permanent. Refer to the article "Why is your account suspended" for more details.
During suspension, you can still have one-on-one conversations, send test messages, resend messages, and receive missed call text backs.