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Phone Messaging Policy and Compliance
Keep deliverability high and risk low: follow consent rules, include opt-out language, respect A2P guidelines, and monitor account health.
Sending Business Text Messages Without Running Into Compliance Problems
Business texting now requires strict compliance with carrier rules, consent standards, and messaging policies designed to reduce spam and protect recipients.
Messaging compliance includes proper opt-in collection, clear sender identification, opt-out handling, and responsible sending behavior across all SMS activity.
Without following compliance requirements, businesses risk blocked messages, reduced deliverability, temporary restrictions, or permanent messaging issues.
This guide will walk you through the core messaging policies so you can improve deliverability, protect account health, and keep your SMS communication compliant.
To begin, review the core messaging policy requirements and how consent, opt-out handling, and sender identification affect compliance.
Core Messaging Policy
- Consent (Opt-In): Send only to contacts who explicitly opted in. Consent cannot be bought, sold, or traded.
- Opt-Out: Recipients must be able to revoke consent using standard keywords (for example, STOP). Future and queued messages should fail after opt-out.
- Sender ID: Identify your business in initial messages. Follow-ups in an active conversation may not need repeating sender ID.
- Restricted Content: Avoid prohibited categories and policy-violating content. (Examples often include alcohol, firearms, gambling, tobacco, and adult content.)
- No Filtering Evasion: Don’t use misspelling tricks, non-standard opt-outs, or “snowshoeing” across numbers to avoid carrier filtering.
Important: A2P traffic sent via BizStackPro is subject to compliance rules for both long codes and toll-free numbers.
Auto Opt-Out & Sender Info
- BizStackPro can automatically append sender identification (for example, “Thanks, <Location Name>”) and opt-out language (for example, “Reply STOP to unsubscribe”) to Bulk SMS initial messages unless it’s already present.
- This commonly applies to bulk actions, Missed Call Text-Back, and review requests.
- Not auto-appended for Workflows, Campaigns, or one-to-one conversations—add compliance language manually where required.
Where to configure: Look for SMS compliance settings under your Phone/Account advanced settings (commonly under a path like Settings → Phone System → Advanced Settings → SMS Compliance). Some accounts may restrict disabling compliance checks.
Ramp-Up Sending Limits (New Accounts)
New accounts may follow a ramp-up period that increases daily SMS limits over the first week. Limits typically refresh every 24 hours.
| Day | Limit (SMS) |
|---|---|
| 1 | 100 |
| 2 | 250 |
| 3 | 500 |
| 4 | 750 |
| 5 | 1500 |
| 6 | 2250 |
| 7 | 3000 |
| 8 & onward | 3000+ (daily refresh) |
How unlocks work: In some ramp-up systems, you may need to reach the day’s cap before the next tier becomes available after the reset window.
DND & Error Handling
- Temporary DND: May be set due to delivery errors (for example, unreachable number, landline/incapable of SMS).
- Permanent DND: Set when a recipient opts out via standard keywords (for example, STOP).
- Remove Temporary DND: Admins can typically clear Temporary DND within the contact record.
- Remove Permanent DND: The contact must re-consent by replying START, YES, or UNSTOP (keyword support may vary).
Tip: Bulk and automated sends often skip DND-flagged contacts to protect deliverability and reduce carrier scrutiny.
Health Monitoring & Thresholds
- Early warning: A compliance/violation notice may occur around ~8% delivery error or ~1% opt-out.
- Temporary restriction: May occur around ~12–12.5% delivery error or ~2–2.5% opt-out. Restrictions commonly last about 24 hours.
- When flagged: Pause non-consensual outreach, verify compliance language, reduce volume, and focus on messaging only to clearly opted-in audiences.
Best practice: Keep opt-in proof, make opt-out easy, and avoid “blast” behavior to maintain healthy delivery and complaint metrics.
Daily Limits & Reply Behavior
If you hit your daily sending limit, outbound sends (including replies) may be blocked until your limit resets.
- Expect messaging to resume after your reset window (often a 24-hour refresh).
- Some system-triggered features may behave differently depending on configuration and compliance requirements.
Keep compliant without wrecking deliverability
Build consent-first workflows, keep opt-out and sender ID visible, and monitor health metrics so your messaging stays reliable.
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Frequently Asked Questions
What does the messaging policy require?
Send only to consenting contacts, include sender identification and standard opt-out language, avoid prohibited content, and never evade carrier filtering.
Where is opt-out language added automatically?
Bulk SMS initial messages may have sender info and “Reply STOP to unsubscribe” appended automatically unless already present.
Does auto opt-out apply to workflows or one-to-one?
No. Auto-append commonly applies to Bulk SMS only. Add compliance language manually for workflows/campaigns when required.
When is DND enabled and how do I remove it?
Temporary DND can result from delivery errors and is typically removable by admins. Permanent DND (opt-out) usually requires the contact to reply START/YES/UNSTOP to re-consent.
What thresholds trigger alerts or suspensions?
A notice may occur around ~8% error or ~1% opt-out. Temporary restriction may occur around ~12–12.5% error or ~2–2.5% opt-out, often lasting about 24 hours.
Can I reply when I hit the daily limit?
Outbound replies may be blocked while over the limit until your sending window resets.
Build trust-first messaging
Compliance protects your brand and improves deliverability. Make consent clear, keep opt-out easy, and track health to avoid interruptions.
Cleaner lists. Higher delivery.
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