A High Opt-Out Rate indicates that contacts receiving your messages have objected, generated complaints, or marked your SMS as spam. A good opt-out rate is typically in the range of 0—1%. Once the opt-out rate hits 2%, the sub-account will be locked for sending text messages for 24 hours.
A High Delivery Error Rate indicates that you are sending SMS to contacts that are no longer in service, are unreachable, or use a non-SMS-capable device such as a landline. This may also mean that external carrier filters are refusing to deliver your SMS due to bad sending behavior in the past. A good error rate is typically in the range of 0—6%. Once the error rate hits 12%, the sub-account will be locked for sending text messages for 24 hours.
What should we do when we get a violation email?
Stop all your workflows, campaigns, triggers, and/or bulk actions to contacts who have not explicitly opted in to receive messages from the sub-account.
Enable and customize the Opt Out language and SenderID message as per your use case so that all the upcoming messages are not flagged.
Ensure all upcoming SMS to new contacts have the Opt-out language and sender information. You can enable the same using the changelog here.
Enable the number validation feature to avoid future SMS being sent to a non-SMS-capable device such as a landline. You can enable the same using the changelog here.
Get the sub-account registered with A2P if sending to US numbers. You can refer to the changelog here.
Make sure SMS usage complies with LeadConnector’s Messaging Policy.
To avoid future restrictions on the SMS capabilities, make sure to review recent campaigns, workflows and/or bulk messages sent from the sub-account mentioned and make relevant changes ASAP.
Not following these recommended directions may result in future restrictions. Please note if the error rate and opt-out rate continue to hit the bar, the sub-account may get permanently suspended.
What do I do to get the subaccount suspension removed early?
The subaccount suspension will be lifted in 24 hours.
