Error and Opt-Out Rate Monitoring for SMS Compliance

To ensure the reliability of your SMS communications and maintain high deliverability, we actively monitor account health for error and opt-out rates. This helps prevent carrier filtering, account suspension, and long-term delivery issues.

📊 Error and Opt-Out Rate Monitoring for SMS Compliance

To ensure the reliability of your SMS communications and maintain high deliverability, we actively monitor account health for error and opt-out rates. This helps prevent carrier filtering, account suspension, and long-term message delivery issues.

🔍 What We Monitor

We focus on two key performance metrics:

• Error Rate: Messages that fail due to invalid numbers, landlines, or carrier rejections.

• Opt-Out Rate: Messages recipients mark as spam or opt out from receiving.

⚠️ Thresholds & Actions

• Temporary Account Restriction: Once triggered, all outbound SMS are blocked until 00:00 AM UTC the following day.

🚨 If You Receive a Violation Email

Take immediate action to prevent further penalties:

1. Pause All Messaging Activities

   • Stop workflows, campaigns, triggers, and bulk actions to contacts without clear opt-in consent.

2. Review & Update Message Content

   • Enable opt-out language (Reply STOP to unsubscribe).

   • Add Sender ID or business introduction in first messages.

3. Customer Communication

   • Avoid bulk sends, cold prospecting, or any non-consented messaging.

📈 Understanding the Metrics

Opt-Out Rate

• Definition: Recipients mark messages as spam or opt out.

• Healthy Range: 1-2%

• Impact: Suspension at ≥2% for 24 hours.

Error Rate

• Definition: Messages sent to invalid, unreachable, or non-SMS numbers.

• Healthy Range: 0–6%

• Impact: Suspension at ≥12% for 24 hours.

🔓 Reinstating a Suspended Subaccount

• Automatic Lift: Suspension ends at 00:01 AM UTC the next day.

• Permanent Suspension: If notified, refer to our guide: [Why is your account suspended?] and submit a support ticket.

✅ Best Practices to Prevent SMS Suspension

Follow these strategies to ensure compliance and maintain deliverability:

1. Include Opt-Out Language

   • Example: “Reply STOP to unsubscribe” in every first message.

2. Add Sender Information

   • Introduce your business in the first message (e.g., "Hi, this is John from XYZ Insurance").

3. Enable Number Validation

   • Avoid sending to landlines or non-SMS numbers by validating contacts pre-send.

4. Avoid Public URL Shorteners

   • Do not use bit.ly, rb.gy, etc. Send the full link instead.

5. Register for A2P Campaigns (U.S. only)

   • Ensure your Business Profile, Brand, and Campaign are registered.

   • Check the Trust Center tab once the country is set to "US".

   ⚠️ A2P campaign approval can take up to 6–7 weeks. Raise a support ticket if pending longer.

6. Use Consent-Based Web Forms

   • Include a checkbox for SMS consent during form submission.

   Sample Disclosure:

   By providing your information, you consent to receive communications from [Company Name]... You can revoke consent anytime by calling 1-800-000-000 or emailing EMAIL_HERE.

7. Include Lead Source

   • Let recipients know where or how they opted in (e.g., "You subscribed via our website").

8. Implement Double Opt-In (Recommended)

   • Webform checkbox + SMS confirmation (e.g., “Reply 1 to confirm subscription”).

💬 Need Assistance?

For further guidance or if you're unsure how to proceed, please reach out to you CSM or to support@bullseyepro.ai or refer to our Help Center.