We want to ensure that your texts get through and not be filtered. Message filtering involves the prevention of undesirable or prohibited messages. Filtering may happen to uphold our SMS texting provider (Twilio)'s standards or adhere to regulatory and wireless carrier messaging policies. For a better understanding of message filtering, please take a look at the article How Does Message Filtering Work?
To safeguard your messages from being filtered, adhere closely to Twilio's Acceptable Use Policy, Messaging Policy, and the CTIA's Best Practices. Also, please don't send spam or engage in fraudulent activities.
Use Case
Review Twilio's SMS Guidelines specific to the country where you're sending messages. Twilio regularly updates these pages with the best practices for each country. Before sending messages to the United States or Canada, verify that your use case does not fall under the Forbidden message categories for SMS and MMS in these regions.
Message Content
URL Shortening - When sending SMS or MMS messages containing shortened URLs to users in the United States, use a dedicated, branded short domain that belongs to your business. Do not send links that have been shortened using shared public URL shorteners, such as free TinyUrl or Bitly links. U.S. carrier policies strongly discourage the use of shared public URL shorteners, due to the frequency of use by spammers, scammers and other bad actors. The use of these public shared shorteners will result in higher risk of filtering, with no recourse if filtering does occur (see details here). Use a dedicated short domain if you plan to include shortened URLs in your messages.
Domains - Using URLs employed by other services or individuals can sometimes trigger filtering. This practice heightens the risk, as another user sharing the same URL domain could send spam or objectionable content, leading to the domain being flagged by filtering systems. Obfuscated URLs, often utilized in spoofing or phishing attempts, are also subject to filtering.
Unnecessary Characters - Avoid the use of emojis, unnecessary special characters, or excessive capitalization, and ensure careful attention to grammar and spelling. Messages structured in an attempt to evade detection of unwanted messaging are typically filtered.
Illegal Content - Avoid sending content that is illegal in your jurisdiction or prohibited by carriers. See Forbidden message categories for SMS and MMS in the US and Canada for additional information.
I suspect that my messages are being filtered by mistake. What steps should I take?
Twilio tries to ensure that customers do not encounter filtering on legitimate messaging that adheres to all relevant regulations. If you have thoroughly reviewed the provided information and believe your messages comply with Twilio and carrier policies, follow these steps:
Gather three or more undelivered message examples within the last 7 days.
Contact Enrollsy via the in-app chat button or by email. We can look up the numbers to be sure they have the "undelivered" status (error code 30007).
Reach out to the Twilio Support team who can assist in reviewing your messaging and determining if an error occurred, and can connect you with their Compliance team if necessary.