This policy outlines the rules and guidelines for sending messages through the LC-Phone platform within the CRM. It ensures that messages are delivered effectively and comply with legal and industry standards. Below is a detailed breakdown of the policy.

Messaging Policy Rules #

• Consent (“Opt-In”): Consent cannot be purchased, sold, or transferred. You cannot obtain permission to send messages by buying phone lists or using indirect methods. Messages must only be sent to individuals who have explicitly agreed to receive them.
• Revocation of Consent (“Opt-Out”): The first message sent to a recipient must include clear opt-out language, such as “Reply STOP to unsubscribe.”
• Sender Identification: Every initial message must identify the sender (the party that obtained the recipient’s consent). This does not apply to follow-up messages in an ongoing conversation.
• Messaging Usage Restrictions: Messages related to alcohol, firearms, gambling, tobacco, or other adult content are prohibited.
• Filtering Evasion: Content designed to bypass spam filters or detection systems is prohibited, including misspelled words, non-standard opt-out phrases, or spreading similar messages across multiple phone numbers.

Handling Violations #

When we identify violations of this policy, we will work with customers to help them comply. However, in cases of serious or repeated violations, we reserve the right to suspend or terminate access to the platform to protect the rights and privacy of all users.

Ramp-Up Model #

Effective February 1, 2024, all sub-accounts created under LC-Phone follow an updated 8-level ramp-up model. This gradually increases SMS sending limits while ensuring compliance and preventing spam.

• Sub-accounts start at Level 1, with a daily limit of 100 SMS.
• To progress to the next level, the sub-account must send the full daily limit within 24 hours.
• After reaching the limit, the sub-account is temporarily restricted from sending SMS for 24 hours.
• Once the restriction is lifted, the sub-account advances to the next level with an increased sending limit.

Daily SMS sending limits by level: Day 1 = 100; Day 2 = 250; Day 3 = 500; Day 4 = 750; Day 5 = 1500; Day 6 = 2250; Day 7 = 3000; Day 8 and ongoing = 3000+.

Notes: The ramp-up process begins on the day the first successful SMS is sent, not the account creation date. One-to-one messages and missed call text-back messages count toward the daily limit. During the 24-hour restriction period, no SMS can be sent, including one-to-one messages.

Handling Spam Messages #

Messages sent from an account can have four key statuses:

• Sent: Messages for which we haven’t received a carrier response yet.
• Delivered: Messages that were successfully sent and reached the intended contact.
• Failed: Messages that were canceled or not forwarded to the carrier.
• Undelivered: Messages that are suspicious or don’t comply with the messaging policy.

Undelivered messages receive error codes that we use to apply Temporary or Permanent Do-Not-Disturb (DND) at the contact level. Summary of Undelivered SMS error codes: 30005 (User Inactive/Number does not exist) – Enable Temporary DND; 30003 (Unreachable/Out of Service) – Enable Temporary DND; 30004 (Do not want SMS/DND enabled) – Enable Permanent DND; 30006 (Landline/Incapable to receive SMS) – Enable Temporary DND; 30008 (None of the above scenarios matched) – No action required.

Temporary DND can be revoked by the agency or location. Permanent DND cannot be revoked by the agency or location and applies to contacts who can’t receive messages or have opted out. An opt-out keyword such as STOP or Unsubscribe activates a permanent DND status.

Revoking the DND for a Contact #

To disable Temporary DND, navigate to the contact details and uncheck the DND flag. Permanent DND cannot be revoked through the UI. To remove it, ask the contact to reply with keywords like “START,” “YES,” or “UNSTOP” to the number, which should automatically lift the DND status.

Note: If the DND isn’t revoked after using the START keyword and messages are still failing, please submit a support ticket.

Opt-Out Language and Sender Information #

Every initial message sent by the company to an end-user must include two mandatory pieces of information: the Sender ID and Opt-Out Language. We include the opt-out language “Reply STOP to unsubscribe” and the sender info “Thanks, <Location Name>”.

To customize the opt-out message, navigate to Account > Settings > Business Profile > General. If your message already contains one of the recognized opt-out keywords, no additional keyword is added. When an end-user replies STOP, their consent is revoked, all future and queued messages fail, and a permanent DND status is activated.

Note: The Opt-Out Message and Sender ID features apply to Bulk Actions, Workflows, and Campaigns. They do not apply to one-on-one conversations unless it is the first message to a new contact who has never texted the LC phone number before.

Monitoring Errors and Opt-Out Rates #

• Violation Email: When the error rate reaches 8% and the opt-out rate reaches 1%, we send a notification email.
• Temporary Account Restriction: If the error rate hits 12.5% and the opt-out rate reaches 2.5%, we temporarily suspend the account and notify you via email.

A good opt-out rate is usually between 0% and 1%; if it hits 2%, the account is locked for 24 hours. A good delivery error rate is typically between 0% and 6%; if it hits 12%, the account is locked for 24 hours. Temporary suspensions are lifted after 24 hours.

Frequently Asked Questions #

How often does the SMS limit reset? #

The limit refreshes every 24 hours. New accounts follow the ramp-up model until they reach Level 8.

Can I respond to incoming messages after hitting the daily limit? #

No. All messaging activities, including one-to-one conversations, are restricted once the daily limit is reached.

Can I revoke DND in bulk? #

No. DND settings are applied at the contact level to prevent bulk messaging to opted-out contacts.

Does the auto-append feature apply to workflows or manual SMS? #

The feature applies to bulk actions, workflows, campaigns, and one-on-one messages sent to new contacts.

Can consent to receive messages be bought or transferred? #

No. Consent cannot be purchased, sold, or transferred. It must be obtained explicitly from each recipient.

What should I do when I receive a violation email? #

Pause all workflows, campaigns, triggers, and bulk actions for contacts who haven’t explicitly opted in, customize your Opt-Out language and Sender ID, and advise your client to stop sending bulk or cold prospecting messages until the issue is resolved.