Please see here for more details on Twilio's messaging guidelines.
-
Write a clear and concise message.
-
Send campaigns to your active customers.
-
Create campaigns for a filtered audience. Customers are more likely to select a message if it specifically caters to them.
-
Filter out customers that haven't visited your business in two or three years. Inactive customers are more likely to opt out of your campaigns.
-
Check your campaign for proper spelling or grammar before sending it out. This won't affect your failure rate, but it will help with engagement with your customers.
-
Use the Insert Link button to navigate customers to your business page.
Important
Any Text Campaigns that fail for any reason are not subject to refunds.
-
Don't create a message with intentionally bad spelling, slang, symbols, or short-formed words, like "4 U" or "I <3 You."
-
Don't send text campaigns to non-customers.
-
Avoid sending text campaigns to all your customers at once. Make sure that you Filter Audience first.
-
Avoid sending text campaigns to the same customer multiple times in a short timeframe. They are more likely to opt out if you do this.
-
Avoid using all caps or capitalizing words that are not grammatically correct. For example, "BOOK WITH US NOW FOR FREE" or "BooK NoW fOR FrEE"
-
Do not send text campaigns with restricted topics and words such as Hemp, Ganja, Green Leaf, 420, CBD THC, CBD-infused, Delta-8, Delta-9, or any other slang related to cannabis.
Your campaign will be rejected by carriers for violating carrier guidelines. Text campaigns that link to websites that promote cannabis will also be flagged.
Even if CBD products are legal in your state, these messages will be denied.
-
Avoid using repeated punctuation like !!!! or ???.
-
Avoid spam words/phrases like "100% off," "extra cash," "100% Free," "No Credit Check.", etc.
-
Avoid using too many emojis. Please limit from one to two emojis per campaign.
-
Avoid sending out similar or duplicate text campaigns. These can be flagged as spam.
-
Don't send links without the Insert Link button. External links and shortened links may be flagged.
-
Try to avoid adding your address, phone number, or email to the campaign. These can be found on your website.
-
Try not to mention specific deals and prices of your services in the campaign. These may be flagged.
-
Don't send messages with hateful or offensive language.
Comments
4 comments
hi can you add photos to text marketing?
Hi Jessica, unless you link to a photo or image directly, you won't be able to add any photos to a text campaign. A text campaign is text only.
Thanks,
Jamie
I’m new to text campaigns but after reading the restrictions, I’m wondering what I can do? Avoid spam words/phrases like “50% off”- isn’t that the point of a promotional text?
Don’t include business info? What happens if I’m posting a last minute availability & I want them to call or text me directly?
I wish there was more recourses that show examples of both creating the campaigns & on the finer details like filtering capabilities for targeted audiences. Maybe I’m missing something ☺️
Thanks for your help!
Hi, Lacey,
This article covers the best practices our teams have collected over the years that lead to campaign denials. These guidelines are to discourage spammy-looking messages that get blocked by carriers and are not hard-set rules. The mention of "100% off" or “free” in a text campaign could lead to it being flagged, but that also depends on the content of your campaign.
For example, “Come check out our 100% FREEE!!! services at our salon. Click here to see more: wwww.suspiciouslink.com!!!!!!!!” will obviously get flagged.
While something like, “This summer, we're offering $50 off all services when you book with us online. Book now at www.vagarolink.com.” has a minimal risk of being flagged.
Thanks,
Jamie
Please sign in to leave a comment.