Concours Pro Phone Messaging Policy

This article outlines the messaging rules and best practices for sending SMS messages through Concours Pro’s LeadConnector (LC) Phone system.

This policy is designed to:

• Avoid SMS Spam blasts from fake signups. New accounts must follow the Ramp-Up Model.
• Avoid user accounts getting blocked due to suspicious activity.
• Avoid legal actions due to increased spamming to non-consenting customers. Only bulk SMS sending will have daily limitations to avoid sub-account suspension due to non-compliant messaging activity.

This guide ensures compliance with legal and industry standards, helping protect the reputation of our users and limiting exposure to spam and unwanted messages.

Contents

• Policy Overview
• How We Handle Violations
• SMS Ramp-Up Model
• Spam Message Handling
• Opt-Out Language Addition
• Sender Information Addition
• Error and Opt-out Rate Monitoring
• Violations and Suspensions
• FAQs

Policy Overview

All SMS messages sent via Concours Pro must comply with Application-to-Person (A2P) messaging standards. The key points include:

• Consent (“opt-in”): You MUST obtain explicit consent from contacts before sending messages. Purchased or exchanged consent is not valid.
• Revocation of Consent (“opt-out”): Messages must include an opt-out option like “Reply STOP to unsubscribe.”
• Sender Identification: Clearly identify the sender in initial messages.
• Prohibited Content: Avoid topics related to alcohol, firearms, gambling, tobacco, or adult content.
• Filtering Evasion: Do not use tactics to evade spam filters, such as misspelling words or using non-standard opt-out phrases. ‘Snowshoeing’ is not permitted, which is defined as sending similar or identical messages across many phone numbers to evade unwanted messaging detection and prevention mechanisms.

How We Handle Violations

Concours Pro reserves the right to suspend or remove access without notice for accounts violating the messaging policy. We may work with our users in good faith to resolve issues but can enforce penalties for severe violations, including no notice temporary or permanent suspensions.

SMS Ramp-Up Model

As of February 2024, to prevent spam and ensure compliance, new accounts start with a restricted SMS sending limit, increasing gradually through eight levels. The process starts upon sending the first message, with accounts temporarily restricted after reaching each limit.

The ramp-up will start on the day when the first successful SMS message is sent.

Here’s a breakdown:

• Level 1: 100 SMS
• Level 2: 250 SMS
• Level 3: 500 SMS
• Level 4: 750 SMS
• Level 5: 1500 SMS
• Level 6: 2250 SMS
• Level 7: 3000 SMS
• Level 8: 3000 – 5000 SMS

1. All accounts start at Level 1, enabling them to send 100 SMS within 24 hours.
2. To increase sending limits, the account must send the full level sending limit within a 24-hour window.
3. After sending the full level sending limit within 24 hours, the account will be temporarily restricted from sending SMS for the next 24 hours. During this temporary restriction, SMS sending is disabled.
4. After the 24 hours, the temporary restriction will be removed. The account will be able to send messages again and the account will unlock the next level sending limit, increasing their sending limit.

An Example:

• A new account will start on Level 1 with Sending Limits of 100 SMS within 24 hours.
• To unlock Level 2, an account must send 100 SMS within 24 hours. 
• After sending 100 SMS within 24 hours, the account will be temporarily restricted from sending SMS for 24 hours.
• After 24 hours, SMS sending will be allowed again and you will unlock Level 2 sending limit of 250. 
• Then to unlock Level 3, you must send 250 SMS within 24 hours, after sending 250 SMS within 24 hours you will be temporarily restricted from sending SMS for 24 hours.
• After 24 hours, you will unlock Level 3 sending limit of 500. 
• This process of hitting the level sending limit and waiting 24 hours, continues until Level 8, which allows for 3000-5000 SMS sending per day.

Spam Message Handling

SMS messages sent are categorized by status (Sent, Delivered, Failed, Undelivered).

Undelivered messages receive specific codes, prompting actions like enabling Do Not Disturb (DND) status on contacts to prevent further attempts to send SMS to those numbers.

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: Do nothing

How to Revoke DND

• For temporary DND: Remove the flag from the contact details.
• For permanent DND: Instruct the contact to send “START”, “YES” or “UNSTOP” to revoke it.

Opt-Out Language Addition

Initial messages must include opt-out instructions like “Reply STOP to unsubscribe.” This requirement applies to bulk actions, workflows, and campaigns but not to one-on-one conversations unless it’s the first message.

Sender Information Addition

Consent for sending SMS communications can’t be bought or transferred. The only way is to take explicit consent from the user for the SMS campaigns and communications.

Consent is taken by a specific entity, in your case your business, that is the actual sender of the communications.

Every initial message must include the sender’s identification. This is crucial for bulk messages, workflows, and campaigns to ensure recipients know the message’s origin.

Error and Opt-out Rate Monitoring

We monitor error and opt-out rates to ensure compliance. High rates can lead to temporary account restrictions. Good practices include keeping Opt-out rates below 1% and Delivery error rates below 6%.

A High Opt-Out Rate indicates that contacts have 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 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 Delivery error rate is typically in the range of 0—6%.

Once the Delivery error rate hits 12%, the account will be locked for sending text messages for 24 hours.

Violations and Suspensions

Violations

We will issue a violation and send out a Violation Email email notification as soon as your account hits the Delivery error rate of 8% or Opt-out rate of 1%.

Suspensions

We will suspend your account and send out a Temporary Account Restriction suspension email if your account hits the Delivery error rate of 12% or Opt-out rate of 2%.

If your account is suspended, all outbound SMS will be failed till at least 00:00 AM UTC.

Repeated violations or other serious violations may result in permanent suspension without notice.

The account suspension will typically be lifted within 24 hours, unless it is permanent in which case you must apply to have it lifted.

One on One conversations, Test SMS, Resend Message, and MissedCallTextBack are allowed even if the account is suspended.

What to Do When You Get a Violation Email

• Stop all workflows and bulk actions for non-opted-in contacts.
• Update opt-out and sender ID messages.
• Review your messages to prevent non-compliant messaging campaigns.

FAQs

• When do SMS Limits Refresh?
  Limits reset every 24 hours, increasing daily until capped at 5000 SMS per day.
• Can I change or Remove this Ramp Up Model?
  No.
• Do one-to-one and Missed Call Text Back SMS count toward my daily limit sending?
  Yes. Previously one-to-one messages and Missed Call Text Back messages were not considered as part of the day’s total message, this will be counted henceforth.
• Can I send one-to-one messages during the 24-hour temporary sending restriction after reaching my level limit?
  No. Previously, when an account was restricted temporarily the one-to-one messages used to be allowed, we have taken that capability away.
• What error screens or notifications will a sub-account see during a violation?
  • Conversation Error: You have exceeded your SMS sending limit.
  • Bulk Action: You are allowed to send 5000 message(s) in a day. You have already sent 5000 message(s). If you wish to proceed, 1 Message(s) will be failed.
• What happens if my message already has an opt-out keyword?
  In case the message already has an opt-out keywords included, such as “STOP”, “OPT OUT” UNSUBSCRIBE” “CANCEL” “END” or “QUIT”, no opt-out keyword will be added from our side.
• What happens when an end-user replies with the STOP keyword?
  If individuals reply with a standard opt-out keyword like STOP, the consent to send SMS will be revoked. All upcoming and queued messages will be failed. Also, a permanent DND will be enabled at the contact level.
• Can I extend my SMS limit past 5000 per day?
  Contact support to apply for an extension if needed.
• What happens when we hit our daily limit, will we be able to respond to SMS if a lead replies
  Once the daily limit is reached, all SMS including manual replies are restricted.
• Can we undo the DND option in bulk?
  Bulk removal of DND is not possible to prevent further spam.
• Is the auto append Sender ID and Opt-Out Language feature applying to every first text of workflow or manual SMS as well?
  Applies to bulk actions, not one-on-one messages or workflows.