Impactive automatically monitors your texting actions (both Peer-to-Peer and Broadcast Texting) for unusually high error rates.
There are two specific issues that Impactive automatically monitors for:
High Opt-Out Rates: A higher-than-normal percentage of contacts responding with opt-out keywords like STOP, QUIT, UNSUBSCRIBE, etc.
High Carrier Filtering Rates: A higher-than-normal percentage of messages being blocked due to carrier filtering by AT&T, Verizon, etc.
If one of your actions is encountering either of these issues, Impactive will automatically email all account administrators to let them know which action is experiencing which type of error. This email serves as an initial warning that Impactive is monitoring your action; if error rates do not improve after a period of additional monitoring, Impactive will then automatically shut down the action to prevent further issues (saving you money and protecting your texting reputation).
If you are warned by Impactive that your texting actions is encountering high errors, here's what to do:
Peer-to-Peer Texting
Here are a couple of suggestions for how to improve a Peer-to-Peer Texting action that is encountering errors:
Live-edit your scripts: Make sure that your initial script adheres to scripting requirements, including opt-out language. Consider changing the wording of your script to add additional context for recipients, or to make it seem less spammy. Make your script edits, then Save the action for those edits to immediately be introduced for subsequent initial text messages being sent out by users.
Add additional initial scripts: A/B testing with multiple initial scripts is a recommended best practice for texting, since it reduces the number of identical messages being sent from your brand at one time. Add another initial script to your action; it can be very similar to your original script, with just slight changes in wording. Save the action for that additional script to immediately be introduced (randomized) among subsequent initial text messages being sent out by users.
It's never a bad idea to have a back-up plan for engaging volunteers with another action type in the (unlikely) event that a Peer-to-Peer action goes wrong and must be closed. Friends and Family Messaging actions are a great option to give volunteers another option to participate.
Broadcast Texting
Unfortunately, Broadcast Texting does not allow for live editing of scripts or the addition of initial scripts once sending has commenced. If the texting action continues to demonstrate a high error rate as more messages are sent, Impactive will automatically shut it down.
If you need help diagnosing why a certain action may have encountered high opt-out or carrier filtering rates, reach out to us anytime at [email protected]. We'll do our best to help, but keep in mind that carrier filtering in particular can't always be easily explained; if you're already adhering to script requirements, we'll likely recommend simply waiting a day or two and then resuming your texting activity.