10DLC Best Practices

Welcome to our Best Practices page for sending Peer to Peer messages in compliance with 10DLC regulations. Please be aware that 10DLC regulation may change or be updated; check back here for updates. We're working with Twilio directly to ensure your texting program isn't affected, but we need you to do everything you can to minimize list errors and opt-out rates. 

 

If you are unable to find the information you are looking for or have any additional questions please don’t hesitate to reach out to our Support Team at support@impactive.io We’re here to help!

 

  1. Identify Yourself as the Sender
    • Every message you send to folks who have not opted into receiving text messages must clearly identify you as the sender, except in follow-up messages of an ongoing conversation.
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  2. Encourage Opt-Outs
    • The initial message that you send to an individual needs to include the following language: “Reply STOP to unsubscribe,” or the equivalent using another standard opt-out keyword, such as Stop2Quit, STOPALL, UNSUBSCRIBE, CANCEL, END, and QUIT.
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  3. Do Not Send Links in the Initial Message
    • Including a link in the initial message is one of the easiest ways to have your messages flagged or marked as spam. The easiest way to avoid this is to simply not include links in initial messages. If you absolutely must send a link we recommend sending it within a follow-up response to avoid getting flagged as spam.
  4. Make Sure Landlines are Scrubbed from Lists before Uploading
    • Impactive will try to remove any landlines from your uploaded contact list for you, but it’s good practice to remove all non-textable phone numbers from a list before uploading it to an action to ensure higher deliverability rates. 
  5. Monitor Text Banks Closely
    • We recommend keeping a close eye on the metrics under ‘Carrier Filtering,’ ’Twilio Errors,’ and ‘Impactive Safeguards’ during your text banking actions. These values are some of the best predictors of whether your text bank is at risk of violating 10DLC regulations. If you see high carrier filtering or error rates, pause your text banks, adjust your scripts, and then attempt to resume and repeat. Or try again on another shift. Additionally, you can always message our Support Team at support@impactive.io if you’re seeing high rates and aren’t sure what is going on.

 

To view the results of your action in real-time navigate to the View Results page of your action within the Admin Dashboard.

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Twilio Errors

These are the total number of messages that Twilio (our carrier) encountered an error when attempting to deliver the message to the receiver. You can see the total under the "Twilio errors" box.

If you want to explore more context, you can try exporting messages under the "export messages" button at the bottom of your "view results" screen.

On the messages export, these messages are listed with a 5-digit error code in the "error_code" column. For example, the error code 30003 means that the device that you texted was switched off when the message was received.

Twilio has more context on these in their documentation; however, if you're pressed for time, you can simply navigate to the "aasm_message" column to get a human-readable error message like "Contact has unsubscribed".

 

Impactive Safeguards

These are the total number of messages that were prevented from being sent by Impactive to protect your texting reputation and save you money; examples of these include landlines that were scrubbed from your list of phone numbers, and removing contacts who have previously opted out from receiving text messages.

If you want to explore more context, you can try exporting messages under "export messages".

On the messages export, they’re listed by the 4-digit error code, for example, 1302 (aka contact is unsubscribed).

 

Carrier filtering

These are the total number of messages that were filtered by the carriers (ATT, T-Mobile, etc…) prior to being delivered to the receiver. On the messages export, they’re listed as a Twilio 5-digit error code, specifically, 30007.

As a best practice, we typically encourage campaigns to cease the text bank if messages start to get filtered. You can email support@impactive.io for more direction on how to respond to carrier filtering.

In the meantime, we're working with our texting provider to ensure that campaigns maintain high deliverability in light of carrier 10DLC updates. Please continue to check back here for more updates from Impactive on how to continue to stay up to date with 10DLC best practices.

 

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