At Agent CRM, we understand the importance of delivering trusted communications to your clients. To ensure your messages reach your audience without getting blocked or suspended, we have implemented monitoring systems for error and opt-out rates. Here’s how we help you maintain compliance and what steps you should take if you receive a violation email.
Monitoring Delivery Rates
To prevent your account from being permanently suspended due to bad usage, we monitor the overall delivery rate of your account. Here are the proactive measures we take to keep the delivery rate in check:
🔔 Violation Email: We send out a notification email as soon as your subaccount hits an error rate of 8% and an opt-out rate of 2%.
🚫 Temporary Account Restriction: If your subaccount hits an error rate of 12.5% and an opt-out rate of 3%, we send a suspension email, and all upcoming outbound SMS will fail until 00:00 AM UTC.
What to Do When You Get a Violation Email
If you receive a violation email, follow these steps to mitigate the issue:
- Stop All Workflows: Halt all workflows, campaigns, triggers, and bulk actions to contacts who have not explicitly opted in to receive messages.
- Customize Opt-Out Language: Enable and customize the Opt-Out language and SenderID message to prevent future flags.
- Communicate with Clients: Discuss with your client to avoid sending bulk communications or cold prospecting messages until the issue is resolved.
Understanding Error and Opt-Out Rates
High opt-out and error rates can harm your communication efforts. Here’s what you need to know:
❌ High Opt-Out Rate: Indicates recipients are objecting to your messages, generating complaints, or marking them as spam. A good opt-out rate is 0-1%. If it hits 2%, your subaccount will be locked for 24 hours.
❌ High Delivery Error Rate: Indicates you’re sending SMS to unreachable contacts or non-SMS-capable devices. A good error rate is 0-6%. If it hits 12%, your subaccount will be locked for 24 hours.
How to Get Subaccount Suspension Removed Early
Suspensions typically lift in 24 hours. However, if the subaccount is permanently suspended, refer to our article on unsuspending your account.
Preventing Future SMS Suspensions
To maintain compliance and avoid future suspensions, follow these best practices:
✅ Opt-Out Language: Include “reply STOP to unsubscribe” in the first SMS sent to a new contact.
✅ Sender Information: Introduce yourself or your company in the first SMS sent to a new contact.
✅ Number Validation: Avoid sending messages to landlines by enabling the Number Validation feature.
✅ Avoid Public URL Shorteners: Use the original full link instead of public URL shorteners like bit.ly or rb.gy.
✅ Consent Checkbox: Include a consent checkbox in your website opt-in forms to ensure leads give explicit consent.
✅ Source Information: Mention the source of how your leads opted in the first message.
✅ Double Opt-In: Encourage contacts to actively double opt-in via SMS and web form checkboxes (e.g., “reply 1 to subscribe”).
Next Steps
By following these guidelines, you can ensure your SMS communications remain compliant and effective. Sign up for a free trial account at http://www.agent-crm.com and start leveraging our compliance features to keep your messaging on track.
Customer Testimonials
💬 “Thanks to Agent CRM’s compliance features, I’ve been able to keep my messaging campaigns running smoothly without any interruptions.” – Ronald Clark
💬 “Agent CRM’s proactive monitoring has saved me from potential suspensions. It’s a game-changer for my business!” – Becky Wilson
💬 “The ability to customize opt-out language and sender information has significantly reduced my opt-out rates. Highly recommend!” – John Thomas
