Error and Opt-out Rate Monitoring
Our primary goal is to assist our clients in delivering reliable messages. Our aim is to prevent the carrier from permanently blocking or suspending the account due to inappropriate usage.
"To ensure the delivery rate of the overall account remains stable, we will closely monitor it and implement proactive measures, as stated below:"
Violation Email - As soon as the sub-account's error rate reaches 8% and opt-out rate reaches 1%, we will dispatch an email notification.
Temporary Account Restriction - As soon as the sub-account reaches an error rate of 12.5% and an opt-out rate of 2.5%, an email notifying about suspension will be dispatched.
Once the account is temporarily suspended, any outbound SMS sent after that point will fail until 00:00 AM UTC.What should we do when we get a violation email?
Please halt all workflows, campaigns, triggers, and/or bulk actions targeting contacts who have not given explicit consent to receive messages from the sub-account.
Adjust and personalize the Opt Out language and SenderID message to fit your specific needs to avoid any message flagging.
Prior to responding to this ticket, kindly consult with your client to ensure that there will be no further bulk communication, message blasts, or cold prospecting message campaigns sent in the immediate future.
What are error and opt-out rates and good to have a threshold?
A High Opt-Out Rate - When a lot of people are opting out, it suggests that recipients of your messages have either raised objections, made complaints, or marked your SMS as spam. Ideally, you should aim for an opt-out rate between 0 and 1%. If the opt-out rate goes up to 2%, the sub-account will be prohibited from sending text messages for the next 24 hours.
A High Delivery Error Rate - If your Delivery Error Rate is high, it means you are sending SMS to contacts who are not active, cannot be reached, or have non-SMS devices like landlines. It could also mean that external carrier filters are blocking your SMS due to your previous bad sending behavior. Ideally, a good error rate is within 0-6%. If the error rate exceeds 12%, the sub-account will be unable to send text messages for 24 hours.
What do I do to get the sub-account suspension removed early?
The suspension on the sub-account will be removed after 24 hours, unless it's a permanent suspension. In that case, you can refer to the article "Why is your account suspended" to lift the sub-account's suspension.
You can still have a one on one conversation, send test SMS messages, resend messages, and receive missed call text backs even if your account is suspended.