LC-Phone Messaging Guidelines The LC-Phone Messaging Guidelines outline the standards for sending messages via the LC-Phone platform within the CRM system. These rules ensure that all communication is compliant and that intended messages are delivered properly. Consent (Opt-In): Consent for sending messages cannot be bought, sold, or exchanged. This means you cannot use purchased contact lists to send messages. All messages must be sent only to recipients who have explicitly agreed to receive them. Revoking Consent (Opt-Out): The first message sent to any contact must include an option to unsubscribe, such as "Reply STOP to unsubscribe." This allows the recipient to opt-out at any point by replying with standard opt-out keywords. Sender Identification: The first message must clearly identify the sender. However, in follow-up messages within an ongoing conversation, this rule does not necessarily apply. Prohibited Content: Avoid sending messages related to adult content, including but not limited to alcohol, firearms, tobacco, gambling, or other similar subjects. Avoiding Spam Filters: Messages must not be deliberately formatted to bypass spam filters, such as using misspelled words or non-standard phrases for opting out. Similarly, distributing similar messages across multiple numbers to avoid detection is prohibited. These rules ensure that messaging on LC-Phone remains lawful and effective for all users. Violation Handling When violations are identified, efforts will be made to work with customers to correct the issue. However, serious breaches may result in the suspension or termination of access to the platform to protect the privacy and rights of all users. Ramp-Up Model As of April 20, 2022, new accounts will follow a "Ramp-Up Model," gradually increasing their daily SMS limit until they reach a maximum of 5000 messages per day by the 8th day. Here's a breakdown of the daily limits: Day SMS Limit 1 250 2 500 3 750 4 1000 5 1250 6 1500 7 1750 8+ 5000 The SMS counter resets at 00:00:01 AM UTC daily. Once the daily limit is reached, the account will be locked from sending further messages until the reset. Reason for Policy Change This system was implemented to combat spam, protect accounts from fraudulent activity, and ensure legal compliance by limiting bulk messages sent to users who have not opted in. Error Notifications If an account exceeds its message limit, error notifications will appear. For example: Conversation Error: "You have exceeded your SMS sending limit." Bulk Action Error: "You are allowed to send 5000 messages per day. You have already sent 5000 messages. If you wish to proceed, 1 message(s) will fail." Managing Spam Messages There are four potential statuses for each message sent through LC-Phone: Sent: No response received from the carrier yet. Delivered: Successfully sent and received by the intended recipient. Failed: The message was either canceled or not forwarded to the carrier. Undelivered: The message was flagged as suspicious or non-compliant with the messaging policy. Undelivered messages receive specific error codes that are used to apply either Temporary or Permanent Do-Not-Disturb (DND) settings at the contact level. Response Code Description Action 30005 User inactive/Number does not exist Temporary DND applied 30003 Unreachable - Out of Service Temporary DND applied 30004 User has opted out Permanent DND applied 30006 Landline/Incapable of receiving SMS Temporary DND applied 30008 Other reasons No action taken Temporary DND: Can be revoked by the sender. Permanent DND: Cannot be revoked and remains in place for contacts who have permanently opted out. Opt-Out Keywords: Recipients can revoke consent by replying with standard keywords like "STOP" or "UNSUBSCRIBE." This triggers Permanent DND for that contact. Spam Message Error Screens Spam errors might display notifications such as: Conversation Error: "Cannot send messages as DND is active for SMS." Bulk Action: DND-marked contacts will be automatically skipped. How to Remove DND for a Contact: Temporary DND: Go to the contact details and remove the DND flag. Permanent DND: This cannot be removed from the UI. The contact must reply with keywords like "START," "YES," or "UNSTOP" to revoke DND status. Customizing the Opt-Out Message To comply with the messaging policy, all first-time messages must include both the Sender ID and Opt-Out Language, such as: "Reply STOP to unsubscribe." This is not necessary for ongoing conversations or one-on-one messaging but applies to bulk actions, workflows, and campaigns. Customization To customize the opt-out message, go to: Account > Settings > Business Info > General. If a message already includes an opt-out keyword, the system will not append an additional one. Sender Information All initial messages must include both the Sender ID and Opt-Out Language. For example, a message might include, "Thanks, [Location Name]." Monitoring Errors and Opt-Out Rates To prevent account suspensions, LC-Phone monitors delivery and opt-out rates. When thresholds are exceeded, notifications are sent to users, and accounts may be temporarily suspended. Violation Email: Sent if error rates exceed 8% or opt-out rates reach 1%. Temporary Suspension: Triggered if error rates hit 12.5% or opt-out rates hit 2.5%. During suspension, outgoing SMS messages will fail. FAQs How long does the SMS limit last? The limit resets every 24 hours, with incremental increases for new accounts. What happens if we hit the daily limit? All messaging activities, including manual replies, will be blocked until the reset. Can the DND be removed in bulk? No, this is not allowed to prevent bulk messages from being sent again. Does the Sender ID and Opt-Out apply to every message? It applies to bulk actions and is not required for one-on-one conversations or workflows.