Messaging Best Practices

Due to the evolving SMS regulations being put in place by telecom carriers, additional spam filtering has been added to our SMS provider which could effect the messages you send through Case Status.

In order to ensure that your messages are properly delivered to your clients and not accidentally marked as spam, the following best practices apply when sending any messages.

Formatting your messages:

https://support.twilio.com/hc/en-us/articles/1260803966670-How-do-I-prevent-my-Twilio-messages-from-being-filtered-blocked-

• DO NOT USE URL shortening: Do not send links that have been shortened using shared public URL shorteners, such as TinyUrl or free Bitly links. 
• If possible, when sending URLs/links in your messages, use domains that you control.
• Don’t use emojis, or unnecessary special characters/capitalization, and watch your grammar and spelling.  Typically, these messages are structured in a way to attempt to evade detection of unwanted messaging, and your messages will be filtered.

Forbidden Message Categories:

https://support.twilio.com/hc/en-us/articles/360045004974-Forbidden-Message-Categories-for-SMS-and-MMS-in-the-US-and-Canada

• High-risk financial services (certain types of loans, cryptocurrency, etc.)
• Third-party lead generation services
• Debt collection or forgiveness
• “Get rich quick” schemes
• Illegal substances/articles
• Prescription drugs
• Gambling
• Speech that mentions: Sex/Hate/Alcohol/Firearms/Tobacco