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Text Message Filtration

This article explains why carriers block text messages, what content gets flagged, and how AIQ’s texting asset refresh helps improve deliverability.

Updated this week

Overview

Carriers can block outgoing messages they deem inappropriate. This filtering can escalate to block all messages from a number if it engages in spammy practices or violates carrier rules.

For more on flagged content, see What Gets Flagged and How.

Carriers increasingly use AI and machine learning to block unregulated texting, making their filters more sophisticated and evolving over time.

Even when following best practices, carriers may flag content based on:

  • Brand names

  • Keywords, phrasing, and promotional messaging

  • Phone numbers

  • Domain links/URLs

  • IP addresses

  • Images

Prerequisites

Before getting started, ensure you have:

Required Permissions:

Users must have one of the following roles:

  • Owner

Text Messaging Asset Refresh

If you have registered your texting numbers as 10DLC, refreshing your assets will only refresh your VOIP Phone number(s) associated with your Stores if enabled.

A text message asset refresh can be requested at any time, however the refresh will take place overnight after they are requested as to not interrupt any current campaigns.

If AIQ notices your SMS/MMS messaging failure rate is above 20%, we'll also recommend a refresh. You'll see the modal with more information and the current cost to refresh those assets with the option to request the asset refresh.

  1. Navigate to Settings > Texting

  2. In the Filtration Protection Level section, click the button "Refresh text filtration assets"

  3. The modal will show you the cost to refresh, confirm if you'd like to continue.

Steps after requesting an asset refresh

To ensure a successful asset refresh, you'll also want to update the texting assets you have set within your AIQ account. You should receive an email after requesting an asset refresh, with a reminder to update your other Texting Settings.

Update Texting Settings

We recommend using the Double Opt-In setting (if you are not already) for the least potential for filtration when sending customers texts to initially "opt-in" to SMS/MMS communications.

If you are not using default messaging, be sure to update your Texting Settings after every asset refresh for the best results. See Texting Settings.
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Update Ongoing Campaigns

Sending the same exact filtered campaign from a new number is the easiest way to get a that number filtered.

This can mean restarting the refresh process will be necessary, including, requesting a new asset refresh, updating your text messaging default language and images, and updating potentially flagged campaigns.

Billing for asset refreshes

Successful refreshes will be included on the following invoice.

  • Non-regulated industry asset refresh

    • Costs range from $40-50 per refresh regardless of the amount of opted in users.

  • Regulated industry asset refresh (will change post-Dec1)

    • Costs are calculated by how many SMS/MMS opted-in users you have.

      • Each dedicated phone number can support up to SMS/MMS 200 opted in AIQ personas.

      • Example:

        • Up to 200 opt-ins equals 1 phone number and $1 for the refresh

        • 900 opt-ins equals 5 dedicated phone numbers and will cost $5 for each refresh

  • The Dedicated phone numbers line item will include all phone numbers churned due to refreshed assets.

    • Multiple asset refreshes will show additional dedicated phone numbers, as each refresh will require a new set of dedicated phone numbers to be successful.

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