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Stack - Phone Messaging Policy

To ensure the integrity of SMS communications and protect your messaging reputation, Stack has implemented specific features within the Stack Phone System. This policy applies to all users utilizing Stack Phone for communication within the CRM.

Overview​

We all expect our messages to reach their recipients without unnecessary filtering or blocking. An essential step towards achieving this is preventing and eliminating unwanted messages. Our goal is to ensure that messages sent through Stack Phone are to consenting parties and adhere to applicable laws and industry standards.

Topics Covered​

  • Stack Phone Messaging Policy
  • Handling Policy Violations
  • SMS Ramp-Up Model
  • Spam Message Handling
  • Opt-Out Language
  • Sender Information
  • Error and Opt-out Rate Monitoring
  • FAQs

Stack Phone Messaging Policy​

All messages sent via Stack Phone must comply with Application-to-Person (A2P) messaging regulations. This includes:

  • Consent (Opt-In): Consent must be explicitly obtained and cannot be bought or sold. Only send messages to contacts who have opted in.
  • Revocation of Consent (Opt-Out): Include language such as "Reply STOP to unsubscribe" in initial messages to allow recipients to revoke consent at any time.
  • Sender Identification: Clearly identify yourself in every initial message, except in ongoing conversations.
  • Messaging Usage: Avoid sending messages related to restricted content like alcohol, firearms, gambling, tobacco, or adult content.
  • Filtering Evasion: Avoid content designed to bypass detection mechanisms, such as intentionally misspelled words or non-standard opt-out phrases.

Handling Policy Violations​

If a violation is detected, we will work with you to resolve the issue. However, we reserve the right to suspend or remove access to Stack Phone for non-compliance with this policy or applicable laws.

SMS Ramp-Up Model​

Starting February 1st, 2024, new sub-accounts will follow an 8-level SMS ramp-up model:

LevelSMS Sending Limit
1200
2400
3600
4800
51000
61200
71400
8+2000

How It Works​

  • The ramp-up period begins when the first successful SMS is sent.
  • Sub-accounts start at Level 1, with a limit of 100 SMS in 24 hours.
  • To advance levels, send the full limit within 24 hours. After reaching the limit, SMS sending is temporarily disabled for 24 hours before the next level is unlocked.

Spam Message Handling​

Messages sent from sub-accounts can have the following statuses:

  • Sent: Awaiting carrier response.
  • Delivered: Successfully sent to the contact.
  • Failed: Not sent to the carrier.
  • Undelivered: Suspicious or policy-violating messages.

Undelivered messages are tracked with error codes, and appropriate actions are taken, such as enabling Do Not Disturb (DND) for certain contacts to improve deliverability.

DND Management​

  • Temporary DND: Can be revoked by removing the DND flag in contact details.
  • Permanent DND: Cannot be revoked; contacts must reply with keywords like "START" to remove DND.

Opt-Out Language​

Consent for communications must be explicitly obtained. Initial messages should include:

  • Opt-Out Language: Include keywords like "STOP" to allow recipients to revoke consent.
  • Sender ID: Identify yourself as the sender in initial messages.

Customizing Opt-Out Messages​

Customize opt-out messages by navigating to Settings > Business Info > General in your sub-account.

Error and Opt-Out Rate Monitoring​

To ensure trusted communications, we monitor delivery and opt-out rates:

  • Violation Email: Sent when the error rate hits 6% or opt-out rate hits 2%.
  • Temporary Account Restriction: Applied at a 10% error rate or 3% opt-out rate.

Responding to Violations​

  • Stop all workflows and bulk actions to non-opted-in contacts.
  • Customize Opt-Out language and Sender ID to prevent future violations.

FAQs​

How often does the SMS limit last? The SMS limit refreshes every 24 hours, with a maximum of 5000 SMS per day after the initial ramp-up period.

Can I send more than 5000 SMS per day? Contact support to request a limit extension after reaching the 8th-day mark.

What happens when we hit our daily limit? You cannot respond manually to incoming messages. The daily limit affects all messaging activities.

Can we undo the DND option in bulk? No, bulk DND revocation is not possible to prevent further bulk messaging.

Does the Sender ID and Opt-Out Language apply to all messages? These settings apply to the first SMS sent to a new contact who hasn't previously messaged your system.

For more information on using Stack Phone, explore related articles or contact support.