Phone companies like AT&T, Verizon, and T-Mobile work hard to protect their customers from unwanted messages, or "SPAM." Think of it like the spam filter in your email, but instead of the message going into a spam folder, it just doesn't get delivered at all.
When you send messages using a 10-digit long code (10DLC), which is a standard phone number, certain words or phrases can cause phone companies to block or filter your messages. They do this to stop spam, fraud, and other bad practices.
To avoid this, your messages should sound natural, like a real person wrote them. Don't sound like a robot! A good idea is to imagine you are the person receiving the message and create something that would be helpful or meaningful to you. The goal is to give your patients a good experience.
While the exact rules can be a bit different for each phone company and area, here are some common types of words or phrases that might cause your messages to be blocked or flagged:
1. Money and Payment Words:
"Free money," "Get paid," "Earn cash"
"Loan approval," "Debt relief," "Quick cash," "Instant payout"
"Cash prize," "Credit card offer," "No credit check," "Payday loan"
"Bitcoin" or other online currencies These words are often flagged because they are linked to financial scams.
2. Prizes, Sweepstakes, and Contests:
"You’ve won," "Congratulations," "Claim your prize," "Win now"
"Click here to win," "Prize claim," "Lottery," "Sweepstakes," "Gift card giveaway" Messages with these phrases can be seen as unwanted ads, especially if the person didn't sign up for the contest.
3. Urgent or Scary Messages:
"Limited time offer," "Act fast," "Urgent," "Last chance," "Immediate response required"
"You’re at risk," "You owe" Words that create a sense of urgency can trigger spam filters, especially in messages people didn't ask for that try to pressure them.
4. Health and Wellness Terms:
"Lose weight fast," "Miracle cure," "Instant weight loss," "Free trial," "Drastic results"
"Cure all diseases," "Enhance your life" Health-related words can be flagged if they seem to promise things that aren't real, or if the sender isn't supposed to be promoting health products.
5. Generic or Suspiciously Short Website Links:
Links that look suspicious or random, or don't seem connected to a real website or the message's topic. Try not to use shortened links or links that don't clearly belong to your brand or service.
6. Unwanted or General Marketing:
"Buy now," "Limited time sale," "Exclusive offer," "Call now," "Shop now," "Special offer" These sales-focused phrases can be flagged by phone companies if they appear in messages the person didn't ask for, especially if they haven't agreed to receive such offers.
7. Security and Account Scams:
"Account suspended," "Account verification required," "Suspicious activity detected"
"Verify your account," "Your account is at risk" These phrases are often used in fake messages (phishing scams) and can be flagged to stop fraud or unauthorized access.
8. Any Language Linked to Spam or Scams:
"Congratulations! You’ve been selected"
"You’ve been approved for a loan"
"Click here for your reward"
"Send money now" Phrases commonly used in scams, such as fake lottery wins, false loan offers, or phishing attempts, can cause filters to block messages.
9. Content That Doesn't Follow Rules or Isn't Approved:
Certain types of businesses, like gambling, adult content, or politics, might have extra rules or need special approvals.
Messages with adult content, offensive language, or anything considered inappropriate can be blocked or flagged.
10. Avoid Special Characters (Unicode):
These are characters accepted worldwide, like emojis, Roman numerals, or smaller numbers (subscripts).
Dollar signs ($) in particular have been found to trigger spam filters, so try to avoid using them.
Best Ways to Keep Your Messages from Being Filtered:
Avoid Spammy Language: Write messages that are clear and to the point. Don't use words that sound too much like an ad, are too urgent, or seem suspicious.
Use Clear Sign-Up Processes: Make sure people have clearly agreed to receive your messages. Also, make it easy for them to stop receiving messages if they want to.
Focus on Helpful Content: Make sure your messages are useful and important to the person receiving them. Examples include appointment reminders, updates about services, or special offers just for them.
Use Proper Website Links: If you include links, make sure they go to trusted and real websites. Avoid using short link services.
Follow the Rules: Stay updated on guidelines like TCPA (Telephone Consumer Protection Act) and CTIA for 10DLC messaging to make sure you are following all the rules.
Keep Messages Short: If you send very long messages to many people, your number could get flagged. If you have a lot to say, it's better to email your patients and use a text message to tell them to check their email (e.g., "For more information, please check your email").
By avoiding certain flagged words and following these best practices, you can lower the chances of your messages being filtered or blocked by phone companies.
Common Questions
Why do phone companies block messages? They block messages to protect their customers from spam, fraud, and other unwanted content.
What is 10DLC? It stands for 10-digit long code, which is a standard phone number used for sending messages.
Should my messages sound like a robot? No, messages should sound natural and like they were written by a real person.
What types of words should I avoid? Avoid words related to "free money," prizes, extreme urgency, unrealistic health claims, and security warnings.
Are shortened links bad? Yes, sometimes shortened links can be flagged because they are often used to hide bad websites. It's better to use full, clear links.
What are Unicode characters? These are special characters like emojis or dollar signs. Some of them can trigger spam filters, especially dollar signs.
What's the most important thing to do? Make sure people have agreed to receive your messages, keep your messages clear and helpful, and avoid "spammy" language.
What if I have a long message to send? It's better to send a short text message telling people to check their email for more details.