A2P 10 DLC Compliance Policy (Opt-out & Error Rates)

Wise Agent’s WiseTexting feature leverages A2P text communications, enabling our members to send messages via a purchased 10-digit local phone number. To ensure these communications meet industry standards and regulations, we adhere to specific compliance thresholds and engage in a comprehensive review process for accounts that may not meet these criteria.

WHAT IS A2P 10DLC?

The Application-to-Person (A2P) 10-digit long code (10DLC) system is a framework established in the United States to ensure that businesses can send SMS messages to individuals using standard 10-digit phone numbers while adhering to regulations set forth by the FCC, TCPA, and CTIA. This system verifies the identity of businesses and enforces policies to protect recipients from unsolicited messages, enhancing message deliverability and engagement for compliant text marketing practices.

WHAT THIS MEANS FOR YOU

Wise Agent allows members to send and receive text messages to their contacts through the WiseText feature using A2P 10DLC. Each member must register their brand as a Sole Proprietor or a Standard Brand to use the WiseText feature to send text messages to a U.S.-based recipient. (NOTE: If you are not based in the U.S. but still plan to send SMS communication to U.S.-based recipients you must register for A2P 10DLC.) By registering your Standard Brand or Sole Proprietor brand you are also subject to our A2P 10DLC SMS Compliance Policy.

Upon purchasing a Wise Text number and completing the A2P 10DLC registration you are agreeing to the terms of Wise Agent's SMS Compliance Policy and acknowledge that any violation or abuse of this policy can result in the restriction of your texting capability or loss of access to the WiseText feature altogether.

We encourage you to follow up with our support team at help@wiseagent.com if you have any questions regarding the Compliance Thresholds and Review Process outlined below.

Compliance Thresholds and Review Process

Below you will find information about our compliance thresholds, which include opt-out rates, error messages, and filtered messages. If these thresholds are not met you will be placed “In Review,” a process to assist you with regaining a good standing of your WiseText account. Failing to improve your SMS performance may result in the removal of your WiseText access altogether. Please review the following thresholds and reach out to our support team at any time with any questions.

Compliance Thresholds

Our compliance strategy focuses on minimizing opt-out rates and managing SMS error rates effectively. The following thresholds are set in place to ensure that Wise Agent members meet all guidelines set forth by our provider Twilio, recipient carriers as well as the FCC, CTIA, and TCPA.

• Opt-Out Rates: An Opt-Out occurs when a recipient replies to one of your SMS text messages with any of the Opt-Out phrases, such as STOP, STOPALL, UNSUBSCRIBE, or QUIT. We strive to maintain opt-out rates below the 2% guideline set by Twilio and industry regulators, and ensure messages are welcomed by recipients.
  • A daily opt-out threshold applies and is dependent on the number of SMS texts sent per day:
    • 100-250 Texts: Restrictions will apply if complaints exceed 5%
    • 250+ Texts: Restrictions will apply if complaints exceed 2%
  • Exceeding these thresholds will restrict your WiseText number for the day and trigger a "Violation" that will be documented in your account.
    • Your WiseText number will automatically be prevented from sending bulk text messages and marketing text messages for 24 hours. One-off texts will be sent as normal
  • Any Wise Agent member that exceeds 3 violations within a rolling 7-day period will be placed into review.
• Error Rates: Errors occur for a variety of reasons. Some examples of these errors are attempting to send a text to an invalid number such as landlines, or numbers not in service. Other examples are sending a text to a phone number that has already opted out, or texting U.S.-based phone numbers without having a valid A2P registration or sending any prohibited content. Keeping SMS error rates below 10% is crucial for ensuring reliable message delivery.
  • A daily threshold applies and is dependent on the number of SMS texts sent per day:
    • 100-250 texts: Restrictions will apply if complaints exceed 15%
    • 250+ Texts: Restrictions will apply if complaints exceed 10%
  • Exceeding these thresholds will restrict your WiseText number for the day and trigger a "Violation" that will be documented in your account.
    • Your WiseText number will automatically be prevented from sending bulk text messages or marketing text messages for 24 hours. One-off messages will be sent as normal.
  • Any Wise Agent member that exceeds 3 violations within a rolling 7-day period will be placed into review.
• 20% Filtered Texts:Your SMS text messages may be filtered by the receiving carrier (T-Mobile, AT&T, Verizon, etc.) or by Twilio, our SMS text provider, if your message violates carrier guidelines. Examples of messages that may be blocked or filtered include messages that include SPAM, PHISHING, fraud, or any prohibited content. For more information on prohibited content please review our Forbidden Text Categories.
  • While one instance of this will result in a single error code please note that if 20% of your SMS Text messages overall have been filtered it will result in your account being placed in automatic review.

Review Process:

Any combination of 3 Opt-Out rate violations or Error rate violations within a 7-day rolling period, or, 20% or more of your overall SMS text messages being filtered will result in your WiseText number being temporarily restricted. Accounts surpassing the above-listed thresholds will be subject to our review process to regain full access to the WiseText feature, which includes:

• Restrictions: Temporarily limits the ability to send bulk and marketing messages. One-on-one communications will still be sent as normal. This means any SMS text messages scheduled to send out as part of a Drip Campaign, or Marketing Campaign will not be sent, nor will messages sent as part of a Bulk Text. However, one-off messages including SMS texts sent through Lead Rules, the AI Bot, or individual messages sent to a single contact will be sent as normal. (Please note: any messages that are skipped as part of a drip/marketing campaign will not be resent once restrictions are lifted.)
• Assessment: A thorough review of the account’s messaging practices, A2P 10 DLC registration, and message flow to ensure compliance with regulatory requirements. You will be contacted by Wise Agent to review the content and frequency of your messages to make any necessary corrections to realign you with our compliance policy and guidelines.
• Resolution and Monitoring: Depending on the review outcome, restrictions may be lifted as compliance is achieved, with ongoing monitoring to prevent future exceedances. If your account has been placed under review in multiple instances you may lose access to the WiseText feature to ensure that Wise Agent remains compliant with the guidelines set forth by Twilio, recipient carriers, and the FCC, CTIA, and TCPA.

Why Compliance Matters?

Adhering to these compliance measures not only aligns with regulatory requirements within the industry but also benefits you by enhancing the trustworthiness and effectiveness of your messaging campaign to your clients. In addition, the Federal Communications Commission (FCC) has the authority to assess penalties for any business or entity that violates TCPAguidelines. Proactively monitoring your SMS output helps to ensure that you remain compliant and in good standing with recipient carriers.

Need More Information?

For further details on our compliance measures or assistance with your messaging strategies, please visit our updated Terms of Service.

Our support team is always ready to help you navigate the A2P 10 DLC landscape and make the most of your text messaging efforts. You can contact us through our online form or email us at help@wiseagent.com .