Application-to-Person Policy (A2P) Messaging Policy

Last Updated: May 12 2022

All messaging transmitted via the Work Smarter CRM - regardless of use case or phone number type (e.g., long code, shortcode, or toll-free) - need to comply with the Application-to-Person (A2P) Messaging Policy. All A2P messages originating from the Work Smarter CRM are subject to this Messaging Policy, which covers messaging rules and /or prohibitions regarding:

  • Consent (“opt-in”): Consent can't be bought, sold, or exchanged. For example, you can't obtain the consent of message recipients by purchasing a phone list from another party. And SMS should only be sent to the opted in contacts.

  • Revocation of Consent (“opt-out”): The initial message that you send to an individual needs to include the following language: “Reply STOP to unsubscribe,” or the equivalent so that Individuals must have the ability to revoke consent at any time by replying with a standard opt-out keyword.

  • Sender Identification: Every message you send must clearly identify you (the party that obtained the opt-in from the recipient) as the sender, except in follow-up messages of an ongoing conversation.

  • Messaging Usage: You should not be sending messages in any way related to alcohol, firearms, gambling, tobacco, or other adult content.

  • Filtering Evasion: As noted above, we do not allow content which has been specifically designed to evade detection by unwanted messaging detection and prevention mechanisms. This includes intentionally misspelled words or non-standard opt-out phrases which have been specifically created with the intent to evade these mechanisms. We do not permit snowshoeing, which is defined as spreading similar or identical messages across many phone numbers with the intent or effect of evading unwanted messaging detection and prevention mechanisms.

This policy applies to all customers who use messaging services to safeguard their messaging capabilities and services.

How We Handle Violations?

When we identify a violation of these principles, where possible, we will work with our customers in good faith to get them back into compliance with this policy. However, to protect the continued ability of all our customers to freely use messaging for legitimate purposes, we reserve the right to suspend or remove access to the platform for customers or customers’ end users’ that we determine are not complying with the Messaging Policy, or who are not following the law in any applicable area or applicable communications industry guidelines or standards, in some instances with limited notice in the case of serious violations of this policy.

To make sure that all our customers use the features to the best of their capabilities, the below features are placed to protect the agencies from below:

  • Avoid blast SMS from fake signups

  • Avoid getting locations accounts blocked due to suspicious activity

  • Avoid legal actions on increased spamming for not opted-in customers.

Protections Against Violations

The following protections are in place to ensure your account is not suspended and your account remains in good standing.

1 - Ramp-Up Model: All new locations will go through a ramp up period. You are allowed to send 250 SMS messages on day one, 500 messages on day two, and so on until you reach 5000 messages on the 8th day. The maximum SMS messages allowed per day is 5000. The day counter resets at midnight UTC.

2 - Sender ID and Opt-Out Language: The consent for sending out communications cannot be bought and the only way is to take explicit consent from the user for the SMS campaigns and communications.

The consent is taken by a specific entity, in our case locations that are the actual sender of these communications.

To comply with the messaging policies each of the initial messages sent out by the company to an end-user should have below two mandatory information:

  • Sender ID: The name of the company/sender who is sending this SMS, so that it's easier for the end-user to understand the context. Also, to make sure your messages are compliant the following will be auto append to your SMS message "Thanks <Company Name>".

  • Opt-Out Language: The end user must have the capability to remove the consent at any time with an opt-out keyword like STOP. The following opt-out language will be auto appended to your SMS message “Reply STOP to unsubscribe".

What happens when an end-user replies with the STOP keyword?

If individuals reply with a standard opt-out keyword ("STOP"), the consent to send SMS will be revoked. All upcoming and queued messages will be failed. A permanent DND will be enabled at the contact level.