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Why a Smart Number May be Temporarily Suspended
Agents who are identified as spamming leads via kvCORE will be temporarily suspended (30 days) from leveraging their Smart Number to text their contacts.
Mobile carriers have increased oversight of spam activity, and kvCORE has shifted business practices accordingly, in an effort to ensure messaging compliance with text deliverability guidelines.
What qualifies as a spam message?
While mobile carriers each have varying guidelines surrounding text message deliverability, a few common qualifiers include:
Texting a lead the same or similar content repeatedly - for example, sending a message with similar or unchanged verbiage to the same contact consecutively for multiple days.
Texting leads too frequently - for example, texting a lead without receiving a response every day for 4-5 days in a row.
Mass texting imported leads purchased from third-party sources that did not collect opt-in consent, causing many leads to mass unsubscribe.
Frequently Asked Questions
Will my whole Team/Office/Company be impacted if a single user is flagged?
In the case of a Team/Office or Company Smart Number being flagged, there will be a manual review of activity by the kvCORE team. Only the offending Agent will be impacted by the suspension.
How will I know if I've been temporarily suspended?
If a kvCORE user is identified as a Spam offender, the below banner message will automatically appear and all buttons that enable lead contact/messaging will be grayed out.
As an Admin will I be informed if my Agent's text number functionality has been suspended?
Yes. You will be notified via email with the Agent details.
How long does the suspension last?
Users who have been suspended will have limited Smart Number text functionality for 30 days.
Are suspended agents still able to reply to messages from their leads?
Suspended Agents still have the ability to manually reply to text messages from their contacts via the Dashboard and via the Contact Profile page. The suspension applies to outgoing messages sent to leads who have not engaged in a conversation with the Agent.
Best Practices
Here are some behaviors that may cause carriers like AT&T, Verizon, and T-Mobile to flag Smart Numbers as senders of spam.
Texting leads the same or similar content repeatedly to the same lead.
e.g. Sending the same or almost the exact same worded text message
to a lead 2 days in a row.
Texting leads too frequently.
e.g. Mass texting all leads subscribed to text messaging in the CRM every single day for a week straight.
Here are some lessons learned from these experiences to avoid looking like
spam to the phone carriers.
Vary the content of the text messages.
e.g. Don't change only 1 or 2 words in the sentence, write something totally new.
Space out the timing of the text messages
e. g. Don't text a lead every single day for a week straight
Collect opt-in consent wherever possible.
Leads are less likely to opt-out if they've given you specific permission to text them.
Avoiding these behaviors can help your texts not appear as malicious or spam and result in fewer opt-outs and spam reports.
To learn more about text deliverability, click here.
If you have any questions or need further assistance, please reach out to Customer Support via the blue chat bubble to the right or by emailing kvcore@insiderealestate.com!
(Keywords: text, disabled message, disable texting, deliverability, text message, SMS)