Text Messaging Content Guidelines
This article covers various content guidelines that apply when sending text messages to clients.
These guidelines apply to any text messages you send to clients, whether they are sent from your local phone number or marketing phone number. This includes text campaigns, texts sent via automated flows, etc.
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Phone carriers, including Twilio (our carrier partner), automatically block text messages that break their content rules.
If one of your texts is blocked and fails to be sent, it may be because of the text's content. When your texts are blocked, it can damage your number's reputation with phone carriers and reduce your message deliverability.
By following the content guidelines in this article, you can help prevent your texts from being blocked by phone carriers.
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The table below outlines forbidden message categories. Any text messages with content related to these categories will be automatically blocked.
Message category | What it covers |
|---|---|
Prescription drugs / Weight management drugs | Prescription medication names (e.g., semaglutide, Ozempic®, Wegovy®, Mounjaro®). |
Illegal substances / Cannabis / CBD | Blocked even in states where legal. Includes paraphernalia products. |
Debt collection / Credit repair | Third-party debt collection, debt consolidation, debt forgiveness, credit repair offers |
Gambling | Sweepstakes, raffles, casino apps, sports betting, gambling promotions |
S.H.A.F.T. | Sex, Hate, Alcohol, Firearms, Tobacco, Vape/E-cigarettes |
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For text messages related to prescription medications, including weight management medications and GLP-1s:
Don't include brand names or generic names for medications (e.g., semaglutide, Ozempic®, Wegovy®, Mounjaro®).
Don't include dosing.
Don't include treatment details, lab results, condition names, diagnoses, medical claims, or outcome claims.
Prescription medication guidelines apply even if your business is a licensed provider.
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Don't use public link shorteners like Bitly or TinyURL. Links with the bit.ly or tinyurl.com domain will be automatically blocked.
Any links you add to your text message campaigns will be shortened automatically when they are sent using our built-in link shortener.
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