This guide will discuss about what Campaign recommendations for each fields and why your campaign got rejected that will show possible cause and solutions on how to fix it.

Campaign Description

The description should be thorough and explain the campaign’s objective or purpose. Provided description needs to answer who the sender is, who the recipient is, and why messages are being sent to the intended recipient.

How do end-users consent to receive messages?

The answer should contain the following information:

1. The program or product description

2. Telephone number(s) from which messaging will originate

3. Identify of the organization or individual being represented in the initial message

4. Clear and conspicuous language about opt-in and any associated fees or charges

5. Compliant Privacy Policy

6. Other applicable terms and conditions (e.g., how to opt-out, customer care contact information)

Opt-in needs to apply per campaign, should be not transferable or assignable and can not be obscured in terms and conditions (especially terms related to other services). If multiple opt-in methods can be used for the same campaign, please list them all.

A compliant Privacy Policy must state that no mobile information will be shared with third parties/affiliates for marketing/promotional purposes. Information sharing to subcontractors in support services, such as customer service is permitted. All other use case categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

Campaign reviewers need to be able to verify details provided in this field. Provide evidence such as a hosted link to screenshot or document for opt-in that occurs behind a gated login or on a paper form.

Sample message

Sample messages should reflect actual messages to be sent under the campaign and indicate templated fields with brackets. Ensure consistency with use case and campaign description.

Sample messages should identify who is sending the message (brand name). Ensure that at least one sample message includes your business name.

Include opt-out language to at least 1 sample message.

Opt-in Keywords

Please provide all keywords that allow users to opt-in to receive campaign messages.

Opt-in Confirmation Message

Campaign must provide customers with an opt-in confirmation message. This is required for all recurring campaigns, regardless of opt-in method.  CTIA Messaging Principles and Best Practices.

Opt-in confirmation message should include: 

1. Program (brand) name or product description

2. Customer care contact information (HELP command instructions)

3. Opt-out instructions

4. Disclosure that the messages are recurring and the frequency of the messaging

5. A “Message and data rates may apply” disclosure

Opt-out Keywords

Please provide all keywords that allow end users to stop receiving messaging from this campaign.

Opt-out Confirmation Message

When end users send opt-out keywords, the response messages need to include acknowledgement of opt-out request,  brand name, and confirmation that no further messages will be sent.

Help Keywords

Please provide all keywords that allow end users to receive more information about this campaign.

Help Message

When end users send help, the response message needs to include brand name, phone number, or email address.

FAQs:

How to check the reasons why my campaigns are rejected?

We've introduced some new updates from our developers. Now, you can also view rejection reasons directly in the UI. Once you are in the Trust center tab, click on "Failed" to review the Campaign Failure Reason. All failed/rejected campaigns will now display their specific failure reasons.

Campaign Failure Reasons

MESSAGE_FLOW: The campaign submission has been reviewed and it was rejected because of provided Opt-in information.

Approved example:

End users opt-in by visiting - https://brandname.com/contact_us and filling in their details on the survey Users check a box to receive messages from us to provide their consent at the end of the survey:

^ You can upload the screenshot of the opt-in to the Media file inside the sub-account, Make sure the link go straight to the form with an optional consent checkbox. If the checkbox is showing at the end of the survey, or behind an appointment form. Please supply a hosted link to an image of the opt-in

Possible Causes 

1. Opt-in message workflow does not meet the requirements for the specific campaign type. 

2. Consent is required but not adequately provided or maintained. 

3. Opt-in information is shared with third-party entities. 

Possible Solutions 

1. Ensure compliance with Messaging Policy relating to opt-in 

2. Detail All Opt-in Methods: Include all methods of opt-in, whether electronic, paper form, in-person verbal opt-in, or other means. 

3. Provide Necessary Links and Documentation: If opt-in is collected through a paper form or behind a login, supply a hosted link to an image of the opt-in. If the opt-in occurs on a website, provide the relevant link. 

4. Include Privacy Policy and Terms of Service: The website where opt-in occurs must contain a privacy policy and terms of service. 

5. Avoid Third-Party Sharing: Make sure that opt-in information is not shared with unauthorized third parties. 

6. Ensure Opt-in is Verifiable: Each campaign is manually reviewed and needs to be verifiable by a human. 

Please resubmit the campaign with the following guides in mind. 

• For this question How do end-users consent to receive messages? 
  • It's extremely important for us to include the actual link to the website form that your leads are opting in 
  • An approved sample will be: 
    • End users opt in through a form on the website: https://www.abccompany.com/contact-us, via the website chat widget, and also through our POS system at our office, with consent language similar to that on our website.  
    • The link https://www.abccompany.com/contact-us should contain a checkbox so leads could actively opt-in, where clients can enter their phone numbers and agree to receive messages. Clearly state that submitting their phone number allows them to receive messages from your company. Include a checkbox for clients to indicate their agreement. 
    • If the link is going to a survey and the checkbox is on the last stepof the survey, please provide a hosted link to an image of the opt-in.
• You can type something like this as an example: 
  • I agree to receive marketing messaging from COMPANY_NAME at the phone number provided above. I understand I will receive 2 messages a month, data rates may apply, reply STOP to opt out 
• Example: 

USE_CASE_DESCRIPTION: The campaign submission has been reviewed and it was rejected because of unverifiable website.

• Campaign vetting rejection - Invalid Website URL
  • The campaign submission has been reviewed and it was rejected because of unverifiable website.

• Possible Causes
  • An invalid URL was provided during the registration process.
  • The website associated with the campaign is not functioning or inaccessible.
  • Opt-in flow is not found on website provided.
  • Lack of proper indication in the campaign description if the registration pertains to a pre-launch website.
• Possible Solutions
  • Verify that the provided website(s) are functioning correctly, and accessible.
  • If the registration is for a pre-launch website, instead include a publically accessible URL to view a screenshot of the SMS opt-in flow that will appear.
  • If opt-in occurs on website, provide the direct link in the Message Flow field.
  • If opt-in is collected through a paper form or behind a login, supply a hosted link to an image of the opt-in. If the opt-in occurs on a website, provide the relevant link.
• Once you have made a change to address the issue, please resubmit the campaign for review.

USE_CASE_DESCRIPTION: The campaign for a Sole Proprietorship Brand has been rejected due to incorrect registration and failure to meet the small business Sole Proprietor (EIN) criteria set by TCR and mobile carriers.

USE_CASE_DESCRIPTION: The campaign submission has been reviewed and it was rejected because of an unknown reason.

Possible Causes

The campaign cannot be approved because of an unknown error and may stem from an issue raised by other vetting parties in the ecosystem.

Possible Solutions

Our Support team has the means to obtain more detailed information about this specific error. Please contact Customer Support for assistance in understanding the underlying problem and finding a resolution.

USE_CASE_DESCRIPTION: The campaign submission has been reviewed and rejected due to inconsistencies between the sample message and the intended use-case of the campaign.

Possible Causes

• Sample messages are missing, unclear, or their content does not match the campaign's use-case.
• Invalid content within the sample messages.

Possible Solutions

• Verify that the sample messages are accurate, detailed, and reflective of the actual messages to be sent under the campaign.
• Indicate templated fields within sample messages using brackets.
• At least one of the sample messages should include your business name and opt-out message.
• Ensure at least two sample messages are provided.
• Ensure that the use-case and campaign description align with each other.
• Once you have made a change to address the issue, please resubmit the campaign for review.