Understanding and Monitoring SMS Sending Restrictions

The SMS Restriction History is a log within your CRM that provides a clear record of any warnings or temporary blocks placed on your sub-account's ability to send text messages. This tool is essential for maintaining good sending practices and ensuring your messaging remains compliant with carrier guidelines.

What is SMS Restriction History?

This feature acts as a transparent audit log for your SMS sending activity. It records instances where your account's sending behavior has triggered automated alerts or restrictions. Common reasons for these events include exceeding daily or weekly sending limits, having a high rate of message delivery errors, or receiving an elevated number of opt-outs from recipients. By reviewing this history, you can identify the cause of an issue, take corrective action, and prevent similar problems in the future.

Accessing the Restriction Log

To view the restriction history for a specific sub-account, follow these steps:

1. Go to Location in your main navigation.
2. Select Settings.
3. Click on Phone Numbers.
4. In the top-right corner of the page, click Advanced Settings.
5. Navigate to the far-right tab labeled Restriction History.

On this page, you can use the date filters on the right-hand side to view events from a specific time period. A pagination control at the bottom allows you to navigate through multiple pages of records if needed.

Reading the Restriction Log

Each entry in the log table provides key details about a restriction event:

• Date: The date and time the warning or restriction was applied.
• Restriction Type: Indicates whether it was a Warning or a Temporary Restriction (lockout).
• Restriction Reason: A brief description of the cause, such as "Opt-out rate exceeded threshold."
• Percentage / Count: The specific measured value that triggered the event (e.g., "5%" for an opt-out rate).
• Additional Details: Supplementary metrics or context related to the event.

Understanding Key Thresholds

To proactively manage your account and avoid restrictions, it's important to understand the target metrics carriers monitor.

Opt-Out Rate

A high opt-out rate suggests recipients are actively choosing not to receive your messages, which can be a sign of poor list quality or irrelevant content.

• Target Range: Aim to stay below 2-3%.
• Good Practice: A rate of 0-1% is ideal.
• Restriction Trigger: If the opt-out rate reaches 3%, the sub-account will be temporarily locked from sending SMS for 24 hours.

Delivery Error Rate

A high error rate often indicates you are sending messages to invalid, disconnected, or non-mobile numbers (like landlines). It can also result from past sending behavior that triggers carrier filtering.

• Target Range: Aim to stay below 6%.
• Good Practice: A rate of 0-6% is acceptable.
• Restriction Trigger: If the delivery error rate reaches 10%, the sub-account will be temporarily locked from sending SMS for 24 hours.

Important: If your account is locked, use the 24-hour period to review your recent campaigns, clean your contact lists, and verify your messaging content and compliance settings before resuming sends.

Frequently Asked Questions

Does the Restriction History show data in real-time?

The log records events with timestamps as they occur. You can use the date filters to view history for any specific window of time.

Will I see both warnings and full restrictions?

Yes. The log includes entries for both warning-level alerts and temporary sending restrictions, along with the reason and measured values for each.

How can I lower my error rate?

Regularly clean your contact lists to remove invalid numbers. Use number verification during form captures, and avoid sending to landlines. Also, review your message content to ensure it doesn't contain patterns commonly flagged by carrier filters.