The error "We detected the contents of this message may violate carrier acceptable use policies" when helping Customers via SMS/text is typically caused by one of the reasons below.
Forbidden messages
There are words automatically flagged as objectionable or forbidden by carriers and are not allowed on SMS and MMS transmissions in the United States or Canada. Outbound SMSes containing forbidden words will be blocked.
See Forbidden message categories for SMS and MMS in the US and Canada to learn about categories and examples of text typically flagged by carriers as objectionable, but the most common trigger words are listed below.
Forbidden message categories for SMS/MMS in the US/Canada
How to communicate with Customers if outbound SMS is blocked
Remove forbidden words from outbound SMS
If the "We detected the contents of this message may violate carrier acceptable use policies" error appears, find any forbidden words triggering the error and remove them. You must close the existing message and start a new one to attempt to resend the edited version of your text without the forbidden word. If you're still unable to send the message, contact Gladly Support.
Redirect inbound SMS to a different channel if it contains forbidden words
Create an SMS auto-reply Rule for messages containing forbidden keywords that your Customers may contact you about (e.g., if you're a beauty company with CBD products), and tell Customers to reach out on a different Channel, such as email or voice.
Non-compliance with SMS rules and regulations
You are missing the required consent language in your SMS communications, like your company name in your initial SMS reply. See SMS Consent and Compliance Guidelines for more information.
Contact Gladly Support if the violation error persists
The phone number generating the violation error may stop working and fail to send and receive SMSes which requires it to be unblocked by the carrier. Contact Gladly Support for assistance.
Spam
The carrier thinks the message sent by the Agent is spam. If this error is a common occurrence, below are a few options you can consider to avoid this issue.
Use a 10-digit local number for SMSes to switch to if you encounter this message and the Customer does not receive it. This number acts as a backup number if outbound SMSes fail to be delivered.
Use a toll-free number for SMSes that you can also use with Customers. In general, carriers are less stringent in filtering messages via toll-free numbers than standard, long code (10 digits) SMS traffic.
Keep in mind that toll-free doesn't support MMS (images).
If you're already using a toll-free number, contact Gladly Support to verify the number on the Carrier side to reduce the risk of filtering Toll-Free SMS to the US and some networks in Canada.
Consider purchasing a short code if you have many outbound SMSes. We don't recommend this since options one and two (above) are usually the best routes to take if you're using text to help Customers versus bulk outbound/marketing text.
Review Types of SMS Numbers to learn the differences and pros and cons of using long, toll-free, and short code numbers.
Error 30007
This occurs if a message is identified as spam or unwanted or flagged as objectionable and blocked by a wireless carrier, as defined by the filtering system.
Below are possible solutions to avoid this error.
Ensure your messaging use case complies with the Messaging Policy and Acceptable Use Policy.
Review the information in How Does Message Filtering Work to understand what causes filtering.
See How do I prevent my messages from being filtered (blocked) for specific tips on avoiding message filtering.
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