Video explanation and solution:
What is causing this issue?
As of Nov 12th 2020 carriers across USA & Canada have started to enforce policies which have always been in place that prevent automated systems which aren’t requiring a Double Opt-In message to be sent first. You can read more about this policy here: https://www.twilio.com/legal/messaging-policy
What is Double Opt-In?
Double Opt-In is a where you include in the part of your SMS that you are sending out the ability for the lead to know that they can opt out of receiving SMS messages from that number by replying with STOP.
What does this mean, will I be able to use SMS messaging within the CRM to continue communicating with my leads?
Yes, you will absolutely be able to easily continue using the system to keep in touch with your leads.
We have tested two solutions:
OPTION #1 - Use the new SMS message that has the wording required.
* Best option *
This message performs about the same if not better than our previous message that we have used, here is why:
17.33% Responded to the first SMS sent.
1.44% Responded saying this is the wrong #.
Workable ratio 15.89%
This means on average 17.33% of the leads respond to that first original message that we have been sending out for a while.
Out of that 17.33%, 1.44% of the responses were saying this is the “Wrong Number” This means the actual response ratio is 15.89% of the leads.
25.03% Responded to the first SMS sent.
7.71% Responded with “STOP”
Workable ratio 17.32% compared to 15.89%.
This means on average 25.03% of the leads respond to the first SMS message that we send out.
Out of those 25.04%, 7.71% of the responses were “STOP” which means you wouldn't be able to SMS them any more. (This opens a good opportunity to call those leads and say something like: “Hi there, I’m sorry to bother you I noticed that you unsubscribed from receiving listings from www.yourwebsite.com, I’m sorry it someone else put your number in by mistake, are you in the market to buy a new home?”
New messages that we tested:
Your Registration Has Been Received for YourWebsite.com.
To continue viewing listings reply "YES"
If you've received this message in error, please respond "STOP" to unsubscribe.
How can I get this message set up in my account?
Please email firstname.lastname@example.org and say: “I would like to change my original welcome message with SMS to the new message.
OPTION #2 - Use the same message just change the wording to something more unique.
The upside of this option is that it doesn’t interrupt your current process and what you have gotten used to. You can tweak your message every time you start getting failed messages and they will start to go through again.
This original message fails 50% of the time
Good [Morning,Afternoon,Evening] [FirstName]! Thanks for logging onto my site [LeadVisitedUserWebsite] to browse listings. I am going to set you up to get daily updates of new listings by email. I see you were looking for listings in [MostViewedCity], is your price range [LookedAtPriceRange] and are you looking for [AllPropertyTypes] ?- [UserFirstName]
What could you change in this message for it to work?
You will have to test out a few different combinations to see what works, we can’t suggest one specific message as it will also get caught pretty quickly since the more messages that are sent out with the same text the faster it will get blocked.
So as an example:
Changing: “Good [Morning,Afternoon,Evening] [FirstName]! Thanks for logging onto my site [LeadVisitedUserWebsite] to browse listings. I am going to set you up to get daily updates of new listings by email. I see you were looking for listings in [MostViewedCity], is your price range [LookedAtPriceRange] and are you looking for [AllPropertyTypes] ?- [UserFirstName]”
To: “Welcome [FirstName], I hope you are finding the listings you are looking for on [LeadVisitedUserWebsite]. I will set you up to get new listings by email for listings in [MostViewedCity], is your price range [LookedAtPriceRange] and are you looking for [AllPropertyTypes] ?- [UserFirstName]”