Phone Messaging Policy and Compliance

Overview

Reliable messaging requires trust. PXME ensures messages are delivered to patients and leads without being filtered or blocked — while also protecting contacts from unwanted or non-compliant communication. This policy outlines the rules, compliance standards, and best practices for SMS messaging on PXME. Following these guidelines protects your account from suspension, ensures legal compliance, and builds trust with your audience.

Why This Policy Matters

• Prevents spam blasts and fake signups.

• Protects accounts from being blocked or suspended.

• Reduces legal risks by ensuring compliance with SMS laws.

• Ensures safe, consent-based communication with contacts.

Core Messaging Rules

Consent (Opt-In)

• You must have explicit consent before sending SMS.

• Consent cannot be purchased, sold, or obtained from purchased lists.

• Opt-in must come directly from your forms, website, or in-person interactions.

Revocation of Consent (Opt-Out)

• All initial messages automatically include:
  “Reply STOP to unsubscribe.”

• When a contact opts out:

  • All queued/future messages to them will fail automatically.

  • PXME applies a permanent Do Not Disturb (DND) flag.

Sender Identification

• The first SMS you send must clearly identify your business.

• PXME automatically adds: “Thanks, <Location Name>” unless already included.

Prohibited Messaging

Do not send SMS about:

• Alcohol, tobacco, vaping

• Firearms

• Gambling

• Adult/sexual content

• Illegal substances

Filtering Evasion

• No “snowshoeing” (splitting identical messages across multiple numbers).

• No intentional misspellings or tricks to bypass carrier filters.

Opt-Out & Sender ID Settings

• All bulk SMS, review requests, and Missed Call Text-Back (MCTB) messages include opt-out and sender information automatically.

• You can customize opt-out language under:
  Settings > Phone System > Advanced Settings > SMS Compliance

SMS Ramp-Up Policy

New PXME accounts follow a 7-day ramp-up model starting with the first SMS send.

How it works:

• To unlock the next level, send the full day’s quota.

• Once the limit is reached, SMS is paused for 24 hours.

• After 24 hours, your limit increases automatically.

Spam & DND Handling

PXME automatically applies DND flags based on carrier error codes:

• Temporary DND can be revoked by admins in contact settings.

• Permanent DND cannot be revoked manually; the contact must reply with “START,” “YES,” or “UNSTOP.”

Compliance Monitoring

PXME actively monitors account activity to protect from carrier suspensions:

• Violation Warning – Email sent if error rate > 8% or opt-out rate > 1%.

• Temporary Restriction – SMS paused for 24 hours if error rate > 12.5% or opt-out rate > 2.5%.

• During suspension, only:

  • One-on-one replies

  • Test SMS

  • Resend

  • Missed Call Text-Back
    are allowed.

Best Practices to Stay Compliant

• Send SMS only to opted-in contacts.

• Customize Sender ID and Opt-Out messages under SMS Compliance settings.

• Avoid bulk blasts — prioritize personalized, relevant communication.

• Regularly clean your contact list to remove invalid numbers.

• Monitor your error and opt-out rates to prevent suspension.

FAQs – SMS Policy

Q1: How often do SMS limits refresh?
A: Every 24 hours. After Day 8, the cap is 3,000+ daily, with upgrade requests available.

Q2: Can I increase my SMS daily limit beyond 3,000?
A: Yes. After Day 8, request a higher limit by emailing your agency admin with the subject line: “Increase SMS Daily Limit.”

Q3: What happens if I hit my daily limit?
A: All outbound SMS (bulk, workflows, manual) will fail until the next 24-hour reset.

Q4: Can I undo DND in bulk?
A: No. Only per-contact. Permanent DND requires the contact to reply “START” or similar.

Q5: Does PXME add opt-out text to all SMS?
A: No. Only to bulk messages. One-on-one replies, workflows, and campaigns do not auto-append opt-out language.

✅ Key Takeaways

• Always collect explicit opt-in before messaging.

• Use Call Connect + Missed-Call Text-Back responsibly with compliance safeguards.

• Monitor ramp-up progress to avoid hitting limits unexpectedly.

• Keep lists clean and personalize messaging for best results.