Sms campaign is not approved

Support Help
1

If our Campaign was not approved how do we fix it? It does not give a reason why. I have built other campaigns successfully with Bandwidth.com. Is there documentation on how to setup the sms campaign correctly to get an auto approval?

2

I’ll help you understand the campaign approval process and what to do if your campaign was rejected.

Campaign Rejection Process

When a campaign is rejected, you should receive an email notification with the rejection reason.(1) Common reasons for application rejection include:(1)

  • The campaign application did not provide detailed information on the use case and sample messages(1)
  • Opt in workflow was not explained clearly(1)
  • Business profile or brand was not approved, due to missing or incorrect business information(1)

How to Fix a Rejected Campaign

If your application is rejected, check the rejection reason and update your application accordingly.(1) If you are rejected at a later stage, you might be able to reuse the previous steps - for example, if your business profile and brand are approved, but the SMS campaign is rejected, you can reuse the business profile and brand approval, and create a new SMS campaign application.(1)

To create a new SMS campaign, you can delete the SMS capability on the number (this will not delete your approved business profile and brand, and campaign, those can still be reused), and create a new SMS application with a new campaign while reusing the business profile and brand.(1)

Campaign Setup Best Practices

For a successful campaign submission, you need to:(1)

  • Fill out the use case and sample messages you intend to send(1)
  • Be honest and provide answers that match your intended use case, as there are very strict rules on SMS(1)
  • If your actual traffic doesn’t match the sample messages, your number/telephony subaccount might be suspended(1)

When writing sample messages, ensure you:(2)

  • Identify the end user(2)
  • Identify yourself and your business(2)
  • Let them know what the text message is about(2)
  • Include opt-out language (e.g., “Reply STOP to opt out”)(2)
  • Include a website link if applicable(2)

End User Consent Requirements

You must explain clearly how users opted in or chose to receive these messages.(2) This includes:(2)

  • Describing how users went to your website and selected a checkbox agreeing to receive text messages(2)
  • Including a sample opt-in message(2)
  • Ensuring your website form has proper disclosure language that clearly states users are agreeing to receive messages and can opt out(2)

Important Note About Bandwidth.com

The documentation specifically covers Retell Twilio numbers and your own Twilio numbers.(1) SMS capabilities are currently limited to US numbers only.(1) Telnyx is not supported yet, and for other custom telephony providers, you should check your own telephony provider’s documentation on how to enable SMS.(1)

Since you mentioned Bandwidth.com, this is a different telephony provider than what Retell’s SMS documentation covers. The approval process and requirements may differ between providers.

For more detailed information, you can refer to Twilio’s A2P 10DLC documentation.(1)