SMS campaign rejected twice for “invalid campaign description” with no specific correction details

Support Help
1

Hi Retell team,

We are trying to submit an SMS campaign application for low-volume transactional SMS through CallGENIE / bizzi Solutions.

The campaign has now been rejected twice, and each time we paid the $15 review fee. The only rejection message we received was:

“The campaign submission has been reviewed and it was rejected because of invalid campaign description.”

Unfortunately, this does not provide enough detail for us to understand what is actually wrong or what needs to be changed before resubmitting. We have already revised the description to be more specific, including:

  • Messages are only sent to callers who verbally opt in during an active phone call
  • Messages are transactional only
  • Messages are used for contact confirmation, appointment/property-viewing request confirmation, and requested follow-up details related to the same call
  • Messages are not used for marketing, promotions, cold outreach, or lead generation
  • Sample messages include the brand name, HELP, STOP, and message/data rates language

Before we pay to submit again, can someone please help clarify what is missing or invalid in the campaign description?

Specifically, we would appreciate guidance on:

  1. Is the issue with the wording of the campaign description itself?
  2. Is the issue that the use case is too broad?
  3. Is something missing from the opt-in/consent explanation?
  4. Are the sample messages not matching the campaign description?
  5. Are there specific words or use cases we should avoid for approval?

We are happy to correct the application, but the current rejection message is too vague to know what needs to be fixed. Since each resubmission has a review fee, we would really appreciate a more detailed explanation before submitting again.

Thank you.

3

Hey @supernova77 The rejections aren’t from Retell they’re from the telephony provider (Twilio/carrier side). US SMS regulations require A2P 10DLC approval, which involves a manual review process. Please create a ticket with them.

Thank You

4

Hi, thank you for helping.

would you be able to share a support link or email address.. ideally, this would be listed on Retell so users know where to follow up.

Thank you, :slight_smile:

5

Hi, thank you for helping.
I’m not sure how to find the Campaign ID.

Here is our latest revision that we hope includes further details that are acceptable.
Application name:
bizzi Solutions CallGENIE Customer Confirmation SMS

USE CASE:
Marketing

DESCRIPTION:
Messages are sent by bizzi Solutions to customers who have opted in. Messages include confirmation of information collected, appointment confirmations, appointment reminders, and product or service details requested by the customer.

SAMPLE 1:
CallGENIE: Please confirm your email address: SAMPLE@SAMPLE.COM. If incorrect, reply with the correct email. Reply STOP to opt out. Msg & data rates may apply.

SAMPLE 2:
CallGENIE: Your property viewing request for 123 Main Street, Yonkers, NY 10710 on May 4 2026 has been submitted. Reply STOP to opt out. Msg & data rates may apply.

CONSENT:
End users opt in verbally during an active phone call with bizzi Solutions CallGENIE or via checkbox on the website. Before any SMS is sent, the assistant asks: “Would you like me to text this confirmation to the number you are calling from? Message and data rates may apply.” The SMS is sent only after the caller says yes or when they click the check box on our website. Consent is optional and is used only for transactional messages related to the same call, such as contact confirmation, appointment confirmation, property-viewing request confirmation, or requested service/property details.

If you need us to send you anything else let us know.

Thank you, :slight_smile:

6

@supernova77 Please share your Org ID. Once I confirm this with the team, I’ll get back to you with an update.

Thank You

7

Hi Shah-Fazal,

Under workspace in settings I see this: org_LOttXG9hMOPxWnXP

Is that it? let me know if its not where I can find it.

Thank you again.

8

@supernova77 I’m checking this with the team and will get back to you as soon as I have an update.

Thank You

9

Hello @supernova77 Team checked the current provider-facing A2P submission for your workspace. The rejection is not showing as a business profile or brand rejection those are approved. The active blocker is the campaign-level content review: Twilio/TCR rejected the campaign for invalid campaign description / USE_CASE_DESCRIPTION.

Before submitting again, we recommend updating the campaign in one pass across the Campaign Use Description, Message Flow, and Sample Messages:

  1. Campaign Use Description
    Please make the description very explicit about:
  • Who is sending the messages: bizzi Solutions / CallGENIE
  • Who receives them: callers/customers who verbally opt in during an active phone call
  • What message types are sent: contact-detail confirmations, appointment/property-viewing confirmations, and requested follow-up details related to that same call
  • That this is transactional only: no marketing, promotions, cold outreach, lead generation, or unrelated follow-up

Suggested wording:
bizzi Solutions / CallGENIE sends low-volume transactional SMS messages to callers who verbally opt in during an active phone call. Messages are sent only to the caller’s own number or the number they provide during the call. Messages include contact-detail confirmations, appointment or property-viewing request confirmations, and requested follow-up details related to the same call. This campaign is not used for marketing, promotions, cold outreach, lead generation, or unrelated follow-up.

  1. Message Flow / verbal opt-in script
    The Message Flow should include the exact verbal opt-in script your agent uses, including the required disclosures and direct Privacy Policy / Terms links.

Suggested wording:
End users opt in verbally during an active phone call with bizzi Solutions / CallGENIE. Before any SMS is sent, the assistant asks: “Would you like bizzi Solutions / CallGENIE to text this confirmation to the number you are calling from? These messages may include contact confirmation, appointment/property-viewing confirmation, or requested follow-up details related to this call. Message and data rates may apply. Message frequency varies. Reply STOP to opt out or HELP for help. May I have your permission to send this text?” The SMS is sent only after the caller says yes. Consent is optional and is not required to continue the call or receive service. Privacy Policy: Privacy policy – bizzi™ Solutions. Terms: Terms of service – bizzi™ Solutions.

  1. Sample Messages
    Please make sure every sample message includes the full footer: STOP, HELP, message/data rates, and message frequency.
    Example:
    bizzi Solutions / CallGENIE: Your property viewing request for 123 Main Street, Yonkers, NY 10710 on May 4, 2026 has been submitted. Reply STOP to opt out, HELP for help. Msg & data rates may apply. Msg frequency varies.

  2. Privacy Policy / Terms alignment
    Your Privacy Policy does include SMS/mobile no-share language, which is good. I’d still recommend making sure the Privacy Policy and/or Terms include a clear SMS section that matches this campaign’s transactional-only use case and states that mobile opt-in data and consent are not shared or sold.

  3. Before resubmitting
    Avoid resubmitting until all of the above is updated live. Twilio/TCR charges the campaign review fee per submission/resubmission regardless of outcome, so it’s best to make all changes in one pass before submitting again.

Thank You