Urgent: 404 'Agent may violate ToS' via n8n + SMS campaign rejected for unclear CTA

Support Help
2

I’ll help you address both issues based on the available information.

Issue #1: 403 Error - Terms of Service Violation

The 403 error you’re receiving indicates your agent has been flagged for a potential Terms of Service violation(1). When this occurs, you should receive an email from support@retellai.com requesting documentation to resolve the issue(1).

The email typically asks for information such as(1):

  • The nature of your calls
  • Where you obtain end-user information prior to placing calls
  • Your planned course of action to address any unhealthy metrics

Resolution steps:

  1. Check your email (including spam folder) for communication from support@retellai.com(1)
  2. Respond to that email with the requested documentation proving business ownership and addressing their concerns(1)
  3. If you haven’t received an email, contact support@retellai.com directly with your workspace ID and agent ID(1)

Note that agents may be banned if violations occur repeatedly, and unbanning may become more difficult with each occurrence(1).

Issue #2: SMS Campaign Approval

When SMS campaigns are rejected, you should receive an email notification with the rejection reason(2). Common reasons for application rejection include(2):

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

For successful campaign submission, ensure your sample messages(2):

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

Regarding your in-app opt-in:
You must explain clearly how users opted in or chose to receive messages(2). This includes describing how users selected a checkbox agreeing to receive text messages and including a sample opt-in message(2). Your opt-in form must have proper disclosure language clearly stating users are agreeing to receive messages and can opt out(2).

While the documentation doesn’t explicitly state whether screenshots are acceptable versus public links, you should provide the clearest documentation possible of your opt-in flow when resubmitting.

To fix a rejected campaign(2):

  1. Check the rejection reason in the email
  2. Update your application accordingly
  3. If rejected at a later stage, you can reuse previous approvals (business profile and brand) and create a new SMS campaign application
  4. Delete the SMS capability on the number and create a new SMS application with a new campaign while reusing the business profile and brand

For detailed SMS compliance requirements, refer to Twilio’s A2P 10DLC documentation(2).

Next Steps:
Contact support@retellai.com directly with your workspace details, agent ID, and phone number for Issue #1, and provide comprehensive opt-in documentation for Issue #2.