Use high-volume SMS carefully
High-volume SMS can create strong response rates, but it can also damage trust very quickly if messages are sent without consent, sent too often, or sent to the wrong audience.
Core sending rules for teams
- Send marketing or bulk SMS only to contacts who clearly agreed to receive them.
- Keep a record of where the consent came from, such as a form, checkbox, written confirmation, or customer request.
- Make the sender identity clear so the recipient knows who is texting them.
- Honor opt-out words such as STOP or unsubscribe requests quickly and consistently.
- Do not keep sending to numbers that have opted out, bounced, or complained.
How to reduce spam complaints
- Segment your audience instead of blasting every contact.
- Only send messages that match the contact's relationship and expectation.
- Keep the message short, useful, and action-based.
- Avoid repetitive wording, unclear links, or misleading offers.
- Review reply handling so customers can get help when needed.
Important note
This article is operational guidance, not legal advice. SMS rules can vary by country, state, carrier, provider, and message type, so your team should review the requirements that apply to your business before large campaigns go live.