Phone Messaging Policy and Compliance
Documentation Type: Feature reference
Suggested Intercom Category: Conversations & Inbox > Phone
One-Sentence Summary This article explains Kyrios SMS compliance rules, mandatory opt-out and sender identification, ramp-up sending limits, DND handling, error states, and enforcement actions.
Who This Is For / When to Use
Use this article if you send or plan to send SMS messages through Kyrios, including bulk SMS, workflows, campaigns, missed-call text-back (MCTB), or manual conversations.
Phone Messaging Policy Overview
Kyrios enforces messaging policies to protect deliverability, comply with A2P regulations, and prevent spam or abusive messaging.
Policy Goals
Prevent SMS spam and abuse.
Protect accounts from carrier blocks or suspension.
Ensure legal compliance with consent-based messaging laws.
Scope
All SMS messages sent through Kyrios—regardless of number type (long code or toll-free)—must comply with Application-to-Person (A2P) messaging standards.
Consent and Content Rules
Consent (Opt-In)
SMS may only be sent to contacts who have explicitly opted in.
Consent cannot be purchased, rented, or transferred.
Revocation of Consent (Opt-Out)
Recipients must be able to opt out at any time using standard keywords (e.g., STOP).
Once opted out, SMS consent is revoked immediately.
Sender Identification
Initial messages must clearly identify the sender.
Follow-up messages in an active conversation may omit sender identification.
Restricted Content
Do not send SMS related to:
Alcohol
Firearms
Gambling
Tobacco
Adult content
Filtering Evasion (Not Allowed)
No intentional misspellings to bypass filters.
No non-standard opt-out phrases.
No snowshoeing (spreading identical messages across many numbers).
Mandatory Opt-Out Language and Sender Information
Kyrios automatically appends opt-out language and sender identification to eligible messages.
What Is Automatically Added
Opt-out text: "Reply STOP to unsubscribe"
Sender ID: "Thanks, "
Where This Applies
Applies to: Bulk SMS, MCTB, review requests
Does NOT apply to: Workflows, campaigns, one-on-one conversations
Contact-Level Enforcement
If a contact replies with STOP (or similar), all queued and future SMS fail.
A Permanent DND is applied to the contact automatically.
Visual Example
Illustration of an SMS with auto-appended opt-out and sender information.
Customizing Opt-Out Language and Sender Information
You can customize the default opt-out text and sender information.
Steps
Go to Settings.
Open Phone System.
Select Advanced Settings.
Click SMS Compliance.
Customize opt-out language and sender text.
Important Notes
Opt-out text is only added if it is not already present.
New accounts and all users cannot disable these compliance options.
Ramp-Up Model for New Accounts
All new accounts using the Phone System follow a mandatory SMS ramp-up model.
When Ramp-Up Starts
Starts on the day the first SMS is successfully sent.
Not based on account creation date.
Daily Sending Limits
Ramp-Up Unlock Process
To move to the next level:
Send the maximum allowed SMS within 24 hours.
SMS sending pauses automatically for 24 hours.
After 24 hours, the next level unlocks.
This process repeats until Day 8.
Daily Limit Errors and Notifications
Conversation-Level Error
Displayed when attempting to send SMS after hitting the limit.
Bulk Action Warning
Displayed before sending bulk SMS when the daily limit is reached.
Spam Message Handling and Message Statuses
Each SMS has one of the following statuses:
Sent: Submitted to carrier, awaiting final result.
Delivered: Successfully delivered.
Failed: Not sent or canceled.
Undelivered: Blocked due to policy or carrier rules.
Only Undelivered messages are used for compliance enforcement.
Undelivered Error Codes and DND Actions
Code | Description | Action |
30005 | User inactive / number invalid | Temporary DND |
30003 | Out of service | Temporary DND |
30004 | User opted out | Permanent DND |
30006 | Landline / cannot receive SMS | Temporary DND |
30008 | Other | No action |
DND (Do Not Disturb) Enforcement
Temporary DND
Can be removed by an account admin.
Permanent DND
Cannot be removed manually.
Contact must reply with START, YES, or UNSTOP.
DND Error Screens
Conversation Error
Displayed when attempting to message a DND contact.
Bulk and Workflow Behavior
DND contacts are automatically skipped.
No errors are thrown for skipped contacts.
Revoke DND for a Contact
Temporary DND Removal
Open the contact record.
Navigate to the DND tab.
Uncheck SMS DND.
Permanent DND Removal
Contact must send START, YES, or UNSTOP.
If this fails, submit a support ticket.
Error and Opt-Out Rate Monitoring
Kyrios continuously monitors sending behavior.
Thresholds
Violation Warning: 8% error rate OR 1% opt-out rate
Temporary Suspension: 12.5% error rate OR 2.5% opt-out rate
Suspension Behavior
All outbound SMS fail until 00:00 UTC.
One-on-one messages, test SMS, resend, and MCTB are still allowed.
What to Do After a Violation Email
Pause workflows, campaigns, and bulk SMS.
Ensure opt-out and sender ID compliance.
Avoid cold or blast messaging until resolved.
FAQ
How often do SMS limits reset?
SMS limits reset every 24 hours. After Day 8, the daily limit is capped at 5000.
How can I send more than 5000 SMS per day?
After Day 8, contact your Agency Admin with the subject Increase SMS Daily Limit, including your account details and use case.
Can I reply to inbound SMS after hitting the daily limit?
No. All SMS activity is blocked until the limit resets.
Can DND be removed in bulk?
No. DND must be managed per contact.
Does auto-append apply to workflows or manual SMS?
No. Auto-append applies only to Bulk SMS.
Do one-on-one messages count toward the daily limit?
Yes. All SMS activity counts toward the account’s daily limit.