Similar to email, text messaging to a personal phone number is highly regulated by the FCC under the Telephone Consumer Protection Act (TCPA). In addition, cellular carriers (such as AT&T, Verizon or T-Mobile) control SMS traffic and block messages that don't conform to industry rules and regulations.

To comply with these rules, we recommend that:

1. Your initial Welcome Message contain an OPT OUT or STOP clause, along with the ability to check terms and services. For example “Message & data rates may apply. Text STOP to unsubscribe or TERMS for T&C.”

2. If guest replies back to Ivy with the keyword “STOP”, Ivy will block the guest from receiving additional messages within the platform. In addition, the number is blocked by the carrier, adding an extra layer of protection from unwanted messages. The carrier will send the guest a message confirming that they have been unsubscribed and providing the guest the option to resubscribe by replying “START”. 

3. If guest replies back with keyword “TERMS,” Ivy will reply back with a link to our Terms and Conditions.

4. No Marketing or Promotional offers should be sent via the Welcome Message.

5. Carriers only allow Marketing messages to be sent to personal mobile numbers via a 5- or 6-digit phone number, called "Short Code".  Ivy typically uses a “Long Code” number, which is the normal 10-digit phone number. Long code numbers are intended only for service-oriented conversation between staff and guests.

 

UNDERSTANDING THE STATUS OF A MESSAGE

When you send a message to a guest, it will hopefully send successfully, but it may be blocked for a variety of reasons. Either way, you’ll be notified of the message status. 

Hotel Cannot Send Sms To This Recipient Blocked

This means that the message was blocked by Go Moment due to the guest unsubscribing. 

Attempted To Send Check In Message Same Day As Check Out Day

The message was blocked by Go Moment because the guest has already checked out. For example, if a guest checked-in late in the evening, then checked-out early the following morning, Ivy will not send the Welcome Message. Instead, she’ll only send the survey message, if applicable. 

Attempted Campaign Send After Hours

This means that the message was blocked by Go Moment because it attempted to send during designated Quiet Hours. These are set up in the Manager Dashboard in the Hotel Details section. 

Guest Not Responding

This means that Ivy blocked the message to prevent spamming. This happens when a guest does not respond and allows us to prevent negative guest experiences.

Visit Is Invalid (Cancelled) / Blocked - Cancelled Due To Status Change

This means that the message was blocked because the guest visit was canceled and the guest never showed up for their reservation. 

XYZ Message Is Repeating More Than Allowed.

This means that Ivy replied with the same message already. This is to protect from message spamming. For example, we wouldn’t want to send the check-out message more than once.

Guest Has Received Max Allowed Messages From This Automation Today

This means that Ivy has already replied with the same message earlier in the day. This is to protect from message spamming. 

Already Responded To This Guest With The Same Response More Than Max Amount In The Last {Time_frame}.

This means that Ivy replied with the same message already. This is to protect from message spamming. 

Message Delivery Failed

This indicates that the message did not deliver due to the following reasons: 

  • The number Ivy is trying to text is a landline
  • The phone number is in a poor service area
  • The phone number is disconnected

Scheduled

This means the message will send at the time specified next to the word scheduled. 

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