Messaging Compliance

This guide covers sender IDs, country-specific regulations, DND/opt-out management, and delivery alerts.

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Sender ID

Sender ID is the name or number that appears as the message sender on the recipient’s device.

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Sender ID Types

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Country Categories

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Pre-Registration Requirements

Some countries require sender ID registration: Check Plivo coverage for country-specific requirements.

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Register Sender ID

1. Navigate to Messaging > Settings > Sender ID
2. Select country
3. Submit registration with required documents
4. Wait for carrier approval

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Country-Specific Regulations

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India

Requirements for sending to India: DLT Registration:

• Required for all domestic SMS
• Register templates and headers
• See DLT documentation

PE-TM Binding Chain:

• TRAI requirement for domestic traffic
• Principal Entity must bind with Telemarketer
• Complete binding before sending

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Singapore

Full SMS Sender ID Registry (SSIR):

• All sender IDs must be registered with SGNIC
• Unregistered sender IDs are blocked
• Registration required for all organizations

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United Kingdom

A2P SMS Filtering:

• Carriers actively filter unregistered traffic
• Register sender IDs to avoid filtering
• Follow UK carrier guidelines

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Canada

Cross-Border Restrictions:

• Canadian long codes cannot send to US
• Use US numbers for US destinations
• Toll-free and short codes work cross-border

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Do Not Disturb (DND) / Opt-Out

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Opt-Out Keywords

Plivo automatically recognizes these keywords: Keywords are case-insensitive.

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What Happens on Opt-Out

1. Recipient sends STOP keyword
2. Plivo adds number to suppression list
3. Future messages to that number are blocked
4. Messages fail with DND error code

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Opt-In Keywords

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Can You Message Opted-Out Users?

No. Messages to opted-out users:

• Are blocked by Plivo
• Fail with appropriate error code
• Are not charged

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Best Practices

• Include opt-out instructions in every message
• Example: “Reply STOP to opt out”
• Monitor inbound messages for complaints
• Only message explicit opt-ins

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Delivery Alerts

Plivo monitors delivery rates and alerts you to issues.

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Alert Types

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Outbound Alerts

Triggered when delivery rate drops significantly. Email includes:

• Total messages sent in past hour
• Phone numbers with low delivery
• Suggested actions

Frequency: Maximum once per day per destination country

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Inbound Alerts

Triggered when Plivo can’t deliver incoming messages to your URL. Evaluation:

• Checks delivery rate every 15 minutes
• Looks at messages from past hour
• Alerts if delivery issues detected

Frequency: Maximum once per day

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Common Causes

Outbound issues:

• Carrier filtering
• Invalid numbers
• Content violations

Inbound issues:

• Endpoint timeout
• Server errors (5xx)
• Invalid URL configuration

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Response Actions

For outbound alerts:

1. Review message content for spam triggers
2. Check number registration status
3. Verify destination numbers are valid

For inbound alerts:

1. Check endpoint availability
2. Verify URL configuration
3. Review server logs for errors

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Compliance Best Practices

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Consent

• Obtain explicit opt-in before messaging
• Document consent method and timestamp
• Honor opt-outs immediately

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Content

• Avoid spam triggers
• Include sender identification
• Provide opt-out instructions

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Prohibited Content

• Unsolicited messages (spam)
• Fraudulent or deceptive content
• Violence, hate speech
• Illegal activities promotion

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Record Keeping

• Maintain opt-in records
• Log opt-out requests
• Document consent methods

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Related Resources

• Messaging API Overview
• US Messaging
• DLT Registration
• Acceptable Use Policy