Phone Messaging Policy & Best Practices
Your SMS Rules — Plain & Simple
Everything you need to know about how texting works inside REI Pulse CRM, written in plain English.
The short version: The phone carriers (Verizon, AT&T, T-Mobile, etc.) enforce strict rules on automated texting. REI Pulse follows those rules so your account stays active and your messages actually get delivered. Break the rules and your texting gets suspended. Follow them and you're good.
The Golden Rules of Texting
Only text people who gave you permission You can't blast cold lists of random numbers. The people you text need to have opted in — whether they filled out a form, responded to your marketing, or you have a prior business relationship with them.
Always let people opt out Every first message you send automatically includes "Reply STOP to unsubscribe." This is required by law. If someone texts STOP back, they're permanently removed from your list and you cannot override it.
Identify yourself in every first message Your first text to any contact automatically includes your account name at the end (example: "Thanks, Your Business Name"). This is required so people know who's texting them.
No spam or prohibited content Don't send messages related to gambling, adult content, firearms, or alcohol. Don't try to trick spam filters with unusual spellings either that gets accounts terminated fast.
⚠️ If the wording on your messages feels too "spammy" the carriers will most likely prevent delivery and block the message. Keep all your wording conversational, especially within your automations.
Your Daily Sending Limit (The Ramp)
When your account is brand new, you can't immediately send thousands of texts per day. The system ramps up your limit over time to prove you're a legitimate sender and not a spammer. Think of it like a new credit card — you start with a lower limit and it goes up as you build a track record.
The ramp starts the day you send your very first text, not the day you signed up.
How do you level up? Send your full daily limit within a 24-hour window. The system then pauses you for 24 hours and automatically bumps you to the next level. Repeat until you hit Level 8.
⚠️ Heads up: When you hit your daily limit, ALL texting stops — including manual replies to leads. Don't burn through your limit early in the day on cold contacts.
When a Text Can't Be Delivered
Not every text goes through. When one bounces, the system automatically protects your account's reputation:
Number disconnected or out of service — A temporary DND (Do Not Disturb) flag is applied. You can manually remove this if you believe the number is valid again.
Landline — can't receive texts — Same thing, temporary DND. You can remove it.
Person doesn't want texts / DND enabled — This becomes a permanent DND. You cannot remove this one. If the contact wants to re-subscribe, they need to text START, YES, or UNSTOP back to your number.
This system is actually a good thing for you. Sending texts to bad numbers tanks your deliverability. The DND system automatically stops you from hammering dead numbers, which keeps your account healthy and your messages landing.
Auto-Added Text on Your First Message
Every time you text someone for the first time, two things are automatically added to the bottom of your message:
1. Opt-Out Line — Something like: "Reply STOP to unsubscribe." This is legally required. You can customize the exact wording.
2. Your Business Name — Something like: "Thanks, [Your Business Name]." So recipients know who's texting them. Also customizable.
📍 To customize both: Settings → Phone Numbers → Advanced Settings → SMS Compliance
Already have opt-out language in your message? If your message already says something like "Reply STOP to end," the system is smart enough not to add a duplicate line.
Warnings & Account Suspensions
The system monitors two things that can get your account flagged:
Opt-Out Rate — keep this under 1% This is the percentage of people who reply STOP to your messages. Too many opt-outs signals to carriers that you're sending unwanted texts.
Error/Bounce Rate — keep this low too This is the percentage of texts that couldn't be delivered at all. A high error rate suggests you're working a dirty list.
Got a warning email? Do this immediately:
Pause all active workflows and bulk campaigns
Stop sending to anyone who hasn't explicitly opted in
Clean your list — remove bad numbers and opted-out contacts
Suspended? Suspensions automatically lift at midnight UTC (around 8 PM Eastern). During a suspension you can still reply 1-on-1 to incoming messages — only automated and bulk sends are blocked.
Frequently Asked Questions
When does my sending limit reset? Every 24 hours. It's a rolling window, not a midnight calendar reset.
Can I send texts while suspended? You can still reply manually to leads who text you first. What you can't do is send automated messages, workflow texts, or bulk campaigns until the suspension lifts.
Can I skip the ramp-up period? No. It's locked in and can't be bypassed. Once you hit Level 8 (3,000+ per day), you can contact support to request a higher limit.
Someone texted STOP by mistake. Can I fix it? You can't do it yourself. The contact needs to text START, YES, or UNSTOP back to your number. Once they do, the DND flag automatically lifts.
Can I remove DND contacts in bulk? No. DND is managed one contact at a time, or the contact re-subscribes themselves. This prevents mass re-spamming of opted-out contacts.
Does the opt-out and sender ID text get added to every message? Only on the very first message to a new contact who has never texted your number before. Follow-up messages in an existing conversation don't get the auto-added text.
Still have questions? Join the weekly CRM support call or reach out through your REI Pulse support channel.
